Rising Issue: Although having a broad presence with numerous branches across the country, our client faces challenges in maintaining consistent service quality across all branch locations.
Collaboration Objective: Our strategic intervention focuses on developing a comprehensive plan to standardize and enhance service quality, ensuring uniformity and improving the overall customer experience across all branches.
What We Do: We deliver value to our client by identifying key improvement points to enhance positive perception. To achieve this, we provide critical information on the compliance of service level agreements at major branch offices, the effectiveness and timeliness of service processes, and the alignment of physical evidence with the expectations of insurance customers.
Strategic Impact: Based on our findings, we strategically identify the best-performing branches and establish them as benchmarks for service excellence across the nation. Using an example-based learning approach, our client witnessed significant improvements in customer trust and satisfaction over the following year. This approach of learning from examples sets a standard of excellence, resulting in positive outcomes and enhancing customer experiences across Indonesia.
