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Manulife Aset Manajemen Indonesia (MAMI)
How is Manulife resolving urgent customer issues efficiently?
What Manulife has achieved?
43% increase in the revenue
NPS score rose by 5 points.
Saved 8-10 hours every week on data analysis and got faster results
Harry Hakim
Customer Experience Manager
PT Manulife Aset Manajemen Indonesia
SurveySensum helped us identify the issues behind the declination of our NPS score. And not just that, their team helped us resolve those issues which boosted our NPS score by 5 points in just 4 months.
Harry Hakim
Customer Experience Manager
PT Manulife Aset Manajemen Indonesia
How are they doing it?
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The Objective
Their CX team wanted to identify the gaps between the brand and their customer, prioritize those gaps and act on them to deliver a great customer experience.
The Challenge
While measuring the NPS score for the past 2 years with the help of a research agency, Manulife’s CX team identified that there had been a declination in the score. The challenge was to identify the reasons for the low NPS score and resolve those issues.
The Solution
When their CX Team reached out to SurveySensum, we advised them to measure CSAT after support calls and after a customer purchases or tries to purchase mutual funds.
As this was done in real-time, customers were able to share their problems right away. While analyzing their open-ended feedback, we found out that the customers were struggling to buy funds on their own because they didn't know how to choose the right one.
After extracting this information, we looked at the operational data and found out that the transactions were also declining from this unhappy segment for the past 1 year.
Then the CX team at the client-side reached out to these customers over calls to confirm these issues and get more details on them.
How did it solve the problem?
Well-designed Dashboard: They can now analyze data in real-time on a well-designed dashboard. For example, they can always see their NPS scores live rather than analyzing them in excel sheets which used to take a lot of time.
Instant Alerts: They get instant notifications as soon as there is a dissatisfied customer. It helps them to call the customers in time and close the feedback loop.
Text Analysis: Understanding and analyzing open-ended text verbatims is now easy with an AI-based text analysis engine. They can identify the most occurring customer issues, prioritize them, and act on them.
Customer Support: The customer support team is always there to help them out quickly whenever required.
Are you also facing similar issues?
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About the Company
PT Manulife Aset Manajemen Indonesia (MAMI) is a licensed investment management company registered with OJK. It is one of the biggest investment management companies in Indonesia in terms of Asset Under Management (AUM).
Manulife Indonesia offers a variety of financial services including life insurance, accident and health insurance, investment services, and pension funds to individual customers and businesses in Indonesia. Through a network of more than 9,000 employees and professional agents spread across 25 marketing offices, it serves more than 2.5 million customers in Indonesia.

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