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Banking & Finance

Prudential Finance a winner at Global Banking & Finance Review Awards

Released at: 13:51, 13/08/2018

Prudential Finance a winner at Global Banking & Finance Review Awards

Photo: Prudential Finance

Insurer picks up Best Consumer Finance Company for Customer Service of the Year 2018 award.

by Doanh Doanh

Prudential Vietnam Finance Company Ltd. (Prudential Finance) was named The Best Consumer Finance Company For Customer Service Of The Year 2018 at the Global Banking & Finance Review Awards held in London.

The awards are designed to commend global organizations on delivering exceptional customer services, dedicated day-to-day customer support, and successful customer experience strategies.

It recognizes Prudential Finance’s high standards of customer experience and best-in-class services that are embedded in various initiatives launched last year to optimize the company’s resources and infrastructure.

“This award highlights our long-term commitment to building a culture of providing excellent service to our customers throughout their journey with Prudential Finance,” said Mr. Atul Dixit, CEO of Prudential Finance. “Driving customer satisfaction and delivering impactful customer experience are core to our continued business success. The new digital era has changed the way we communicate with each other, but Prudential Finance takes it as an opportunity and a priority to innovate in order to meet the fast changing needs of our over 500,000 Vietnamese customers.”

The prestigious award is not only testament to its professionalism but, equally important, it is acknowledgement and appreciation of the unmatched care and respect with which Prudential Finance treats their customers. “Thanks go to all of our employees and sales representatives who have contributed to our business success and in winning this award,” Mr. Dixit added.

2017 was a turning point for Prudential Finance in terms of customer communications and experiences. Customers enjoy easy and convenient access to a wider range of corporate information through the standardization and digitalization of communication channels such as email and SMS. Free wi-fi is now available in various company branches. In addition, an Interactive Voice Response (IVR) system was set up to broadcast customized phone greetings, messages and reminders, providing more personalized experiences to customers whenever they contact the company. Since the introduction of the new service, half of inbound calls are handled through the IVR system and customers are able to obtain the information they are seeking through the automated system.

Prudential Finance continues to place high quality customer service at the heart of everything it does, embracing the values of trust, fairness and utmost customer care. The Customer Service Charter sets out the company’s commitment to delivering high-standard customer services. The Customer Care team was established to understand and address customers’ evolving needs. An example was the shortening of the loan application disbursement turnaround time (TAT), which significantly improved customer experiences.

Global Banking & Finance Review has conducted annual global research into customer service for eight consecutive years, with a focus on identifying best practices in the consumer finance industry and improving service delivery to customers. “Prudential Finance - the winner of this year’s award - was commended for understanding the value that customer experience has on building its brand’s positive reputation and, ultimately, the difference it makes to their business success and customer success,” said Sash Varun, Chairman and CEO of Global Banking & Finance Review.

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