customer service blueprint our commitment to
TRANSCRIPT
Staff uphold tradition of saving lives
Saying ‘thank you’over a cup of tea
our commitment to improving customer service
Customer Service Blueprint...
SEPTEMBER 2013
CEO’s messagePA G E 2
contentsEDITORIAL BOARDManaging Editor Peter Ong
Contributors Valerie, Phomie, Fred and KannaPublisher Uni.Asia General Insurance Berhad (16688-K) 7thFloor,MenaraUni.Asia 1008,JalanSultanIsmail,50250KualaLumpur Tel:03-26938111Fax:03-26930111 Homepage:www.uniasiageneral.com.my
Creative Team Executive Mode Sdn. Bhd. (317453-P)
Tel:03-71183200,3205,3230Fax:03-71183220 E-mail:[email protected] Homepage:www.executivemode.com.my
Printer BHS Book Printing Sdn. Bhd. (95134-K)
Lot17-22&17-23,JalanSatu,BersatuIndustrial Park,CherasJaya,43200Cheras, SelangorDarulEhsan Tel:03-90760816,90747558Fax:03-90747573
highlights
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3
CEO’s Message Page 2
corporateStaff uphold tradition of saving lives Page 3
What's NeWEnhancing 'customer experience' with a CustomerService Blueprint... Page 4
oFFIce GrapeVINeSaying ‘thank you’ over a cup of tea Page 6
oN the r&r FroNtTawau Branch relocates to choice business site Page 8
Matthew & Navin make us proud at Standard Chartered KL Marathon 2013 Page 8
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Renewing our customer commitment
I am happy to inform that we have achieved a strong second quarter result with gross premium earnings totalling RM134.8 million compared to RM120.1 million
in the same period last year. This encouraging growth of 12 per cent was achieved with the strong support of our business partners and customers to whom I would like to say a big “THANK YOU”.
In a dynamic business such as ours, the need to constantly improve the customer experience is paramount if we wish to maintain an upward trend in our performance. Our recently rolled out Customer Service Blueprint will help us do just that, by zeroing in on the areas where we can better fulfil our customers’ needs. It involves key customer contact areas in our business - the purchasing of insurance products, claims, towing, complaints and communications. The blueprint will allow us to determine and measure our service quality and to improve ourselves.
At the end of the day, our success relates to how effective we are at earning our customers’ trust and respect and thereby gaining their loyalty to our brand. Putting our customers’ needs at the centre of all we do and taking pride in meeting their needs is how we become a more ‘Customer Centric’ organisation.
Our first step in the process was the management of our customer complaints followed by the implementation of our Customer Satisfaction Survey in April 2013. The valuable findings and insights from complaints management and the survey have helped us improve our service delivery and better manage our customer requirements. With the blueprint as our guide, we are embarking on a journey to further improve our customer service.
Lastly, I want to wish all our Hindu staff and business partners, a very Happy Deepavali.
DAVID TAN
PA G E 3
c o r p o r at e
True to form, staff of Uni.Asia General Insurance Berhad showed up bright and early to donate blood during the company’s Blood Donation Drive on 26
June 2013.
2008 saw the first Blood Donation Drive being organised at the head office. Over the past couple of years, a total of about 400 pints of blood has been donated to the National Blood Bank.
Also believing in this worthy cause were our customers and staff from companies like BDO, Rahim & Co as well as Pioneer who joined Uni.Asia General employees to make their donation.
Thanks to the 73 donors who came forward, a total of 89 pints were collected, up from last year’s 72 pints.
A big ‘thank you’ goes out to everyone who cared enough to help save a precious life.
Staff uphold tradition ofsaving lives
PA G E 4
W h at ' s N e W
Recognising the importance of customer service to its lasting success, the management of Uni.Asia General rolled out its CUSTOMER SERVICE BLUEPRINT as a map to ensure that Uni.Asia General customers are extended the best service ever.
WHAT IT’S ALL ABOUT
Uni.Asia General’s Customer Service Blueprint is a tool that will help us have a visual overview of the service process of our organisation, the points of customer contact and the feedback of the services received from our customer’s point of view.
It will be used to identify areas that may require service improvements and innovation. Most importantly, it will empower us to make informed
decisions on what changes need to be made in order to serve our customers better.
MULTIPLE OBJECTIVES
Top of the list on the CUSTOMER SERVICE BLUEPRINT is the objective to improve service quality to new and existing customers. In this way, the company hopes to increase customer retention as more and more customers remain loyal to Uni.Asia General.
Of equal importance is the endeavour to achieve and maintain outstanding customer service at all times while actively seeking feedback so we are better able to anticipate customers’ needs. To do this, internal communications will be improved.
AREAS OF FOCUS & ITS IMPORTANCE
The areas of focus as identified in the table below are important to Uni.Asia General for the following reasons…
• An area with the highest contact with customers.
• Satisfied customers will promote your product.
• An avenue for communication and feedback to occur.
• Discussions on new service developments can take place.
• Customer feedback would allow for their future needs to be anticipated.
CUSTOMERSERVICE BLUEPRINT...
PurchasingExperience
General ContactExperience
TowingExperience
ClaimsExperience
ComplaintsExperience
CUSTOMERSERVICE BLUEPRINT
Let’s face it. organisations are dependent upon how satisfied their customers are as this directLy transLates into customer LoyaLty. for this reason aLone, organisations shouLd
focus on how to fuLfiL the needs of their customers as the degree of success in this area wiLL uLtimateLy resuLt in the achievement of business goaLs in the Long run.
Enhancing 'customer
experience' with a
PA G E 5
W h at ' s N e W
CONTINUOUSLY MEASURING OUR SERVICES
The process of improvement is a continuous cycle. In order to give better service, we need to know what our issues are and address how to best resolve them. It is only through a process of measurement and review that
improvements can take place. Once corrective measures are implemented, we cannot afford to rest on our l au re l s . I n s t e ad we shou ld cont inuously cha l lenge the improvements by repeat ing the measures, reviewing it and improving the cycle further.
AreA Service DeScription Activity volume
WhAt Will be meASureD
hoW We Will meASure it
Purchasing of Insurance Products
1) Quotations2) Insurance renewal3) Receipting4) Policy issuance
1,000,000 policiesissued in 2012
1) Staff efficiency2) Staff courtesy3) Comfort4) Overall service5) Recommend to others
Customer Satisfaction Survey forms distributed atCounter / Branches
Claims 1) Investigation2) Approval process3) Settlement
30,000claims reported in2012
1) Staff efficiency2) Staff courtesy3) Time taken for resolution of claim
Randomly call customers for over the phone survey
Towing 1) Call 1-800-88-50052) Tow truck dispatched3) Vehicle towed4) Other services rendered
5,000 cases in 2012 1) Staff efficiency2) Staff courtesy3) Speed of service
Randomly call customers for over the phone survey
Complaints 1) Investigation2) Resolution
Less than 250complaints received in 2012
1) Complaint resolution time2) Number of complaints
1) Monthly reporting2) Periodical comparison
General Communication/ Contact through Call Centre
1) General info2) Quotations3) Claims info4) Insurance renewal5) Policy issuance
350,000calls received in 2012
1) Staff courtesy2) Dropped calls3) Product knowledge4) Overall service
1) Computerised reports2) Mystery calling
FocuS AreAS commencementDAte
trAcKinGFreQuency
FormAt oFreportinG
StAtuS
Phase 1PurchaseExperience ComplaintsExperience
1 April 2013
Ongoing
Monthly
Monthly
Survey Forms
Monthly Reports
Ongoing
Ongoing
Phase 2Towing ExperienceClaims Experience
1 May 20141 May 2014
1/2 Yearly1/2 Yearly
Proposed by:Phone SurveyPhone Survey
In Planning Stage
Phase 3General ContactExperience
When the new PABX system is installed
Monthly Monthly Reports In Planning Stage
BETTER THINGS TO COME
The blueprint holds the promise of a better future for both the Uni.Asia General customer as well as the company. While the customer ultimately benefits from excellent services, the blueprint allows us to better ourselves in various ways be it developing a more positive attitude, polishing our people skills, learning to communicate more effectively or becoming better ‘quality’ employees.
Needless to say this whole process is a continuous cycle of ‘measuring-reviewing-improving’ in order to extend only the best to our customers at all times and to keep Uni.Asia General ahead of its competition.
AREAS OF FOCUS
Roll Out Phase
MEASURE
IMPROVE REVIEW
Kota Kinabalu branch
o F F I c e G r a p e V I N e
PA G E 6
SAYING‘THANk YOU’OVER A CUP OF TEA
Klang branch
Kuantan branch teluk intan branch
Sungai petani branch
taiping branch
headquarters
PA G E 7
o F F I c e G r a p e V I N e
What better way to communicate thanks and appreciation than by gathering everyone for a Tea Party!
That’s exactly what the management of Uni.Asia General did to celebrate the commitment, hard work and dedication of their employees in ensuring the success of the company this past year.
Held simultaneously in all the branches nationwide on 26 June 2013, the Tea Party also provided the perfect setting to strengthen closer
ties between staff and the management of Uni.Asia General. The CEO's message of “Thank you for the good performance of 2013 and a job well done!” was broadcast live to the branches nationwide. This was the first time such a thing had been done.
Whether in Melaka, Teluk Intan, Kuala Terengganu or Butterworth, the Tea Party proved a huge success with everyone commenting long after the event about the delicious food and the joy of feeling appreciated by the management.
ipoh branch
Kuala terengganu branch
melaka branch
butterworth branch
Special thanks go out to the Tawau Branch Head and her staff for successfully relocating to their
new business premises on 1 July 2013.
The new office is strategically located in the highly accessible Tacoln Complex
that offers ample parking space for customers and agents alike.
Branch Head Thressia Umar thanked her staff for their great effort and commitment in making the move both swift and easy.
Tawau Branch relocates to choice business site
Uni.Asia General is extremely proud of Matthew from Underwriting and Navin from MBD for wearing the Uni.Asia General name and
completing the 42 km full marathon during the Standard Chartered KL Marathon 2013 on 29 September.
Joining Matthew and Navin at Dataran Merdeka were 21 other UAG Sports Club runners, an increase from last year’s 17. Our runners joined a total of 33,607 other runners from 48 countries who took part in the event that carried the theme 'Run for a Reason'.
MATThEw & NAvIN MAkE us pROuDAT sTANDARD ChARTERED kL MARAThON 2013
uni.ASiA GenerAl inSurAnce berhADGround Floor, Lot 556, Block B, TacoIn Complex, Extension II, 91000 Tawau, Sabah Telephone: 089-773437 / 766837 / 755837 Facsimile: 089-749937
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RestaurantRasa Sedap
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New LocationGround Floor, Lot 556, Block BTacoln Complex, Extension II
91000 Tawau, Sabah.Tel: 089-773437 / 766837 / 755837
Fax: 089-749937
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Tacoln ComplexTacoln ComplexTacoln Complex
o F F I c e G r a p e V I N e
PA G E 8