Jakarta, July 15, 2024 - In the ever-evolving digital era, customer experience (CX) is a key factor in determining a company's success. Effective CX does not only increase customer satisfaction but also contributes to increased revenue and operational efficiency for the company.

Companies with suboptimal CX strategies risk losing customers, revenue, and reputation. Conversely, a study by Adobe at the end of 2023 found that companies prioritizing CX can gain 23% more customers compared to other companies. This finding underscores that companies are increasingly prioritizing CX, and strategies to strengthen CX are becoming more crucial in maintaining their competitive edge.

Meanwhile, McKinsey’s analysis shows that companies with good CX achieved more than double the revenue growth compared to other companies between 2016 and 2021. Their revenues also recovered more quickly from the COVID-19 pandemic compared to other companies.

So, what can companies do to optimize CX that positively impacts their business? One strategy is to enhance customer experience and facilitate communication between the company and customers through customer service applications and Customer Engagement Platforms (CEP). This approach has been adopted by PT Mitsubishi Motors Krama Yudha Sales Indonesia (MMKSI), the official distributor of passenger and light commercial vehicles from Mitsubishi Motors Corporation (MMC), in partnership with the digital business service company, transcosmos Indonesia (TCID).

Since 2017, MMKSI has collaborated with TCID in the customer relationship management (CRM) sector through the development and maintenance of the My Mitsubishi Motors ID customer service application. This application was created to enhance customer convenience and time efficiency when customers require after-sales services from MMKSI.

transcosmos Indonesia Vice President Director, Ardi Sudarto, said, “We believe that CX is the key to winning the competition in this digital era. The increased customer satisfaction at MMKSI is a source of pride for us. With strong commitment, we are dedicated to being a partner for companies in Indonesia that want to undergo digital transformation, especially in the field of CX.”

As of the first quarter of 2024, the number of customers using the My Mitsubishi Motors ID application for service booking, test drives, and emergencies, continues to increase.

Through My Mitsubishi Motors ID, customers can access emergency services (24-Hour Workshop) and contact Customer Service, which operates 24 hours a day. When customers use the emergency service in the application, the system can determine the user’s location, allowing technicians to quickly assist customers experiencing issues with their vehicles.

In addition, various other interesting features that Mitsubishi Motors customers can use through this application include:

1. Find Dealer (Customers can find the nearest Mitsubishi dealer from their location)
2. My Vehicle (A feature for registering the customer’s vehicle VIN to get service history and service reminders)
3. Service Booking (A feature to book service appointments)
4. Track Vehicle Order (A feature that provides information on the vehicle order process until delivery)
5. Credit Simulation (A feature for calculating credit for customers who want to buy a car through Dipo Star Finance, including trade-in options)
6. MiMate (An online community feature for Mitsubishi customers to share stories, moments, and experiences through photos and videos)
7. Book Test Drive (A feature for customers to book a test drive)
8. Explore Cars (Information related to Mitsubishi vehicles)
9. Special Promo (Information on Mitsubishi vehicle sales promotions)
10. Spare Parts (Information on spare part price estimates)
11. My Coupon (Information on Mitsubishi Motors promotions through coupons that customers can claim/redeem)
12. Owner Manual (Information on Mitsubishi vehicle owner manuals that customers can download directly)

Over time, in 2019, TCID provided the latest innovative solutions and additional services in the form of a Customer Engagement Platform (CEP) for MMKSI. This CEP service helps MMKSI automate marketing activities according to different customer segments and behaviors.

MMKSI Deputy Group Head of Customer Experience Ilham Iranda Syahputra, said, “We are committed to continuously improving the quality of our customer service through the MMID application and CEP services from TCID. We believe that by providing access and enhancing communication between customers and the company through My Mitsubishi Motors ID, we can deliver a better experience for our customers. The CEP service from TCID also helps increase our efficiency and effectiveness in the marketing sector, as it is tailored to different customer segments and behaviors.”

The MMID application owned by MMKSI has received a positive response from customers, “We hope the My Mitsubishi Motors ID application can become the primary choice for customers or prospective customers to communicate directly with us,” said Ilham Iranda Syahputra.

transcosmos Indonesia is a provider of customer experience and digital business services and a subsidiary of transcosmos Inc., a Japan-based company established in 1966. transcosmos Indonesia offers integrated services to support various aspects of clients’ businesses, including CX technology.

For further information, please visit transcosmos Indonesia, Instagram transcosmos Indonesia, dan Linkedin transcosmos Indonesia

About transcosmos Indonesia

Established in 2013, transcosmos Indonesia operates within the realms of digital business services and customer experience. With over 3,000 employees spread across three locations in Indonesia-Jakarta, Semarang, and Yogyakarta-transcosmos Indonesia has garnered trust from a diverse clientele spanning multiple industries such as e-commerce, retail, telecommunications, banking, and insurance. transcosmos Indonesia offers a wide range of services including contact center support, digital marketing, e-commerce assistance, data entry, IT support, and more, making it a reliable partner for businesses seeking comprehensive solutions.

About transcosmos inc.

Transcosmos launched its operations in 1966. Since then, we have combined superior “people” with up-to-date “technology” to enhance the competitive strength of our clients by providing them with superior and valuable services. transcosmos currently offers services that support clients’ business processes focusing on both sales expansion and cost optimization through our 181 bases across 35 countries/regions with a focus on Asia, while continuously pursuing Operational Excellence. Furthermore, following the expansion of the e-commerce market on a global scale, transcosmos provides comprehensive One-Stop Global E-Commerce Services to deliver our clients' excellent products and services to consumers in 46 countries/regions around the globe. transcosmos aims to be the “Global Digital Transformation Partner” of our clients, supporting the clients’ transformation by leveraging digital technology, and responding to the ever-changing business environment. Visit us here https://www.trans-cosmos.co.jp/english/