Tawasol Final

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OMSPlus produced powerpoint presentation showcasing the marketing communications campaign for Tawasol, Doha Bank’s customer care center which contributed to the bank’s success in winning the Best in Customer Care in the Middle East.

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Tawasol Final

  1. 2. Through inspirational leadership and focus on our customers, we are committed on delivering a standard of service that is viewed as an industry benchmark. Doha Bank has a long-standing commitment to help customers become financially better off by providing relevant solutions to their unique needs. This can only be achieved by building trust and loyalty through our actions, our product offerings and by responding effectively to customer concerns. > Doha Bank’s Customer Focus Strategy
  2. 3. > Doha Bank’s Customer Focus Strategy This philosophy resulted to Doha Bank’s Customer Care Center called “Tawasol”.
  3. 4. Tawasol means staying in touch. It is our unique way of connecting with our customers. Tawasol is an extension of Doha Bank’s corporate core values. It’s about Doha Bank being passionate about providing one-on-one, person-to-person type of customer service – caring, friendly, efficient, responsive, personal and professional. It’s about building a relationship with the customers based of trust and confidence to earn their loyalty.   > What is Tawasol?
  4. 5. - Acts as one-stop customer care center to address all types of customer concerns and enquiries - Provides systematic and standardized service quality at all times - Enhances TAT of resolving customer complaints and acts as the one-point customer interface - Ensures all our customers are treated fairly at all times. > Objectives of Tawasol
  5. 6. <ul><li>- All customers are informed about our unique </li></ul><ul><li>products & services offerings </li></ul><ul><li>- Acts as a differentiator to take the prime mover </li></ul><ul><ul><li>advantage enabling us to work continuously </li></ul></ul><ul><ul><li>towards providing quality service to </li></ul></ul><ul><ul><li>our customers. </li></ul></ul>> Objectives of Tawasol (con’t)
  6. 7. <ul><li>- Placement of highly qualified knowledgeable </li></ul><ul><ul><li>customer service staff </li></ul></ul><ul><li>- Providing complete access to the customer service </li></ul><ul><li>staffs to resolve all issues with a faster TAT </li></ul><ul><li>- Integration of all customer delivery channels with </li></ul><ul><li>with Tawasol team to resolve all customer related </li></ul><ul><li>issues </li></ul>> Tawasol’s Customer-Centric Strategies
  7. 8. - Regular review of customer issues to bring about valuable improvement within the bank’s internal processes and procedures that impact the bank’s ability to conduct its business efficiently and successfully.  > Tawasol’s Customer-Centric Strategies (con’t)
  8. 9. > Tawasol – Creating a unique customer experience in a unique environment
  9. 10. > Tawasol – Creating a unique customer experience in a unique environment
  10. 11. > Tawasol – Creating a unique customer experience in a unique environment
  11. 12. > Tawasol – Creating a unique customer experience in a unique environment
  12. 13. > Tawasol – Creating a unique customer experience in a unique environment
  13. 14. In order to create awareness for Tawasol, Doha Bank implemented an intensive communications program through an interplay of media and non-media tools, including: - Press Advertising through English and Arabic newspapers in Qatar - Radio spots aired over English and Arabic stations - Outdoor - Publicity / PR coverage of the formal opening of Tawasol > Getting the message out
  14. 15. Opening a two-way communication channel with Doha Bank customers, direct mail, the internet and SMS were likewise utilized. > Getting the message out (con’t)
  15. 16. > Doha Bank inaugurates Tawasol H.E. Sheikh Fahad Bin Jabor Al Thani, Doha Bank Chairman, Mr. Hamad Abdel-Rahman Mannai, head of consumer banking services at Qatar Central Bank, Mr. Ahmed Obaidan Doha Bank Vice Chairman, Mr. R. Seetharaman, CEO Doha Bank Group and Doha Bank officials during the Tawasol opening ceremony.
  16. 17. > Doha Bank inaugurates Tawasol H.E. Sheikh Fahad Bin Jabor Al Thani, Chairman of Doha Bank, Mr. Ahmed Obaidan vice chairman of Doha Bank, Mr. Hamad Abdel-Rahman Mannai, head of consumer banking services at Qatar Central Bank, Mr. R. Seetha-raman, CEO of Doha Bank Group and DB officials inaugurating the Tawasol Customer Care Center.
  17. 18. > Press Advertising
  18. 19. > Press Advertising
  19. 20. > Press Advertising
  20. 21. > Press Advertising
  21. 22. > Radio Advertising Arabic Spot English Spot Radio advertising was launched simultaneously with the press campaign. Radio spots were aired over Arabic and English stations during morning and evening peak hours. To listen to our radio commercial, please click on the speaker buttons below.
  22. 23. > Outdoor Advertising • Mupis • Backlit prisma sign
  23. 24. > Non-Media Communication • Brochure
  24. 25. > Non-Media Communication • Statement Insert • ATM Screen Ads
  25. 26. > Non-Media Communication • Email Ads
  26. 27. > Future Media Communications Activities The communications activities of Tawasol will be sustained throughout the year. A new series of press ads, radio commercial spots along with other non-media communication materials such direct mailers, leaflets and brochures are well underway. All of which are geared towards one goal - to stay in touch with our customers.
  27. 28. Thank You.

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