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Community portal solution allows organisations to engage with members of their community to nurture trust and create advocates thereby improving customer retention.
Community & E-worksite Marketing & Distribution (CeMD) is an online platform that supports deeper meaningful engagement with members of a community. This member interaction on the CeMD not only supports learning and collaboration but it is a medium to generate and analyze feedbacks, retain and advocate brands. Organizations can implement CeMD to build virtual communities that offer personalized solutions and products to members via Choices Online Store (COS). These virtual communities can be differentiated based on the social interest or even personas and targeted by online marketing automation accordingly.
The ideology behind CeMD is to build online communities that offer services for Financial, Insurance & Takaful products, by bringing together partners and customers on a single platform where everyone is allowed to share their views and experiences and get personalized tips, products and professional financial advice. The CeMD is integrated with a number of Enterprise Digital Framework modules for seamless and efficient journeys for all members of the communities. It can be easily integrated with social networking sites for improved brand experience and it can be used to support campaign management, lead nurturing amd customer feedback on products.
The advancements in internet technologies and ease of accessibility by the consumers, the search and research process before initiating a purchase has changed dramatically. The consumers are more informed and utilize mobile technologies from making both short term and long-term commitments. While many businesses tend to provide their clients with access to a website or social media presence, the role of online communities have seen a considerable rise. Adoption of community-based platforms in the financial sector is intended to give customers a seat at the table, where they can easily voice their concerns and share experience, provide testimonials and give product feedback with other members of the community.
For organizations this becomes a viable approach to engage, nurture and build strong relationships with their customers within a single platform. The CeMD allows customers to seek assistance from trained sales agents and customer service representatives via open forums, allowing customer issues to be resolved quickly and reducing servicing cost as a result. The CeMD solution also supports generation of direct sales revenue where it establishes a virtual marketplace to promote and sell financial products as per community needs. With the level of data generated from CeMD strong insights into the brands customer base, feedback and expectations can be drawn allowing better development of new products and effectively satisfying the needs of the community members.
New Product Development
When companies gain insights from communities on what they want, they are able to build better products based on customer input. It allows brands to empower their customers and launch products that already has a target market improving sales performance.
The community model not only allows creating a safe space for customers to engage with each other but also to share your marketing message and extending its reach. The platform can also be used to link marketing teams with customers, employees and other stakeholders.
Improved Customer Retention
Community members tend to be more loyal to the business. They give ideas that are beneficial for the business and will share honest opinion on product reviews and customer servicing. Such loyalty can be rewarding to the company fueling sales, profitability and brand loyalty.
Communicate within Community
The dedicated community channel can help open new windows into the lives of the customers and capture new sales opportunities. It can be used to monitor agent sentiments and issues hindering sales process with face-to-face dealing between agents and customers while tracking KPIs and performance. The discussions between fellow industry players can help in identifying new trends and opportunities.
Secure member data Personal Data Protection Act (PDPA) and Bank Negara Malaysia (BNM) compliant.
Community & E-worksite Marketing & Distribution
We look forward to showing you how our solution allows you to build a seamless customer experience for your customers.
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