Customer Service Platform Modernisation for Malaysia’s Largest Public Services pension fund

KWAP seek to modernize its Customer Service Platform to deliver superior customer experience to its customers

Our client was outgrowing their current CRM solution and was seeking a system that encompassed the entire range of tasks related to providing financial services and customer support. Additionally, the solution also had to be scalable enough to keep up with possible updates and changes in the future, thus a robust system that encompasses all activities is needed.

Improve the Backend Service Team

Rework The Existing Feedback System

Implement new CRM and provide training

Streamline Case Management Processes

Centralized CRM Solution

The new centralized CRM system proved to be more secure and efficient than the previous one as it allowed designated team members to quickly take action when needed, ensuring that the transactions are now more protected.

Empowering staff and understanding the customer journey

The company’s improved Case Management systems and online feedback systems are now better equipped to deal with queries quicker, resolve their problems faster, and store the data longer. As a result, multiple systems were united into one SingleCRM, resulting in an improved customer experience which the brand increased its credibility and has become more popular with its customers.

Getting the Most Out of CRM

With new CRM, reporting became much easier as a centralized report function was implemented and the new online feedback portal can now provide feedback in real time.

The collaboration platform ensures closer ties between the back-end teams and user interface. Query teams can come to the rescue if additional info is needed — the auto case creation function is based on the queue number integrated with QMS Kiosk. The auto case creation function is based on incoming calls applies the round-robin technique for the assignment of incoming cases, significantly improving overall efficiency.

In the new system, the process of profiling pensioners is done much more effectively and hourly synchronization between the core system as well as live dashboards provides various financial services such as payments, deductions, etc. more reliably than before.

The following Services and Solution that were engaged:
  • Installation, Configuration, and Setup
  • Project Management
  • Requirement Analysis
  • Development
  • Data Migration
  • Quality Assurance
  • SIT
  • Documentation
  • Deployment & Handover
  • Training
  • Support & Maintenance