Kurnia Enhances Customer Service Experience through Microsoft CRM

Kurnia採用微軟CRM增強客戶服務 Representing the two companies are (L-R) are Mr Kong Shu Yin, Chief Executive Officer, Kurnia Insurans (Malaysia) Berhad shaking hands with Mr Vincent Ler, General Manager, Enterprise & Partner Group, Microsoft Malaysia. Witnessing the ceremony are (from L-R) Dato’ Quah Teong Moo, Executive Director, Kurnia Insurans (Malaysia) Berhad and Mr Saw Ken Wye, Vice President, Sales & Marketing, Microsoft APAC.

Kuala Lumpur, March 25, 2008 — Kurnia Insurans (Malaysia) Berhad, the leading general insurer in the country signed an agreement with Microsoft Malaysia to be the first user of the Microsoft Dynamics CRM 4.0 in Malaysia. Microsoft Dynamics CRM 4.0 is a business enablement tool for enhancing customer service and customer relationship that is fast to deploy, simple to customise and easy to manage for businesses of all sizes including large enterprises like Kurnia.

The agreement was signed by the Chief Executive Officer of Kurnia Insurans, Mr Kong Shu Yin, and Microsoft Malaysia’s General Manager for Enterprise & Partner Group, Mr Vincent Ler. The event was witnessed by the Executive Director of Kurnia Insurans, Dato Quah Teong Moo, and Mr Saw Ken Wye, VP Sales & Marketing, Microsoft APAC. This strategic partnership marks a positive step taken by Kurnia to consolidate its multiple customers’ interaction points into one single view.

In today's highly competitive environment, keeping customers and maintaining strong relationships is an increasingly challenging task. As the first customer of Dynamics CRM 4.0, Kurnia prides itself in positive customer experiences by reinforcing a “customer centric” culture across the organisation. Kurnia strives to consistently deliver high standards of customer service at every touch point, including its 24-hour Kurnia Auto Assist call centre, 1-hour Kurnia Express claims settlement, claims call centre, SMS renewal services, notification service and JPJ on-line services, all of which are crucial to Kurnia’s business success.

Dynamics CRM 4.0 will enable Kurnia to customise insurance products and services to suit the needs of its policyholders from all walks of life. The CRM enablement tool further empowers its front-liners and its 7,500 agency force to move forward with one-call resolutions and integrated customer touch points, therefore, helping them to serve customers better. It will also allow Kurnia to track and improve its services' turnaround time and to maintain a zero dropped-case record, while providing consolidated views of its operations.

At the signing ceremony between Kurnia Insurans and Microsoft Malaysia, Chief Executive Officer of Kurnia Insurans (M) Berhad, Mr Kong Shu Yin, said they were pleased to be partnering Microsoft to ensure a seamless customer experience through automated workflow processes while automating KPI measurements and reporting systems for better analysis of results and behavioural patterns which results in faster and better decision-making.

"We have chosen Microsoft Dynamics CRM 4.0 because it is easy to use with a familiar user interface, extendable and is quick to implement. It allows us to focus our efforts on core business strategies, while being well supported by a global committed partner." He continued, "This is one of the main reasons why Microsoft is our technology partner. It is well-known for technology innovations and its vision of a ‘people-ready business’ – empowering people through software. This vision is in line with ours, towards superior customer experience by empowering our front-liners with the right tools to maintain a high standard of customer satisfaction."

The CRM strategy execution is driven by business challenges and as an enhancement of the current level of service. Customer service enhancement is one of the critical areas to ensure the success of Kurnia's on-going transformation journey. We have engaged an international consultant to embark on a the multi-million Transformation of Operations and Performance (TOP) programme last year to further strengthen Kurnia’s core operations in Claims Management, Agency & Marketing Management and Performance Management. This transformation project is mainly to improve Kurnia’s performance and brand image through enhanced customers’ service experience.

As Kurnia continues to face stiff competition from global and local insurers, Dynamics CRM 4.0 will assist Kurnia in staying ahead and differentiating against its competitors by effectively delivering customer information, case management, service history and support knowledge directly to the desktops of its customer service representatives. This gives Kurnia the edge in its endeavor to deliver consistent and efficient service that enhances customer loyalty.

"We are making the ‘power of choice’ a reality for businesses in Malaysia,” said Mr Vincent Ler, General Manager, Enterprise & Partner Group of Microsoft Malaysia during the signing ceremony between Kurnia Insurans and Microsoft Malaysia. "Microsoft Dynamics CRM works the way people and businesses do, by adapting to fit the processes businesses already have in
place, rather than forcing the process to fit the technology. We believe Microsoft Dynamics CRM 4.0 will enable Kurnia to create a seamless customer experience environment that enhances employee productivity and boost Kurnia’s competitive advantage.

Dynamics CRM 4.0's flexibility and expandability will also allow it to adapt and grow in relation to Kurnia’s continued development as it is equipped to serve businesses in a diversified global market since it is fully multi-tenanted, multi-lingual and highly scalable," he continued.

Since January 2008, Microsoft Corp has begun the global launch of Microsoft Dynamics CRM 4.0 by announcing the availability of the CRM solution in 25 languages globally. Microsoft also launched a 12-week global launch tour to give organisations worldwide the opportunity to experience Microsoft Dynamics CRM for themselves.