Customer Relationship Management The Group also focused on customer relationship management through engagement with customers and through creating awareness among employees in the year under review. MISC’s enhanced focus on customers stems from the fact that as a service-based industry providing mainly maritime transport and engineering services, it is imperative that our clients receive the best possible customer experience. MISC’s financial performance is reliant upon the revenue generated through business with customers and it is only good business sense to deliver the best service possible. Customer Feedback Exercise A customer feedback exercise was conducted to gauge customer satisfaction on the services provided by MISC. Feedback received was then analysed and an intervention plan crafted to help improve overall customer experience. Customer Information Management At MISC, we work with a vast network of businesses and organisations, both upstream and downstream in the global maritime and Oil & Gas sectors. Hence, a robust system to manage the customer information that flows through the organisation while maintaining compliance with the PDPA 2010 is of utmost importance. Internally, the Customer Relationship Management (CRM) division is developing a structured customer databank to manage and retain customer information in a more accessible and organised manner using a database platform. Promoting Customer Centricity To further build up and enhance employee awareness on the importance of customer centricity, tips, quizzes and case studies were shared internally on a large scale to MISC employees through various means. “Focus on Customers” programmes were also carried out to further build capacity of the employees in managing customer relationships. Customer Appreciation Events As a way to appreciate our customers and strengthen MISC’s relationships with its customers, several events were organised outside of the office such as appreciation dinners, friendly sporting matches and other similar events. Industry Exhibitions MISC took part in several exhibitions that specifically targeted members of the Oil & Gas fraternity. The events were beneficial as it provided opportunities to engage with current and potential customers, and as an avenue to showcase MISC’s services and successes. Some of the exhibitions the Group participated at included: • Offshore Technology Conference Asia (OTC) in March 2014. • Sabah Oil & Gas Conference and Exhibition (SOGCE) in May 2014. • The 2nd Malaysia Oil & Gas Services Exhibition and Conference (MOGSEC 2014) in September 2014. MARKETPLACE DELIVERING EXPECTATIONS View through customer’s perspective in everything that we do and actively listen and anticipate ever-changing customer requirements Provide best solutions to contribute to customer’s success On time delivery while meeting health, safety & environment standards Review customer related policies, standards and processes for continuous improvement MISC BERHAD - Annual Report 2014 p 98 SUSTAINABILITY REPORT
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