CREATING VALUE THROUGH NEW CUSTOMER JOURNEY BY CUSTOMER EXPERIENCES

1. CREATING VALUE THROUGH
NEW CUSTOMER JOURNEY BY CUSTOMER
EXPERIENCES
Juli 2018

2. PT VADS Indonesia | www.vads.co.id
Profile Speaker
Best Sales Reward 119% from Metrodata Director 2001
Best Product Manager DeLL at Astragraphia 2005
Best Product Manager DeLL, EMC & SUN at Astragraphia 2006
Best Account Manager at Sigma Cipta Caraka (Telkom Sigma) 2009
Best Sales Manager at Visitek 2011
Best Team 120 % Sales Achievement at Mandawani 2011
Best Deal Sales FY 2014 Telekom Malaysia Group 2014
Best Subsidiaries TM Group 2014
Best Sales Leader TM Group 2015
Achivement

3. PT VADS Indonesia | www.vads.co.id
Vision
To become an international service-excellence-standard BPO,
delivering total solution to our customers, sharing mutual benefits to
our partners and providing a good place to work for our employees.
Mission
To deliver service excellence in a standardized, effective, efficient and
courteous manner that brings satisfaction to our clients and their
customers, partners, and employees.
About PT VADS
PT VADS is your one stop solution. We provide the details for you to
run your business and perform at your best. We put process,
technology, and people together to reach your ultimate goal.

4. PT VADS Indonesia | www.vads.co.id
Our Values
PT VADS serves you from the heart
Smart
We give you the right solution using the right resources and the right methods.
Trustworthy
We say what we mean, mean what we say and hold to our word.
Efficient
Efficiency in doing things right, timely, appropriately and resourcefully.
Proactive
We value your problems as ours and we proactively resolve them for you.
Services Excellence
We deliver high quality standard services and solutions to every single client.
The values keep the business in its best performance.

5. PT VADS Indonesia | www.vads.co.id
Strategy PT VADS INDONESIA
Customer Centricity
If You Shine I Shine too
- Partnership Value Add
- Sales Generation
- Culture Transformation
- Awards
- Quality Expertise
-Operation excellence
-ICT Setting up Foundation
-ICT Customer Establishment

6. PT VADS Indonesia | www.vads.co.id
Culture PT VADS Indonesia
Big As Ants
Team Work Spirit
Unity for Better Achievement
VADS as Choosen Digital Partner
Business Made Easier
Grow Indonesia
FAST & BIG
One
Client
Focus
Culture
Transformation
2008 - 2011
2012- 2013
2014 2015 2016 2017 2018

7. PT VADS Indonesia | www.vads.co.id
Best Use of Social Media In The Contact Center
( Contact Center World Asia Pacific 2015 )
Best Technology Innovation - Internal Solution
( Contact Center World Asia Pacific 2015 )
Best Sales Campaign Inbound or Outbound
( Contact Center World Asia Pacific 2015 )
The Subsidiary Award 2015
( TM Awards 2015 )
Best Quality Company
( Platinum Community Awards 2015 )
Best BPO Services - Indonesia
( APAC Maritime & Shipping Awards 2016 )
Gold Best Analyst
( Contact Center World 2017 )
Awards PT VADS Indonesia
PT VADS Indonesia | www.vads.co.id

8. PT VADS Indonesia | www.vads.co.id
Customer Experience
Creating Value Through New Customer Journey By Call Center PT VADS Indonesia
• A World Class Services to Your Value Customer
• More Engage and Proactive with Our OmniChannel Solution
• You Can Create Persona Based on Your Customer Behaviour
• Transform Customer Satisfaction Became Customer Experience
• Cost Eficiency and Boost Your Company Revenue

9. PT VADS Indonesia | www.vads.co.id
Implementing World Class BPO
Service
Quality
Revenue
Cost
Customer
Satisfaction
Profitability
We have been Certified for
COPC-2000
Standar Release 4.3
Operation

10. PT VADS Indonesia | www.vads.co.id
Customer Journey Lifecycle Solutions
• Knowledge Management
• Business Analytics
Knowledge Process Outsourcing
• Soft Skill Training
• Recruit, Train and Placement
• Assesment Center
Human Capital Management
• Document Management
• Application Processing
• Payment Processing
Backoffice Processing
• Facilities Management
• Disaster Recovery
• Hosted Contact Center
Business Suite / Facility Management
ACQUISITION MANAGEMENT RETENTION
Customer Management Revenue Assurance
• Tele Sales / Tele Marketing
• Outbound Services
• Inside Sales
• IVR Sales
• Customer Care (Inbound)
• Walk in Center
• Social Medis
• Learning & Training Development
• Tele Collection
• Tele Reminder

11. PT VADS Indonesia | www.vads.co.id
Customer Experience
Customer Experience is the quality of the experince as apprehended by customer resulting from direct
or indirect contact with any touch point of a company
What is Customer Experience ?
Product
Inward focused company
Service
Brand focused company
Experience
Emotionally – intelligent
Ecosystem – aware company
we think this
thing is cool
Let’s wrap it
in a pretty
bow
We are
valued if we
are
remembered
We love that it works
We’re save if customers are
satisfied
We can win longterm
profit in a competitive
world with sustained
customer engagement
Sumber : Ward (2011)
http://pkward.com/experience-management-strategy

12. PT VADS Indonesia | www.vads.co.id
Transformation CX
Branch
Mobile
Web
Email
Chat
SMS
Contact
Centre
Kiosk
Customer
Brick and Mortar
Borderless Customer Care
Voice
Multiple channels but little
cross-channel consistency
Multichannel
Voice Channel
Consistent experience
across allchannels
Omnichannel
Customer Care Center

13. PT VADS Indonesia | www.vads.co.id
Customer Experience
PT VADS Indonesia in Creating Customer Experience
1. Talent Developments, Process and Analytics
2. Omnichannel Technology For Customer Voice And Non Voice
3. Smart Virtual Assistant
4. Learning Center To Develop People From Non Digital To Digital
5. Design Thinking Methodology To Support Implementation Of Digital
Services

14. PT VADS Indonesia | www.vads.co.id

15. People SystemProcess
Agent deal with
only voice
Agent deal with
voice, email, chat,
web, social etc.
One process from
one system to
another
Agent connected
to multiple
systems
Agent interacts
with one system
Multiple process;
many systems
Customer experience through seamless journey

16. Customer Life Cycle
Phone
SMS
Social Media
Website
Self Service
Proactive Engagement/ Apps
IVR
XL Center/Retail
Processes
People Competencies
Technology
CSI NPS NES CLI
CS Digital Q Communication SalesNegotiation
Omni- Channel Automation Analytic Artificial Intelegence
I’m Thinking I’m Joining I’m Using I need Help
New Digital Journey : required changes to shift to digital channel
Physical info changes, less
visualized on call center 817 and
emphasized to digital service
channel
Deliver message at the first time
when engage to customer by
emphasizing digital channel as
preffered service channel
Notify customer with digital
service channel existence and
push the message through
digital channel
New journey created by
continously bringing soft
awareness to digital
service channel
© 2017 PT. VADS Indonesia Confidential

17. • Trusted
• Diverse perspective
• Consultative
• Rewarding
• Hassle free
• Fast
• Personalised
• Expert supportPersona
Expectation:
Adam, a tech savvy,
professional,
mid-20’s
Digital Customer Journey Mapping by Personas
I’m Thinking I’m Joining I’m Using I need Help
© 2017 PT. VADS Indonesia Confidential

18. PT VADS Indonesia | www.vads.co.id
Business Case
2008 – 2009
1 client
2010 – 2011
2 Client
2012
5 Client
2013
14 Client
2014
18 Client
2015
24 Client
Client Growth

19. PT VADS Indonesia | www.vads.co.id
Business Case
Client Growth
2016
58 Client
2017
65 Client
2018
75 Client

20. @IDVADS
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PTVADSIndonesia
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