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Delivering
Service Excellence
in Start Up
GADE MEET UP
by Tantia Dian
TANTIA DIAN
VP OF OPERATIONS, ALODOKTER
(2016 - NOW)
HEAD OF CUST. OPS, TRAVELOKA
(2014 - 2016)
60 % > 98 %
TRAVELOKA RECAP
2 hrs > 15 mins
Telephone Answer Rate
Email Answer speed
24 hrs > 1 hr
Case Solving Time
CUST. OPS TEAM
SEBAGAI WAJAH PERTAMA TRAVELOKA
TOP NOTCH
SERVICE
RELIABILITY SECURITY
Building
Blocks
People
Process
Technology
BUSTTHEMYTH # 1
Service Excellence is Not
Customer Service's Job Only
ALODOKTER SERVICES
BAGAIMANA KUALITAS PARIPURNA DIBERIKAN PADA
SETIAP LAYANAN
Hospital /
Doctor
Booking
Search Chat Insurance
IT TAKES A VILLAGE!
OPS TEAM
Memastikan pelaksanaan
secara oeprasional tepat
sesuai SLA
CUSTOMER ORIENTATION
PRODUCT TEAM
Memastikan produk yang
mudah digunakan melalui
UI / UX
MEDICAL TEAM
Memastikan semua layanan
aman secara medis
PARTNERSHIP TEAM
Membangun kerjasama bisnis
dengan partner yang tepay
MARKETING TEAM
Memastikan komunikasi yang
tepat dengan pelanggan
DATA TEAM
Memastikan setiap tahapan ter
monitor dengan baik
BUSTTHEMYTH # 2
Service excellence is not the
end of the journey, it's the
entire journey
EXCEPTIONAL
CUSTOMER
EXPERIENCE
PILLARS
DESIGN
CULTURE
INSIGHTS
Each Touchpoint as Integral Experience
and thoroughly Measured
PILLAR #1 : DESIGN
FIVE TOUCHPOINTS
PRE-
TOUCH
Product
Display
FIRST-
TOUCH
CORE-
TOUCH
LAST-
TOUCH
IN-
TOUCH
Digital Ads/
Branding
Product
selection to
payment
Check out
page
Customer
Loyalty Program
Mission of serving people in an
authentic way
PILLAR #2 : CULTURE
You win good people by being good people
What People Love and What They Hate
PILLAR #3 : INSIGHTS
And continously iterate
BUSTTHEMYTH # 3
It's not enough to deliver
what customer expects
TRANSFORMING
HEALTHCARE
Layanan prima tanpa
mengorbankan
keamanan secara medis
MEANINGFUL DATA
ACTIONABLE INSIGHTS
MEASUREABILITY
Technology as Power
Inovasi
dengan
memetakan
perjalanan
pelanggan
Summary
Service excellence is not
customer service job's only
Service excellence is not the end
of the journey, it's the entire
journey
It's Not enough to deliver only
what customer expects
STAY CONNECTED
FOR INQUIRIES
tantia dian
Linkedin
tantia90@gmail.com
Email Address
tantia dian
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Delivering service excellence in start up