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This is why Multifinance should implement CRM

The multi-finance industry is a financial services sector that manages various kinds of financial needs, ranging from financing, investment, lending, and asset management for companies or individuals. In its operations, now the multi-finance industry has slowly shifted towards a more digital digital direction. The aim is none other than to facilitate their service to customers.

One of the digitalisations that is being intensively carried out in this sector is implementing Customer Relationship Management or CRM, which assists their financial consultants in checking customer data which is still a large number so that it can speed up the survey process & make it easier for companies to apply rates based on information obtained in real time. In addition, the existence of CRM in multi-finance is also able to create a communication approach with customers such as presenting offers and various other useful financing facilities.

This time, Helios will discuss customer service trends in multi-finance, how big is the role of CRM in optimizing multi-finance operations, and how Kouventa solutions from Helios can enrich the CRM solutions currently used. Apart from improving communication and customer relations effectively, Kouventa can also be integrated with corporate CRM to provide automatic business notifications such as notifications for payments, invoices, etc. for more details, study the following article.

What are the Trends and & Priorities in Customer Service?

Customer relationship management CRM

In 2022, Gartner conducted a survey of a number of companies that have customer service to get an overview of trends and priorities that must be improved from customer service. There are two main priorities that need attention.

The results of the first survey, as many as 74 percent of respondents said that the increase in content and knowledge conveyed to customers was classified as “important” and “very important”. However, the biggest challenge is to keep information conveyed properly and customers to understand the instructions conveyed.

As for the results of the second survey, 74 percent of respondents stated that creating assistance for a smooth customer journey was classified as “important” and “very important”. Gartner suggests, to accommodate this need, businesses need to focus their budget on developing customer experience technology to increase customer satisfaction.

In addition, according to information reported by Bisnis, this year the multi-finance industry is also showing a positive trend by improving their more stable performance. With this growth, they also chose to invest in customer service technology to improve customer service even better.

The Importance of Digital Customer Experience Solutions for the Development of the Multifinance Industry

With the development of information in this digital era, customer needs will automatically increase and will obviously increasingly demand the services used, especially multi-finance services. As a result, they will definitely expect better service quality, as well as comfortable and safe interactions in making decisions before using multi-finance services.

Therefore, it is important for businesses in the multi-finance industry to implement Digital Customer Experience Solutions in creating a good customer communication experience, as well as building trust, positive image and transparency towards customers. The presence of Digital Customer Experience Solution can also make communication with customers closer, relevant and personalized.

Equally important, the level of security and transparency are the two main factors carried out by the Digital Customer Experience Solution in building an ideal customer experience in a multi-finance environment, considering that customers will definitely be very concerned about security issues in the midst of the threat of hacking and data theft.

What are the Benefits of Digital Customer Experience Solution for Multifinance Companies?

CRM multifinance

Following are a number of advantages for multi-finance businesses in implementing Digital Customer Experience Solutions. Here are some of them.

Seamless Experience

The Digital Customer Experience Solution provides a seamless customer experience, which makes it easier for incoming messages from customers to flow automatically.

Praktis dan Hemat Waktu

To be able to create an optimal customer experience, multi-finance businesses definitely need Digital Customer Experience Solutions that are practical in communicating with their customers. In terms of broadcasting messages to all subscribers at the same time. This method can certainly save time because there is no need to send messages one by one to each customer database.

Automated Business

Notification messages are currently a new benchmark for customers to find out the status of their transactions, so implementing this automated business notification is important to be integrated with every process that occurs in the company’s CRM.

Integrated Capabilities

Another advantage is its ability to be integrated with other systems, so as to speed up operational processes.

Kouventa is a Digital Customer Experience solution from Helios and Its Advantages

Businesses in the multi-finance sector can optimize their customer experience with digital customer experience solutions from Kouventa. Present in the form of WhatsApp Business management, Kouventa can help businesses to communicate with customers in a professional and effective manner. Kouventa comes with four advantages, the following are among them.

1. Assigning & Agent Routing

Every incoming chat from a customer will be automatically assigned to an agent that is currently available. Not only that, this feature is also able to allocate to divisions according to customer needs so that their messages and requests can be handled without delay.

2. Broadcast Messages

This feature allows multi-finance businesses to send messages simultaneously to all their customers. Messages sent can be in the form of promotions, campaigns, event notifications, or other messages. In addition, businesses can also find out the results of broadcast messages such as the number of incorrect customer phone numbers or the number of responding customers. Interestingly, businesses can also send messages such as event reminder messages long before the event date is held.

3. Data Reporting

Multi-finance businesses can generate reports that can be customized according to their needs, such as financial data reports on WhatsApp Business usage, agent performance data, total message data received and sent, as well as other data requirements according to company needs.

4. Integrated and Safer

Kouventa also helps businesses perform certain application integrations to the company’s WhatsApp Business account. Thus, this particular application can connect to WhatsApp and streamline business processes to be faster and more effective. Not only that, businesses can also integrate WhatsApp Business accounts with company databases without having to worry about data leakage, because everything is done on-premise.

Your business is engaged in the multi-finance sector and want to achieve the right Digital Customer Experience solution? Kouventa is the answer! Immediately create the best customer experience with Kouventa, and get a series of solutions from Helios Informatika Nusantara.

 

Baca Juga : Pentingnya Customer Engagement Solution Untuk Meningkatkan Pertumbuhan Bisnis Anda 

 

Helios as an IT Solutions Provider for the Multifinance Industry in Indonesia

Your business is engaged in the multi-finance sector and want to find the right CRM solution? Kouventa is the answer! Immediately create the best customer experience with Kouventa, and get a series of solutions from Helios Informatika Nusantara.

As an IT solution provider, Helios will help you implement Kouventa solutions, starting from the consultation, deployment, management, to after-sales support to make your business easier. Supported by an experienced and certified IT team, Helios will also ensure your business avoids trial and error when implementing Kouventa solutions.

Interested in Kouventa’s solution from Helios? Feel free to contact us at  [email protected] for more information. 

Penulis: Jeko Iqbal Reza 

Content Writer CTI Group 

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If you are one of the organizations listed in paragraph 2 above and are interested in linking to our website, you must inform us by sending an e-mail to Helios Informatika Nusantara. Please include your name, your organization name, contact information as well as the URL of your site, a list of any URLs from which you intend to link to our Website, and a list of the URLs on our site to which you would like to link. Wait 2-3 weeks for a response.

Approved organizations may hyperlink to our Website as follows:

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No use of Helios Informatika Nusantara’s logo or other artwork will be allowed for linking absent a trademark license agreement.

 

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Without prior approval and written permission, you may not create frames around our Webpages that alter in any way the visual presentation or appearance of our Website.

 

Content Liability

We shall not be hold responsible for any content that appears on your Website. You agree to protect and defend us against all claims that is rising on your Website. No link(s) should appear on any Website that may be interpreted as libelous, obscene or criminal, or which infringes, otherwise violates, or advocates the infringement or other violation of, any third party rights.

 

Reservation of Rights

We reserve the right to request that you remove all links or any particular link to our Website. You approve to immediately remove all links to our Website upon request. We also reserve the right to amen these terms and conditions and it’s linking policy at any time. By continuously linking to our Website, you agree to be bound to and follow these linking terms and conditions.

 

Removal of links from our website

If you find any link on our Website that is offensive for any reason, you are free to contact and inform us any moment. We will consider requests to remove links but we are not obligated to or so or to respond to you directly.

We do not ensure that the information on this website is correct, we do not warrant its completeness or accuracy; nor do we promise to ensure that the website remains available or that the material on the website is kept up to date.

 

Disclaimer

To the maximum extent permitted by applicable law, we exclude all representations, warranties and conditions relating to our website and the use of this website. Nothing in this disclaimer will:

  • limit or exclude our or your liability for death or personal injury;
  • limit or exclude our or your liability for fraud or fraudulent misrepresentation;
  • limit any of our or your liabilities in any way that is not permitted under applicable law; or
  • exclude any of our or your liabilities that may not be excluded under applicable law.

The limitations and prohibitions of liability set in this Section and elsewhere in this disclaimer: (a) are subject to the preceding paragraph; and (b) govern all liabilities arising under the disclaimer, including liabilities arising in contract, in tort and for breach of statutory duty.

As long as the website and the information and services on the website are provided free of charge, we will not be liable for any loss or damage of any nature.

PRIVACY POLICY

At PT Helios Informatika Nusantara, ensuring the privacy and security of your information is of utmost importance to us. As you navigate through our website, https://www.helios.id/, collectively referred to as this “Website”, we strive to create a safe and trustworthy environment for all users. This Privacy Policy establishes the terms governing your use of our website between you (“you” or “your”) and [Helios Informatika Nusantara]. By accessing our website, you acknowledge that you have reviewed, understood, and consent to be bound by this Privacy Policy.

Information We Collect

When utilizing or engaging with our Website, we may gather or receive various types of information, collectively referred to as “Information”, including but not limited to:
  1. “Personal Information,” such as your name, email, contact details, or any other personal content provided to us via forms on our website or other means of communication (e.g., email, phone, mail, etc.).
  2. “Technical Information,” such as browser type, operating system, device type, IP address, and similar technical data typically obtained automatically from browsers or devices when interacting with our Website. This may also encompass the referring URL that directed you to our website.
  3. “Usage Information,” such as the pages visited on our website, click activity, searches conducted, and other related data on how you have utilized our website. This category may also encompass details regarding your interaction with emails, including whether you opened, clicked on links, or received them.
We acknowledge that certain Technical Information or Usage Information may be considered personal data, either independently or when combined with other data, under various laws and jurisdictions. We are committed in handling such data in accordance with applicable laws and regulations.

The Methods We Use to Collect and Receive Information

Depending on the type of Information, we collect or receive it through various channels, including but not limited to the following conditions:
  1. When you voluntarily share Information with us. For instance, when you subscribe to our newsletter or fill out our online form to request contact.
  2. By using cookies and similar technologies. These technologies help us analyze how our Website is utilized and tailor content that is pertinent to you. They also assist in delivering more relevant advertisements on our own or third-party sites.
  3. Information obtained from third-party sources. This encompasses Information acquired through various business support tools and services we utilize, such as Website, analytics services, etc., as well as public sources like social media sites. We may merge the Information from these sources with other data we possess to maintain updated records and provide you with pertinent content.

The Purposes

We utilize Information for the following purposes:
  1. Processing your inquiries and responding to your requests, such as when you reach out to learn more about our products or services.
  2. Sending you information related to our services and products that we believe may be of interest to you, such as an invitation to our upcoming events, follow-up by WhatsApp blast and/or call, newsletters, or updates on products and services. These communications are sent to you either based on your explicit consent or when we have a legitimate interest in marketing our products and services. You always have the option to optout of receiving invitation, newsletters, and/or updates on products and services.
  3. Understanding how you interact with our Website and tailoring it to align with your interests, past actions, and preferences. We do this to enhance our Website, diagnose any issues, and improve your experience while navigating through them.
  4. Preventing fraud or harm to us or any third party, and ensuring the security of our network and services, which is in our legitimate interest.
  5. Complying with our legal obligations and exercising and enforcing our legal rights as necessary for PT Helios Informatika Nusantara.
  6. Utilizing certain third-party marketing and advertising networks to assist in marketing our products on our website and third-party Website.

Who We Share Information With

To facilitate our business operations and the functioning of our Website, we may disclose Information to various third parties, including:
  1. Our global branches and subsidiary companies.
  2. Third-party service providers aiding in the operation of our Website, such as hosting companies, recruitment platforms and agencies, payment processors, business management,and email distribution service providers, and similar service providers. These entities are authorized to use your personal information solely to provide these services to us.
  3. When compelled by law, such as to comply with court orders, search warrants, regulatory orders, subpoenas, and other lawful requests from public authorities, including those for national security or law enforcement purposes.
  4. Legal authorities, consultants, advisors, or service providers required to investigate, respond to, or prevent fraud, or to ensure the security of our network and services and safeguard the well-being of PT Helios Informatika Nusantara or the public.
  5. In the event of a merger and/or acquisition involving PT Helios Informatika Nusantara, Information may be transferred to the merging or acquiring entity, as well as to any advisors representing parties involved in discussions related to such merger or acquisition.
  6. Principal, resellers, partners, sponsors, or service providers acting on our behalf in conjunction with the offering of PT Helios Informatika Nusantara]’s products or services.
  7. Third-party marketing and advertising networks assisting in the promotion of our products on our Website and on third-party websites, such as Google for remarketing ads across the Internet.
  8. PT Helios Informatika Nusantara may also disclose general aggregate and anonymized information (e.g., statistical data) pertaining to the use of its Website.

Cross Border Data Transfers

  1. We may need to transfer Information to countries where we and/or our service providers operate. These countries may have different data protection laws compared to the country where the data originated, potentially offering different levels of protection. By using our Website, you consent to such transfers. In cases where applicable to the services provided, we will establish agreements with our service providers to ensure a level of privacy consistent with the terms of this policy.
  2. Regarding the collection, use, and retention of personal information transferred from Indonesia, please note that PT Helios Informatika Nusantara remains compliant with all relevant laws concerning such transfers.

Protecting Your Information

We aim to uphold top-tier security standards throughout our business operations. We have adopted suitable technical and organizational safeguards aligned with industry best practices. These safeguards are devised to prevent unauthorized access or unlawful handling of Personal Information and to mitigate the risk of accidental loss, destruction, or damage of such information. As part of these efforts, we have instituted several policies and procedures to guide us, covering aspects such as asset management, access control, physical security, personnel security, product security, cloud and network infrastructure security, third-party security, vulnerability management, security monitoring, and incident response.

Information Storage and Retention

We may store Information on both our own servers and those managed by third-party data hosting providers. As explained in Section 5 above (Cross Border Transfers), these servers may be situated globally. We will retain your Personal Information only for as long as necessary to fulfill the collection’s intended purpose. Additionally, we may retain your Personal Information for the duration required to pursue our legitimate business interests, address any legal claims, and ensure compliance with legal obligations. In instances where we utilize your information for direct marketing, we will retain your data until you choose to opt-out of receiving marketing materials; however, certain information may need to be retained to maintain a record of your request.

Modifications to This Policy

PT Helios Informatika Nusantara reserves the right to amend this Privacy Policy at any time. In the event of a significant change, we will provide notice on this page and/or adjacent to the link leading to this page. These updates will become effective immediately for new Information collected or provided from the date of the update, and within thirty (30) days for any Information collected or provided to PT Helios Informatika Nusantara prior to the update. If you do not agree to the terms of the revised policy, please contact our Legal Department using the contact details provided in Section 11 below. We encourage you to periodically review this page for any updates.

Your Choices

We offer you various options regarding the use of Information in relation to: (i) our marketing activities; and (ii) our utilization of cookies and similar technologies for interest-based advertising and website usage analysis
  1. You can choose to discontinue receiving our newsletter or marketing emails by following the unsubscribe instructions included in these emails, adjusting email preferences in your account settings page, or contacting us through https://www.helios.id/. You can manage your preferences concerning our use of cookies and similar technologies, which are used to provide targeted interest-based advertisements and analyze your website usage, by referring to our Cookie Policy for guidance.
  2. Moreover, the laws in some jurisdictions may grant you various rights concerning our processing of certain Information. These rights may include:
    • The right to withdraw previously provided consent;
    • The right to access specific information about you that we process;
    • The right to rectify or update any Personal Information;
    • The right to request the erasure of certain Information;
    • The right to temporarily suspend our processing of certain Information;
    • The right to receive Information in a common machine-readable format;
    • The right to object to our processing of Information for direct marketing purposes or when we rely on legitimate interests as the lawful basis for processing your information; and
    • The right to file a complaint with the relevant data protection authority.
We will address your requests promptly. Please note that these rights may be subject to limitations under applicable law. For further information on these rights or to exercise them, please contact [Helios Informatika Nusantara] at: [email protected]

Social Media and Third-Party Services

Our Website may include a blog with a ‘comments’ section and several social media features, such as a ‘share’ button or links to third-party websites and services like Facebook, X, YouTube, LinkedIn, and Instagram. When utilizing these features, certain information may be gathered by these third parties, such as your IP address or the specific page you are visiting on our website. Additionally, these third parties may set cookies to ensure the proper functioning of the features. Any data collected by these third parties is subject to their respective privacy policies. We encourage you to thoroughly review the privacy policies of these third parties.

Contacting Us

If you have any questions or concerns regarding this Website Privacy Policy, the information we collect, PT Helios Informatika Nusantara’s practices, or your interactions with the Website, please feel free to contact us. You can reach us via email at [email protected] or by physical mail addressed to: PT Helios Informatika Nusantara  Centennial Tower, 12th Floor Jl. Jend. Gatot Subroto Kav. 24-25 Jakarta 12930, Indonesia phone: +62 21 8062 22