Manulife Aset Manajemen Indonesia (MAMI)
How is Manulife resolving urgent customer issues efficiently?
What Manulife has achieved?
Prioritize improvements in the product.
Gather more feedback from the customers.
Save 8-10 hours every week on data analysis and get faster results.
Harry Hakim
Customer Experience Manager
PT Manulife Aset Manajemen Indonesia
SurveySensum provided us with a tool that allows us to manage the overall customer experience, include the customer’s voice into every major decision, and ultimately make the lives of our customers better.
Harry Hakim
Customer Experience Manager
PT Manulife Aset Manajemen Indonesia
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
The biggest challenge faced by the team was to minimize the complaint resolution time so that the customers receive enhanced and improved experiences from the brand. They wanted to quickly gather customer responses, analyze those responses, coordinate with stakeholders, and act on them improving the overall Customer Experience.
The Solution
Previously, they were doing everything manually and it wasn’t efficient. They were using CATI surveys to call customers after every support call. It was tiring, slow, and analyzing that data was really cumbersome.
SurveySensum allowed the process to be engaging, fast, and efficient. Now, they can gain customer insights faster and resolve relevant issues immediately. The platform also offers many automated features that helped them save a lot of time compared to their previous processes such as automatic alerts, seamless workflows, and sentiment analysis.
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.
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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