Member's Case Studies

Brandt International Sdn Bhd

About Brandt International Sdn. Bhd. Brandt International Sdn Bhd is a business transformation consulting and managed services organization specializing in the areas of CRM, HR, Finance & Account and Back End Transactions Processing. Established in 2004, it obtained its MSC status in 2010. From inception, Brandt International Sdn Bhd has been working on its mission of enabling clients deliver enhanced quality of service by improving their people, process and operational efficiencies. It focuses on assisting its customers to transform and enhance their service strategy and operations to meet the business objectives.
Project BPO-CRM, in the areas of Customer Experience Management.
Client’s Needs Problem’s faced / goals:
The Insurance client outsourced its customer management for BANCA operations to Brandt International in 2012 to deal with the challenges of managing the growing BANCA customer base and delivering consistent customer experience to the customers
Solution Brandt helped to set up the BANCA contact centre operations by recruiting, training and setting up a dedicated team for the BANCA contact centre to perform inquiry and request handling, call back services and complaint management, conservation and anti churn management along with data cleansing and validation for customer profiling and segmentation. Brandt was also tasked to ensure the successful implementation of a contact centre solution to support the current and future needs of the company and at the same time define and document all key customers related cross functional processes.
Results Key benefits to the the client are:
  • 50% reduction in customer complaints and cancellation of policies in just 10 months
  • 80% successful conversion on conservation & anti-churn programs
  • Valuable customer insights to enable MSIG to further manage their customer experience while at the same time
Client Quote “We are impressed with the Project Management and Consultancy value that Brandt included into the business proposition from people, process and technology – beyond just the typical nuts & bolts of setting up a “Customer Contact center”. Plus the ability to source the right people and train them to speed to the expectations of the service levels agreed demonstrates strength of Brandt’s resourcefulness.”