KWAP (Kumpulan Wang Persaraan) is Malaysia’s largest public services pension fund. Incorporated in 2007, KWAP manages investment portfolios, employer contributions and pension services. Along with payments of pension, the company deals with fixed income securities, money market instruments, maintains an equity fund, etc.
The company wanted to have its CRM system upgraded. The reason was that the solution, which KWAP was using, didn’t meet their needs anymore.
The challenging part of the task was the following: not only the CRM system should be able to handle the entire range of current tasks related to providing financial services and customer support, but also be scalable enough in view of possible updates in the future.
What We Did to Make KWAP’s CRM Work Efficiently
Our CRM solution was configured and implemented with the purpose of increasing the efficiency and performance of the workforce. The changes we made were numerous. For example, changes in the areas of Customer Service Case Management included improvements in Backend Processing Team, Quality Management Systems, Query Team.
We re-worked KWAP’s online feedback system. We replaced the company’s in-house applications, which had become ineffective, with new ones, integrating them with the new CRM system. Our professionals installed the CRM system of the latest generation; set it up and configured it. In addition, our experts provided training for the company’s employees, as well as maintenance and support of the system.
Solutions and Services we provided:
- Installation, Configuration, and Setup
- Project Management
- Requirement Analysis
- Data Migration
- Quality Assurance
- Deployment & Handover
- Support & Maintenance
Centralized CRM Solution
The new centralized CRM system proved to be more secure and efficient than the previous one. It allows the designated team members to take particular actions, so that the transactions are now more protected.
Empowering staff and understanding the customer journey
Now each team member knows their tasks, the status of each of these tasks, and what should be done to improve the performance.
The company’s improved Customer Service Case Management systems, as well as online feedback systems, are now able to deal with customer’ queries quicker, resolve their problems faster and store the data related to them longer. Consequently, the brand increased its credibility, proved to be a highly reliable service provider and became more popular with customers. Multiple systems were united into one SingleCRM, which helps to deal with customer support better.
Getting the Most Out of CRM
With new CRM, reporting became much easier: Centralized Report function was implemented.
The Online Feedback portal can now provide feedback in real time.
Collaboration platform ensures closer ties between Back-end teams and user interfaces. The Query Team will come to rescue if additional info is needed or some document goes missing.
Auto Case creation function based on Queue number was integrated with QMS Kiosk. If an ID is not found, it will be created for each customer who is not retired. Auto Case creation based on incoming calls was integrated into the Call centre.
Round robin technique, applied for assignment of cases, greatly improved the overall efficiency.
In the new system, profiling of pensioners is done much more effectively. Hourly synchronization between the Core system and live dashboards allows to provide various financial services such as payments, deductions, etc. more reliably than before.
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We work with companies & organisations to build a 360 overview of their customers (internal and external) and optimize their sales, marketing and support processes using SugarCRM and also integrates with many other solutions such as Hootsuite, Moobidesk, Zendesk, Atlassian, Xero and legacy core systems to drive business outcome.