Chinatrust Philippines ups customer service quality with SAP

Posted: October 11, 2009 in Tech

Chinatrust (Philippines) Commercial Bank Corporation, a subsidiary of Chinatrust Commercial Bank — one of the 200 largest commercial banks in the world, — acquired the license to SAP CRM (Customer Relationship Management) solution in an effort to improve its management of customer inquiries, minimize customer complaints and better leverage on the bank’s live agents.

“The implementation of SAP CRM allowed the Customer Care department to change the way our customers get the information they need as accurately and conveniently as possible. The online reporting capability enables us to keep track of service performance, agent productivity, complaint resolution and escalation, and call volume among other key service indicators,” Robles added.

“Chinatrust Philippines’ improved productivity is a testament to the effectiveness of SAP solutions in allowing customers to realize better returns,” said Jennie Ligones, country manager at SAP Philippines. “By adopting SAP solutions, our customers stay one step ahead of the competition and are ready to meet whatever the business environment brings them.”

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