[Singapore, 26 April 2024] – ADA, a leader in digital and data-driven business transformation across Asia, today launched a visionary suite of AI CoPilots engineered to redefine enterprise marketing and commerce functions, driving efficiency and effectiveness, fostering a new era of strategic and operational agility through data and AI democratisation.
Seamlessly integrated with ADA’s suite of digital services, AI CoPilots tap into diverse datasets and proprietary AI models. Each CoPilot unites disparate information streams, dismantling the silos between different platforms and business units. By doing so, it provides transformative insights with real-time predictive analytics and delivers strategic guidance customised for the unique dynamics of each enterprise.
ADA’s inaugural lineup of AI CoPilots encompasses four strategically devised tools, each tailored to optimise distinct facets of digital enterprise:
CoPilot for Full Funnel Marketing: Rapidly synthesises diverse datasets, offering businesses actionable insights to identify high-value users and refine campaigns across the funnel, enabling data-driven decisions as quickly as tomorrow.
CoPilot for Ecommerce: Offers advanced predictive capabilities for ecommerce platforms to anticipate market trends and consumer behaviour, powering a competitive advantage for clients.
CoPilot for Conversational AI: Empowers chatbots with the ability to engage in deep, meaningful dialogues and provide human-like responses, swiftly resolving queries with a clear focus on outcomes.
CoPilot for Customer Segmentation: Enables clients to rapidly access and leverage ADA’s XACT data segments, transforming their marketing with compliant, actionable insights from over 300 million profiles.
“Our new AI CoPilots will set a benchmark in the industry by enabling enterprises to execute unprecedented marketing and commerce strategies,” said Srinivas Gattamneni, CEO at ADA. “This initiative is not just an investment in technology, it’s an investment in our customers’ future, providing them with the tools they need to thrive in a competitive market. This move not only amplifies the reach of ADA’s advanced machine learning models and AI technologies but also reinforces the company’s dedication to fostering a synergistic ecosystem where our client’s strategies are seamlessly executed from insight to action.”
ADA’s commitment to innovation and its expansive presence in 12 countries underscore its role as a transformative force in the industry. As ADA continues to expand its capabilities and reach, it remains dedicated to delivering cutting-edge solutions that drive business success.
-End of the Release-
About ADA
ADA leverages data, artificial intelligence, and technology to transform businesses across Asia. With a robust presence in 12 countries, ADA combines the best of AI and analytics to provide comprehensive digital solutions that drive business performance.
The company has a multi-faceted, data-driven approach that encompasses:
The company’s dual headquarters are in Singapore and Malaysia. Notably, ADA’s shareholders include industry giants like Softbank, Axiata, Mitsui, and Sumitomo Corporation.
For more information about ADA and its new AI CoPilots, please visit www.adaglobal.com or contact the ADA team.
ADA and Cycle & Carriage to Elevate Customer Experience through AI/NLP Integration
[Kuala Lumpur, 15 March 2024] – ADA, Asia’s largest independent Data and Digital Transformation company in Asia, is proud to announce its partnership with Cycle & Carriage, a premier automotive company catering to affluent and high-affluent segments throughout Malaysia, to integrate of AI/NLP technologies into its conversational engagement MarTech stack.
Cycle & Carriage and ADA Collaboration
Cycle & Carriage is a distinguished automotive company, established since 1899, serving the affluent and high-affluent segments across Malaysia. With a commitment to delivering unparalleled automotive experiences, Cycle & Carriage offers a wide range of premium automobile sales, services and products tailored to meet the discerning needs of its clientele.
The partnership between Cycle & Carriage with ADA marks a strategic move towards enhancing customer experience through the integration of AI/NLP technologies. This scope expansion demonstrates Cycle & Carriage’s commitment to staying at the forefront of innovation and leveraging advanced digital solutions to better serve its clientele.
Mutual Trust and Strong Commitment for Customer Experiences
Throughout the partnership, ADA and Cycle & Carriage have forged a robust client-vendor relationship built on mutual trust and a shared commitment to delivering exceptional customer experiences. ADA’s dedicated team has worked closely with Cycle & Carriage to understand their unique business needs and objectives, tailoring digital solutions to effectively address challenges and seize opportunities in the automotive market. This collaborative approach has enabled Cycle & Carriage to leverage ADA’s expertise in AI/NLP integration, automated customer service solutions, and data-driven marketing strategies, resulting in enhanced customer engagement, streamlined operations, and tangible business outcomes.
The Strong Journey & Accomplishment
The journey of ADA and Cycle & Carriage’s partnership has been marked by a series of key highlights and best practices that have set a new standard for digital transformation in the automotive industry. From the outset, ADA took a consultative approach, engaging Cycle & Carriage in workshops and consultation sessions to visualize practical business use cases and ensure alignment with strategic objectives. This proactive engagement laid the foundation for successful project delivery and paved the way for innovative solutions such as the AI/NLP integration and Conversational AI chatbot capabilities.
“The innovative solutions we’ve co-created for Cycle & Carriage have not only elevated customer experiences but also driven tangible results for their business. We eagerly anticipate building upon this milestone and fostering even greater collaboration to further propel Cycle & Carriage’s digital transformation.” added Januar Wismoyo, Managing Director of Customer Engagement Solutions, ADA
The relentless support provided by ADA’s team, coupled with their commitment to continuous innovation and exceptional customer service, has solidified Cycle & Carriage’s trust in ADA as a strategic partner for driving digital transformation and achieving business success in the evolving automotive landscape.
“We are incredibly grateful for ADA’s unwavering dedication and support throughout the WABA migration journey. ADA’s commitment to excellence and innovative solutions has truly elevated our customer experience and positioned us for success in the digital landscape. We look forward to continuing our partnership and achieving even greater milestones together.” Stephen Tan, General Manager, Head of Marketing, Cycle & Carriage added.
Reaching new heights in unison
As partnership has yielded encouraging results, Cycle & Carriage aims to further leverage ADA’s expertise to enhance upsell and cross-sell opportunities, expand the coverage of CTWA campaigns, and maximize the impact of digital marketing and media services.
Cycle & Carriage will be the first client in CES to implement AI/NLP services with ADA. Through continued collaboration with ADA Marketing Service, Cycle & Carriage will increase the coverage and reach of CTWA campaigns, driving further business success using the latest in MarTech offerings.
ADA offers a comprehensive suite of services that empower enterprises and brands to bolster digital marketing, sales transformation, and data transformation across Asia. The company has a multi-faceted, data-driven approach that encompasses:
– Data Transformation Services: Drawing expertise from data analytics, data engineering, and Customer Data Platform (CDP) services, ADA helps brands make data-informed decisions, optimize data infrastructure, and manage customer data effectively for personalized and efficient marketing efforts.
– Marketing Solutions: This entails performance marketing, enabling clients to efficiently target consumers on platforms like social media, native ads, display ads, and search marketing. Additionally, ADA offers creative solutions tailored to boost user engagement and conversion rates. The segment also involves marketing technology transformation, which includes consultation on the implementation of managed services. These services equip brands to deliver outstanding customer experiences using advanced technology platforms.
– E-commerce Solutions: ADA assists brands with comprehensive store management, ensuring smooth operations on various platforms such as marketplaces, social channels, third-party messaging channels, and proprietary websites.
– Customer Engagement Solutions: Enterprises leverage these solutions to improve customer support. It facilitates real-time communication with consumers through channels like SMS, WhatsApp, and other popular messaging applications.
ADA maintains a robust presence in Asia with 12 offices spread across the region and employs approximately 1,400 professionals. The company’s dual headquarters are in Singapore and Malaysia. Notably, ADA’s shareholders include industry giants like Softbank, Axiata, Mitsui, and Sumitomo Corporation.
At Cycle & Carriage, we are driven by our passion to create people-focused experiences. We began an exceptional journey in 1899 in Kuala Lumpur and we are now a leading regional automotive group in Southeast Asia. Cycle & Carriage distributes, retails and provides after-sales services for passenger cars as well as commercial vehicles in Singapore, Malaysia and Myanmar. Listed on Bursa Malaysia, Cycle & Carriage Bintang is one of the leading dealer groups for Mercedes-Benz passenger and commercial vehicles, as well as a dealer group of FUSO commercial vehicles in Malaysia. With an extensive network of 11 outlets across the country, we can always be relied upon for our sales and aftersales services. Cycle & Carriage Bintang has the largest network of Mercedes-Benz AG certified ‘Centre of Competence’ facilities in Malaysia for aftersales service. Cycle & Carriage Bintang is a member of the Jardine Cycle & Carriage Group. Cycle & Carriage. Exceptional Journeys. www.cyclecarriage.com.my
14 Powerful Tips on How to Improve Customer Service
14 Powerful Tips on How to Improve Customer Service
In the competitive landscape of modern business, the quality of customer service can be a defining factor in a company’s success. Here, we present 11 powerful tips to elevate your customer service performance, ensuring satisfied customers and a positive brand image.
1. Train Employees in Customer Service
Invest in comprehensive training programs to equip your employees with the skills needed for exceptional customer service. Provide insights into effective communication, problem-solving, and the importance of customer satisfaction. A well-trained team lays the foundation for consistent and superior service.
2. Collect Customer Feedback
Actively seek customer feedback through surveys, reviews, and direct interactions. Analyse this valuable information to understand your strengths, weaknesses, and areas for improvement. A customer-centric approach involves listening, responding, and adapting based on customer feedback.
3. Use Customer Data to Personalise Interactions
Leverage customer data responsibly to personalise interactions. Utilise a Customer Relationship Management (CRM) system to track customer preferences, purchase history, and communication preferences. This enables businesses to tailor their services, providing a more personalised and memorable experience.
4. Offer Personalised Recommendations
Go beyond basic personalisation by offering tailored recommendations. Use customer data to suggest products or services based on past behaviours or preferences. This enhances the customer’s shopping experience and demonstrates a deep understanding of their needs.
5. Anticipate Customer Needs
Proactive customer service involves anticipating needs before customers articulate them. Use data analytics to predict trends and behaviours, allowing your business to offer solutions or recommendations before customers even realise they require assistance.
6. Offer Proactive Solutions
Don’t wait for issues to arise; be proactive in offering solutions. Identify potential challenges through data analysis and address them before they become problems. This approach prevents negative experiences and showcases a commitment to customer welfare.
7. Follow Up with Customers
After a purchase or interaction, follow up with customers to ensure satisfaction. This simple act shows that your business values its customers beyond the initial transaction. It also allows one to address lingering concerns and build a lasting relationship.
8. Apologise Sincerely and Offer Solutions
Mistakes happen, but how businesses handle them defines their reputation. When issues arise, apologise sincerely, take responsibility, and provide solutions. This proactive approach turns a negative experience into an opportunity to showcase excellent customer service.
9. Use Social Media for Customer Service
Social media platforms are powerful tools for customer service. Be present on channels where your customers are active. Respond promptly to inquiries, address concerns publicly, and use social media for proactive communication and engagement.
10. Conduct Regular Customer Service Audits
Regularly assess and audit your customer service processes. Analyse response times, customer feedback, and the effectiveness of implemented strategies. Continuous improvement ensures your customer service remains adaptable and responsive to evolving customer expectations.
11. Celebrate Your Customers
Show appreciation for your customers by celebrating milestones, anniversaries, or special occasions. This can be through personalised messages, exclusive offers, or loyalty programs. Celebrating customers not only fosters loyalty but also creates a positive brand image.
The importance of mastering the art of customer service cannot be overstated. In an era where digital interactions shape brand perceptions, exceptional customer service is a differentiator.
It builds trust, fosters positive relationships, and sets the stage for customer loyalty. Businesses that consistently provide outstanding customer experiences are better positioned to weather challenges, adapt to market shifts, and outshine competitors.
12. Create a Customer Service Standard
Creating a customer service standard acts as a roadmap to consistent and exceptional service. With clear guidelines, customer service representatives understand what’s expected of them, from response times and communication style to knowledge base and problem-solving techniques.
This consistency ensures a smooth experience for customers, regardless of who they interact with or which channel they use. Standards also allow for measurable benchmarks. By tracking performance against these metrics, businesses can identify areas for improvement and train their staff more effectively.
13. Gives Recognition to Exceptional Employees
Recognizing exceptional employees who deliver outstanding customer service creates a positive ripple effect throughout your organisation. When employees feel appreciated for their efforts, it boosts morale and motivates them to continue exceeding expectations. This translates into a more positive work environment where employees are genuinely invested in providing excellent service.
Recognized employees become role models for their colleagues. Their success stories inspire others to adopt similar practices, leading to a gradual improvement in the overall customer service approach. Additionally, recognition programs can attract and retain top talent. When employees know their hard work will be acknowledged, they’re more likely to stay engaged and contribute to a consistently high standard of customer service.
14. Use Automation Wisely
Used strategically, automation can be a game-changer for customer service. By taking over repetitive tasks like answering frequently asked questions, sending order confirmations, or resetting passwords, chatbots and automated systems free up human agents to tackle more complex issues.
This not only reduces wait times for customers but also allows agents to focus on providing personalised and empathetic support. Additionally, automation can be a lifesaver for offering 24/7 service. Chatbots can answer basic inquiries around the clock, ensuring customers get help whenever they need it, even outside of business hours.
Enhance Your Customer Service Efforts
Enhance Your Customer Service Efforts to the Next Level with Customer Engagement Solutions from ADA Asia
Improving customer service is not just a task; it’s an ongoing commitment essential for business growth and customer affection. However, achieving significant improvements can be challenging in today’s fast-paced era.
Building and maintaining customer trust in the digital space is crucial, and negative experiences like data breaches or poor online reviews can swiftly tarnish a business’s reputation.
Collaborating with ADA Asia allows you to not only prevent potential issues but also to elevate your engagement and sales to unprecedented heights. Customer Engagement Solutions from ADA Asia provides comprehensive features to ensure a seamless and impactful connection with your audience.
Contact us to find out how our service can help you expand the capabilities of your business.
13 Teknik Jitu Cara Mencari Pelanggan Baru untuk Bisnis Anda
Dalam dunia bisnis yang kompetitif saat ini, memahami strategi terbaik cara mencari pelanggan baru adalah salah satu aspek kunci untuk kesuksesan jangka panjang. Tantangan utama bagi banyak pemilik bisnis adalah bagaimana cara efektif menjangkau pasar baru dan pada saat yang sama menjaga hubungan yang kuat dengan pelanggan yang sudah ada.
Dengan perkembangan teknologi dan perubahan perilaku konsumen, strategi untuk mencari dan mempertahankan pelanggan terus berkembang. Dalam artikel ini, kita akan menjelajahi berbagai teknik dan strategi yang dapat Anda terapkan untuk menarik pelanggan baru serta mempertahankan pelanggan yang sudah ada dalam bisnis.
13 Teknik Jitu Cara Mencari Pelanggan Baru untuk Bisnis Anda
Dalam upaya untuk mengembangkan bisnis dan meningkatkan omzet, menemukan pelanggan baru menjadi langkah yang sangat penting. Berikut adalah 13 teknik yang terbukti efektif dalam mencari pelanggan baru untuk bisnis Anda:
1. Memanfaatkan Media Sosial
Platform media sosial seperti Instagram, Facebook, dan X dapat menjadi alat yang sangat efektif untuk menjangkau pelanggan baru. Manfaatkan berbagai fitur promosi dan iklan yang ditawarkan oleh platform-platform ini untuk meningkatkan visibilitas bisnis Anda.
2. Optimalkan SEO
Pastikan situs web bisnis Anda dioptimalkan dengan baik untuk mesin pencari agar mudah ditemukan oleh calon pelanggan. Gunakan kata kunci yang relevan dan buat konten yang berkualitas untuk meningkatkan peringkat hasil pencarian.
3. Berkolaborasi dengan Influencer
Kerja sama dengan influencer yang memiliki audiens yang sesuai dengan target pasar bisnis Anda dapat membantu meningkatkan visibilitas merek Anda dan menarik pelanggan baru.
4. Mengadakan Event atau Promosi Khusus
Mengadakan event atau promosi khusus secara berkala dapat menjadi cara yang efektif untuk menarik perhatian pelanggan baru. Berikan diskon atau hadiah kepada pelanggan yang melakukan pembelian selama event tersebut.
5. Bekerja Sama dengan Bisnis Terkait
Jalin kerja sama dengan bisnis lain yang memiliki target pasar yang serupa tetapi tidak bersaing langsung dengan bisnis Anda. Ini dapat membantu memperluas jangkauan bisnis Anda dan menjangkau pelanggan baru secara efektif.
6. Buat Konten Berkualitas
Konten yang berkualitas dan bermanfaat dapat menjadi alat yang sangat efektif untuk menarik perhatian calon pelanggan. Buat konten yang informatif, menarik, dan relevan dengan kebutuhan target pasar bisnis Anda.
7. Gunakan Email Marketing
Kampanye email marketing yang terarah dan relevan dapat membantu membangun hubungan yang kuat dengan pelanggan potensial dan mengonversi mereka menjadi pelanggan.
8. Buat Program Loyalitas
Program loyalitas yang menarik dan memberikan nilai tambah kepada pelanggan dapat menjadi cara yang efektif untuk mempertahankan pelanggan yang sudah ada dan menarik pelanggan baru.
9. Berkomunikasi dengan Pelanggan Secara Aktif
Selalu berkomunikasi dengan pelanggan secara aktif dan responsif. Dengarkan masukan mereka dan tanggapi pertanyaan atau keluhan dengan cepat dan efisien.
10. Beri Pelayanan yang Unggul
Memberikan pelayanan yang unggul dan pengalaman pelanggan yang positif merupakan salah satu faktor utama dalam menarik pelanggan baru dan mempertahankan mereka dalam jangka panjang. Pelayanan yang baik mencakup responsif terhadap kebutuhan dan keluhan pelanggan, memberikan solusi dengan cepat dan efisien, serta memastikan bahwa pelanggan merasa dihargai dan diperhatikan.
11. Buat Kemitraan Strategis
Jalin kemitraan strategis dengan perusahaan atau organisasi lain yang dapat membantu meningkatkan visibilitas dan reputasi bisnis. Kemitraan semacam ini dapat meliputi kerja sama dalam acara promosi, pertukaran promosi bersama, atau bahkan pengembangan produk atau layanan baru secara bersama-sama.
12. Gunakan Teknologi Terbaru
Manfaatkan teknologi terbaru seperti kecerdasan buatan (AI) dan analisis data untuk meningkatkan efisiensi dan efektivitas strategi pemasaran dan penjualan bisnis. Teknologi ini dapat membantu dalam memahami perilaku dan preferensi pelanggan, mengidentifikasi tren pasar, dan memberikan wawasan yang berharga untuk pengambilan keputusan yang lebih baik.
13. Selalu Evaluasi dan Tingkatkan
Selalu evaluasi dan tingkatkan strategi pemasaran dan penjualan bisnis Anda berdasarkan hasil dan umpan balik dari pelanggan. Teruslah belajar dan berkembang untuk tetap kompetitif di pasar yang terus berubah.
Bagaimana Cara Mempertahankan Pelanggan yang Sudah Ada?
Bagaimana Cara Mempertahankan Pelanggan yang Sudah Ada?
Mempertahankan pelanggan yang sudah ada merupakan langkah penting dalam menjaga keberlangsungan bisnis dan meningkatkan loyalitas pelanggan. Berikut adalah 10 cara yang dapat Anda terapkan untuk mempertahankan pelanggan yang sudah ada:
1. Pelayanan yang Konsisten dan Berkualitas
Pastikan pelayanan yang Anda berikan kepada pelanggan tetap konsisten dan berkualitas. Hal ini mencakup responsif terhadap pertanyaan atau keluhan pelanggan, serta memberikan bantuan atau solusi dengan cepat dan efisien.
2. Buat Hubungan Personal
Usahakan untuk membangun hubungan personal dengan pelanggan. Kenali nama mereka, ingat preferensi mereka, dan berkomunikasi secara pribadi untuk membuat mereka merasa dihargai dan diperhatikan.
3. Berikan Nilai Tambahan
Berikan nilai tambahan kepada pelanggan dengan menawarkan diskon eksklusif, hadiah atau program loyalitas yang menarik. Hal ini dapat membuat pelanggan merasa diuntungkan dan lebih cenderung untuk tetap setia.
4. Kualitas Produk dan Layanan yang Unggul
Pastikan produk dan layanan yang Anda tawarkan tetap berkualitas dan sesuai dengan harapan pelanggan. Jangan mengorbankan kualitas demi mengejar keuntungan singkat, karena hal ini dapat merusak reputasi bisnis Anda dalam jangka panjang.
5. Dengarkan Masukan Pelanggan
Selalu dengarkan masukan dan umpan balik dari pelanggan mengenai produk, layanan, atau pengalaman berbelanja mereka. Gunakan informasi ini untuk terus meningkatkan dan menyempurnakan bisnis Anda.
6. Sajikan Pengalaman Pelanggan yang Memuaskan
Fokuslah pada memberikan pengalaman pelanggan yang memuaskan dan menyenangkan. Hal ini mencakup segala aspek dari interaksi pelanggan dengan bisnis Anda, mulai dari proses pembelian hingga layanan purnajual.
7. Buat Komunikasi Rutin
Lakukan komunikasi rutin dengan pelanggan melalui email, pesan teks, atau media sosial. Berikan informasi terbaru tentang produk atau promosi yang sedang berlangsung, serta berikan tips atau saran yang bermanfaat bagi mereka.
8. Adakan Program Khusus untuk Pelanggan Setia
Berikan apresiasi kepada pelanggan setia dengan mengadakan program khusus atau acara eksklusif untuk mereka. Hal ini dapat membuat mereka merasa dihargai dan lebih terikat dengan bisnis Anda.
9. Tingkatkan Kepercayaan
Bangun kepercayaan dengan pelanggan melalui transparansi, integritas, dan konsistensi dalam bertindak. Pastikan bahwa pelanggan merasa aman dan nyaman dalam bertransaksi dengan bisnis Anda.
10. Terus Evaluasi dan Sesuaikan Strategi
Selalu evaluasi efektivitas strategi mempertahankan pelanggan Anda dan terus sesuaikan dengan perkembangan pasar dan perubahan kebutuhan pelanggan. Jangan ragu untuk menguji strategi baru dan bereksperimen untuk meningkatkan hasilnya.
Mencari dan mempertahankan pelanggan baru adalah dua aspek penting dalam membangun bisnis yang sukses dan berkelanjutan. Dengan menerapkan berbagai teknik dan strategi yang telah dibahas dalam artikel ini, Anda dapat meningkatkan visibilitas bisnis Anda, menarik perhatian pelanggan baru, dan mempertahankan loyalitas pelanggan yang sudah ada.
Penting untuk diingat bahwa kesuksesan dalam mencari dan mempertahankan pelanggan tidak terjadi secara instan, tetapi memerlukan komitmen, konsistensi, dan kesabaran. Teruslah belajar dan berkembang, selalu mendengarkan umpan balik dari pelanggan, dan jangan ragu untuk mengadaptasi strategi Anda sesuai dengan perubahan dalam pasar dan perilaku konsumen.
Dengan melakukan ini, Anda akan dapat membangun hubungan yang kuat dengan pelanggan Anda, meningkatkan loyalitas mereka, dan menciptakan dasar yang kokoh untuk pertumbuhan bisnis Anda pada masa depan.
Personalisasi Hubungan Pelanggan dengan Bisnis Anda Bersama CRM Terbaik dari ADA Asia
Personalisasi Hubungan Pelanggan dengan Bisnis Anda Bersama CRM Terbaik dari ADA Asia
Untuk mencapai kesuksesan dalam strategi mencari pelanggan baru dan mempertahankan yang sudah ada, Anda perlu lebih dari sekadar pemahaman. Pengelolaan yang efektif untuk mengelola dan mempertahankan pelanggan yang sudah ada juga menjadi kunci penting dalam menjaga keberlangsungan bisnis Anda.
Namun, tidak dapat dimungkiri bahwa pergolakan dan persaingan dalam bisnis digital seringkali membuat pemilik bisnis merasa kewalahan. Ini bisa menyebabkan usaha untuk mempertahankan pelanggan kurang maksimal.
Di sinilah peran krusial ADA hadir untuk membantu Anda. Melalui solusi Customer Relationship Management (CRM) dari ADA, kami dapat membantu meningkatkan keterlibatan dengan pelanggan Anda melalui strategi yang menggabungkan kekuatan messaging dan conversational AI untuk interaksi yang mulus dan berbasis data di seluruh dunia.
Keunggulan utama dari solusi CRM dari ADA adalah kemampuannya untuk menyediakan pengalaman pelanggan yang personal dan relevan secara skala global. Dengan memanfaatkan kecerdasan buatan dan analisis data yang canggih, kami dapat membantu Anda memahami preferensi dan kebutuhan pelanggan secara lebih baik, sehingga memungkinkan Anda untuk memberikan layanan yang lebih baik dan meningkatkan loyalitas pelanggan.
Kunjungi situs resmi kami hari ini untuk informasi lebih lanjut tentang solusi CRM kami dan bagaimana kami dapat membantu bisnis Anda dalam meningkatkan engagement dengan pelanggan.
Seberapa Penting Customer Service bagi Sebuah Bisnis?
Pelayanan customer service yang berkualitas tinggi adalah salah satu elemen kunci untuk kesuksesan bisnis modern. Dengan persaingan yang makin ketat di pasar, memberikan pelayanan yang luar biasa kepada pelanggan bukan lagi pilihan, melainkan keharusan. Pelanggan yang puas tidak hanya cenderung kembali, tetapi juga bisa menjadi duta merek yang loyal, memberikan rekomendasi kepada orang lain.
Dalam artikel ini, ADA akan membahas beberapa cara meningkatkan pelayanan customer service yang dapat Anda terapkan. Namun sebelum itu, mari pelajari seberapa penting customer service bagi sebuah bisnis terlebih dahulu!
Seberapa Penting Customer Service bagi Sebuah Bisnis?
Customer service bukan hanya tentang menyelesaikan masalah pelanggan; ini tentang bagaimana Anda membangun hubungan yang langgeng dengan mereka. Mari lihat mengapa customer service adalah salah satu aspek paling penting dari strategi bisnis apa pun:
1. Membangun Hubungan yang Kuat
Customer service yang baik tidak hanya tentang menyelesaikan masalah pelanggan, tetapi juga tentang membangun hubungan yang kuat dengan mereka. Hal ini melibatkan pendekatan yang personal dan empati terhadap kebutuhan dan keinginan pelanggan. Dengan memahami pelanggan secara lebih baik, Anda dapat menyesuaikan pelayanan Anda untuk memenuhi harapan mereka, yang pada gilirannya dapat membantu membangun hubungan yang langgeng.
2. Meningkatkan Retensi Pelanggan
Retensi pelanggan adalah kunci untuk pertumbuhan bisnis yang berkelanjutan. Dengan memberikan pelayanan yang superior, Anda dapat meningkatkan peluang untuk mempertahankan pelanggan Anda. Pelanggan yang merasa puas dengan layanan Anda cenderung untuk kembali dan melakukan pembelian ulang, yang dapat memberikan kontribusi yang signifikan terhadap pendapatan bisnis Anda dalam jangka panjang.
3. Menciptakan Kesetiaan Pelanggan
Kesetiaan pelanggan adalah aset berharga bagi setiap bisnis. Dengan memberikan pelayanan yang baik, Anda dapat menciptakan kesetiaan pelanggan yang kuat. Pelanggan yang merasa terhubung dengan merek Anda tidak hanya akan tetap berbelanja dengan Anda, tetapi juga akan merekomendasikan bisnis Anda kepada orang lain. Hal ini dapat membantu meningkatkan basis pelanggan Anda secara organik.
4. Meningkatkan Citra Merek
Citra merek adalah salah satu aset paling berharga bagi bisnis. Dengan memberikan pelayanan yang superior, Anda dapat meningkatkan citra merek Anda di mata pelanggan. Ketika pelanggan menerima pelayanan yang baik, mereka cenderung memiliki pandangan yang lebih positif terhadap merek Anda. Hal ini dapat membantu memperkuat posisi merek Anda di pasar dan membuatnya lebih menarik bagi calon pelanggan.
5. Mengurangi Keluhan dan Pengembalian Barang
Customer service yang baik juga dapat membantu mengurangi jumlah keluhan dan pengembalian barang. Dengan memberikan pelayanan yang responsif dan efektif, Anda dapat membantu pelanggan menyelesaikan masalah mereka dengan cepat dan efisien. Hal ini dapat mengurangi frustrasi pelanggan dan membuat mereka lebih puas dengan pengalaman berbelanja mereka.
Bagaimana Cara Meningkatkan Pelayanan Customer Service?
Bagaimana Cara Meningkatkan Pelayanan Customer Service?
Pelayanan customer service yang baik tidak hanya penting untuk mempertahankan pelanggan yang sudah ada, tetapi juga untuk menarik pelanggan baru. Berikut ini adalah beberapa cara meningkatkan pelayanan customer service yang dapat diterapkan dalam bisnis Anda.
1. Pelatihan Karyawan yang Teratur dan Berkelanjutan
Melakukan pelatihan karyawan yang teratur dan berkelanjutan adalah investasi yang sangat penting untuk meningkatkan pelayanan customer service. Pelatihannya dapat mencakup memperkenalkan produk atau layanan serta mengembangkan keterampilan interpersonal, empati, dan solusi masalah. Dengan melatih karyawan secara teratur, Anda dapat memastikan bahwa mereka selalu siap dan mampu memberikan pelayanan yang berkualitas tinggi kepada pelanggan.
2. Menggunakan Teknologi untuk Meningkatkan Efisiensi
Teknologi seperti chatbot, CRM, dan sistem tiket dapat sangat membantu dalam meningkatkan efisiensi pelayanan customer service. Chatbot dapat membantu merespons pertanyaan umum secara otomatis, sementara CRM dapat membantu mengorganisir informasi pelanggan dan mengidentifikasi tren yang dapat membantu meningkatkan pelayanan. Sistem tiket memungkinkan tim customer service untuk melacak dan menanggapi masalah dengan lebih efisien.
3. Menyediakan Pelatihan Bahasa untuk Karyawan
Dalam bisnis global saat ini, penting untuk memiliki karyawan yang dapat berkomunikasi dalam berbagai bahasa. Pelatihan bahasa dapat membantu karyawan customer service untuk lebih efektif berkomunikasi dengan pelanggan dari berbagai latar belakang budaya. Ini dapat menciptakan pengalaman yang lebih positif bagi pelanggan dan meningkatkan citra merek Anda.
4. Memahami Kebutuhan dan Keinginan Pelanggan
Memahami kebutuhan dan keinginan pelanggan adalah kunci untuk memberikan pelayanan yang baik. Dengan mendengarkan dengan baik dan memahami apa yang pelanggan inginkan, Anda dapat memberikan solusi atau jawaban yang tepat. Ini tidak hanya dapat meningkatkan kepuasan pelanggan, tetapi juga dapat membantu menciptakan hubungan yang lebih kuat dengan mereka.
5. Memberikan Respons yang Cepat
Respons yang cepat terhadap pertanyaan atau keluhan pelanggan adalah hal yang penting dalam pelayanan customer service. Pelanggan mengharapkan jawaban yang cepat dan jelas, dan ketidakmampuan untuk memberikan respons yang cepat dapat menyebabkan frustrasi. Dengan memberikan respons yang cepat, Anda dapat meningkatkan kepuasan pelanggan dan memperkuat hubungan dengan mereka.
6. Menggunakan Bahasa yang Ramah dan Sopan
Bahasa yang ramah dan sopan adalah kunci untuk menciptakan pengalaman positif bagi pelanggan. Hindari menggunakan bahasa yang kasar atau kurang sopan, dan usahakan untuk selalu bersikap profesional dalam setiap interaksi dengan pelanggan. Ini dapat membantu meningkatkan citra merek Anda dan menciptakan hubungan yang baik dengan pelanggan.
7. Meminta dan Menghargai Umpan Balik Pelanggan
Umpan balik pelanggan adalah sumber informasi berharga yang dapat membantu Anda meningkatkan pelayanan customer service. Selalu minta umpan balik dari pelanggan tentang pengalaman mereka dengan layanan Anda, dan gunakan informasi ini untuk melakukan perbaikan di masa mendatang. Jangan lupa untuk menghargai setiap umpan balik yang Anda terima, baik itu positif maupun negatif.
8. Menyediakan Pilihan Kontak yang Beragam
Menyediakan berbagai pilihan kontak, seperti telepon, email, atau live chat, dapat memudahkan pelanggan untuk berkomunikasi dengan Anda. Hal ini juga dapat meningkatkan tingkat kepuasan pelanggan, karena mereka dapat memilih cara yang paling nyaman bagi mereka untuk berkomunikasi dengan Anda.
9. Memantau Kinerja Customer Service secara Teratur
Melakukan monitoring terhadap kinerja customer service secara teratur dapat membantu Anda untuk mengidentifikasi area yang perlu ditingkatkan. Hal ini dapat membantu Anda untuk terus meningkatkan pelayanan customer service Anda dan memastikan bahwa pelanggan selalu mendapatkan pengalaman terbaik.
10. Mengukur Kepuasan Pelanggan Secara Berkala
Melakukan pengukuran terhadap tingkat kepuasan pelanggan secara berkala dapat membantu Anda untuk mengetahui sejauh mana efektivitas pelayanan customer service Anda. Hal ini dapat menjadi dasar untuk melakukan perbaikan di masa mendatang dan memastikan bahwa Anda selalu memberikan pelayanan yang terbaik kepada pelanggan Anda.
Dalam menjalankan bisnis, mengetahui cara meningkatkan pelayanan customer service yang baik merupakan salah satu kunci menuju kesuksesan. Dengan menerapkan berbagai strategi dan teknik yang telah dibahas di atas, Anda dapat meningkatkan kualitas pelayanan customer service dalam bisnis Anda. Namun, tidak semua bisnis memiliki sumber daya dan teknologi yang memadai untuk melakukan hal ini dengan efektif.
Itulah mengapa kami merekomendasikan untuk menggunakan layanan Customer Engagement Solution dari ADA. Layanan ini menggabungkan kekuatan pesan dan kecerdasan buatan (AI) untuk menciptakan interaksi yang mulus dan berbasis data di seluruh dunia. Dengan layanan ini, Anda dapat meningkatkan keterlibatan pelanggan melalui berbagai saluran seperti WhatsApp, mempunya pesan kampanye yang sesuai, dan interaksi pelanggan 24/7.
Apabila Anda tertarik untuk meningkatkan pelayanan customer service Anda dengan teknologi terkini, hubungi ADA sekarang juga untuk memulai! Dengan layanan Customer Engagement dari ADA, Anda dapat mengambil langkah lebih maju dalam meningkatkan kualitas pelayanan customer service dan memperkuat hubungan dengan pelanggan Anda.
[Sri Lanka, 21 Dec 2023] – ADA, Asia’s largest independent Data and Digital Transformation company, proudly announced its great wins at the prestigious Effie Awards for its work in partnership with clients in Sri Lanka. The Effie Awards, a globally recognized symbol of marketing effectiveness, annually celebrate campaigns that showcase exceptional strategy, creativity, and measurable impact. In a resounding testament to its commitment to excellence and innovation, ADA secured gold, silver, and bronze honours across diverse categories.
Elevating Brands through Data-driven Creativity, and Precise Targeting
ADA won The Gold Effie Award in Media Category for their Data Driven approach to digital campaigns. Recognizing the need for a shift from authority-driven campaigns to peer-led discovery, ADA aimed to democratize the journey to success for every young individual. The idea was simple yet powerful: craft authentic, peer-driven content that champions self-reliance as the key to every youth’s self-empowerment.
Bringing this idea to life involved conditioning youth with unbranded drama, strategically retargeting them with branded calls-to-action, and ultimately achieving ground-breaking results. This recognition showcases ADA’s excellence in utilizing data as a powerful tool to drive successful marketing campaigns.
In the highly competitive Product & Services arena, specifically Non-Profit/Pro-Bono/Public Service, ADA has been honoured with the Silver Effie Award. This recognition highlights ADA’s dedication to bringing insights and data-driven digital campaigns to non-profit sector, supporting the ecosystem to make a positive impact on society in more efficient and targeted manner.
For its outstanding work in capturing the attention of a Speciality Audience, ADA won the Bronze Effie Award in Youth Marketing. Breaking traditional boundaries, ADA universal content strategy successfully democratized career guidance, reaching a diverse array of Sri Lankan youth like never before. This recognition not only reflects ADA’s ability to connect with the youth demographic but also underscores the organization’s creativity and effectiveness in reaching this audience.
Furthermore, ADA’s commitment to Positive Change and Social Good is evident in its receipt of the Silver Effie Award in the Positive Change-Social Good-Brands, Non-Profit category. This recognition acknowledges ADA’s efforts in driving meaningful change and making a positive contribution to both brands and non-profit causes.
ADA Earns Prestigious Effie Awards, Achieving Gold, Silver, and Bronze Accolades for Excellence
ADA’s Regional Head of Southeast Asia, Sanjini Munaweera, expressed gratitude for the esteemed recognition, stating, “Receiving the Gold, Silver, and Bronze Effie Awards is a tremendous honour for ADA. It is a testament to the dedication and creativity of our team in delivering impactful campaigns that resonate with diverse audiences. These accolades motivate us to continue pushing the boundaries of excellence in our industry.”
Arosha Perera, Director Communications of IESC YouLead added, “ADA’s innovative approach and precise targeting significantly contributed to the campaign’s effectiveness, proving that data-driven insights are the key to achieving remarkable results in the competitive media landscape. Their dedication to excellence and strategic brilliance have elevated our brand’s impact and resonance with our audience.”
ADA offers a comprehensive suite of services that empower enterprises and brands to drive data and digital transformation across Asia. The company has a multi-faceted, data-driven approach that encompasses:
Data Transformation Services: Drawing expertise from data analytics, data engineering, and Customer Data Platform (CDP) services, ADA helps brands make data-informed decisions, optimize data infrastructure, and manage customer data effectively for personalized and efficient marketing efforts.
Marketing Solutions: This entails performance marketing, enabling clients to efficiently target consumers on platforms like social media, native ads, display ads, and search marketing. Additionally, ADA offers creative solutions tailored to boost user engagement and conversion rates. The segment also involves marketing technology transformation, which includes consultation on the implementation of managed services. These services equip brands to deliver outstanding customer experiences using advanced technology platforms.
E-commerce Solutions: ADA assists brands with comprehensive store management, ensuring smooth operations on various platforms such as marketplaces, social channels, third-party messaging channels, and proprietary websites.
Customer Engagement Solutions: Enterprises leverage these solutions to improve customer support. It facilitates real-time communication with consumers through channels like SMS, WhatsApp, and other popular messaging applications.
ADA maintains a robust presence in Asia with 12 offices spread across the region and employs approximately 1,400 professionals. The company’s dual headquarters are in Singapore and Malaysia. Notably, ADA’s shareholders include industry giants like Softbank, Axiata, Mitsui, and Sumitomo Corporation.
ADA Partners with Databricks to Drive Business Value with Unified Data Analytics
ADA partners with Databricks to integrate scalable AI & Data, enhancing agility with ecommerce models, dynamic pricing, data marketplace, CDP & analytics.
Singapore, November 30, 2023 – ADA, Asia’s largest independent Data and Digital Transformation company, today announced they have partnered with Databricks, the Data and AI company, to drive business value by unifying data and artificial intelligence (AI). The partnership is centered around bringing best-in-class technology to help solve complex business challenges for ADA’s enterprise customers across 12 markets in APAC where ADA operates. Through this partnership, ADA will seamlessly integrate its data and AI expertise into Databricks, focusing on enhanced Ecommerce and Marketing Analytics.
In this strategic partnership, ADA will deploy its advanced Data and AI accelerators, tackling key challenges in the Ecommerce and Marketing sectors. This initiative includes bespoke data models for ecommerce, offering businesses critical insights and predictive analytics to refine their online strategies. ADA’s dynamic pricing model will enable real-time market adaptation, optimizing revenue potential. Additionally, ADA will enhance Data Marketplace offerings leveraging its proprietary XACT data and integrating services like Composable Customer Data Platform (CDP), demand forecasting, and price optimization. This provides a versatile framework for businesses to effectively utilize customer data for personalized engagement, underlining ADA’s commitment to equipping businesses with cutting-edge, data-driven tools on Databricks Platform.
Databricks Data Intelligence Platform built on top of the data lakehouse architecture helps organizations accelerate innovation by unifying data and AI teams with an open, scalable platform for all of their data-driven use cases. From streaming analytics and AI to business intelligence (BI), Databricks provides a modern lakehouse architecture that unifies data engineering, data science, machine learning and analytics within a single collaborative platform.
“The ability to uncover actionable insights from data has never been more important as enterprises look to adapt, innovate and better prepare for the future in this AI age,” said Greg Taylor, Vice President, Partners, APJ, at Databricks. “ADA has deep industry experience in creating value for both B2B and B2C organisations by leveraging data for applications such as customer acquistion and customer data clean rooms, to name a few. We’re excited to be working with ADA as they leverage the power of Databricks Data Intelligence Platform to help organizations solve their toughest problems with data.”
Srinivas Gattamneni, Chief Executive Officer of ADA, said: “We’re excited about our partnership with Databricks, a pivotal step in revolutionizing data and digital transformation in APAC. By integrating our Data and AI solutions with Databricks’ cutting-edge Data Inteligence Platform, we are actively redefining the future of data analytics and transformation. This alliance is a testament to ADA’s dedication not only to advancing AI-driven analytics but also to providing comprehensive data transformation services that enable businesses to navigate and excel in an increasingly digital world.”
About ADA
ADA offers a comprehensive suite of services that empower enterprises and brands to bolster digital marketing, sales transformation, and data transformation across Asia. The company has a multi-faceted, data-driven approach that encompasses:
Data Transformation Services: Drawing expertise from data analytics, data engineering, and Customer Data Platform (CDP) services, ADA helps brands make data-informed decisions, optimize data infrastructure, and manage customer data effectively for personalized and efficient marketing efforts.
Marketing Solutions: This entails performance marketing, enabling clients to efficiently target consumers on platforms like social media, native ads, display ads, and search marketing. Additionally, ADA offers creative solutions tailored to boost user engagement and conversion rates. The segment also involves marketing technology transformation, which includes consultation on the implementation of managed services. These services equip brands to deliver outstanding customer experiences using advanced technology platforms.
E-commerce Solutions: ADA assists brands with comprehensive store management, ensuring smooth operations on various platforms such as marketplaces, social channels, third-party messaging channels, and proprietary websites.
Customer Engagement Solutions: Enterprises leverage these solutions to improve customer support. It facilitates real-time communication with consumers through channels like SMS, WhatsApp, and other popular messaging applications.
ADA maintains a robust presence in Asia with 12 offices spread across the region and employs approximately 1,400 professionals. The company’s dual headquarters are in Singapore and Malaysia. Notably, ADA’s shareholders include industry giants like Softbank, Axiata, Mitsui, and Sumitomo Corporation.
Databricks is the Data and AI company. More than 10,000 organizations worldwide — including Comcast, Condé Nast, Grammarly, and over 50% of the Fortune 500 — rely on the Databricks Data Intelligence Platform to unify and democratize data, analytics and AI. Databricks is headquartered in San Francisco, with offices around the globe and was founded by the original creators of Lakehouse, Apache Spark™, Delta Lake and MLflow. To learn more, follow Databricks on Twitter, LinkedIn and Facebook.
JAKARTA – November 3, 2023 – In a resounding testament to their enduring partnership, Bank OCBC NISP and ADA are marking four years of continuous collaboration, defined by transformative achievements and the promise of an even more prosperous future.
A Four-Year Journey of Transformation
Over the span of four years, Bank OCBC NISP and ADA have transitioned from visionary partners into an unstoppable force in user acquisition. This remarkable journey has been fuelled by strong digital strategy from ADA and unwavering product innovation from Bank OCBC NISP. Together, they’ve not just adapted to change; they’ve molded it, redefining the way banking is experienced across key digital touchpoints of the user journey in an ever-evolving digital landscape.
One of the hallmarks of this partnership is the exceptional projects they have undertaken. The NYALA #SAVE20 Campaign, powered by Director Mix, not only garnered two prestigious awards from Youtube Works but also secured the bronze award for Excellence in Communication at the Marketing Excellence Awards in 2022.
A success story: Exceptional Results speak for themselves
Strategic audience segmentation, outcome-based campaigns, and a seamless user journey have been at the core of their success. ADA’s innovative strategies have set Bank OCBC NISP apart, driving market differentiation, data-driven decision-making, and customer-centric innovations.
The results speak volumes. By focusing investments on best-performing channels and maximizing outcome-based campaigns, the partnership achieved a remarkable 67% reduction in Cost Per Acquisition (CPA) compared to H1 2022. Moreover, their consolidated full-funnel marketing strategy delivered a staggering 72% increase in New-to-Bank (NTB) volume. The 2023 1st awareness campaign also witnessed a 7% lift in Brand Awareness, 7% lift in Ever Usage, and a 6% lift in Consideration to Purchase, based on BLS from Pulse.
Nurturing a Shared Vision for the Future
As they celebrate four years of success, Bank OCBC NISP and ADA are unwavering in their commitment to a shared long-term vision. This vision now encompasses fresh perspectives on innovation, enhanced customer engagement, and sustainable practices. It signifies their ability to remain dynamic and forward-looking in a rapidly evolving industry.
EVP Marketing and Lifestyle Business Division Head Bank OCBC NISP Amir Widjaya attested, “The #NYALACard campaign stands as a prime example of resounding success. This initiative played an indispensable role in our pursuit of accommodating the seamless demands of millennials and Gen Z, whether it be in their daily local transactions or during their globetrotting adventrues. Our collaboration with ADA’s team, consisting of not just capable but also unwaveringly dedicated experts, fostered a harmonious environment that propelled us steadfastly toward our objectives.”
As Bank OCBC NISP and ADA embark on the journey ahead, they do so with innovation, resilience, and a shared vision that promises to reshape the banking landscape, elevate customer experiences, and leave an indelible mark on the industry. This partnership is poised to thrive, inspire, and succeed for years to come.
About ADA
ADA provides services that enable enterprises and brands to drive top line growth through digital marketing and sales transformation across Asia. It operates three data-driven service segments:
Marketing Solutions: provides performance marketing, which enables clients to reach consumers efficiently on social media, native ads, display ads and search marketing; creative solutions to drive user engagement and conversation rates; and marketing technology transformation involves consultation on the implementation of managed services that enable brands to achieve superior customer experiences with technology platforms.
Digital Commerce Solutions: provide brands with end-to-end store management to fulfil enablement on marketplaces, social channels, third party messaging channels and owned websites.
Customer Engagement Solutions: used by enterprises to enhance customer support and communicate with consumers in real-time through SMS, WhatsApp and other messaging applications.
Data & AI: enables brands to unlock the power of data through data engineering, analytics, strategy and management for seamless problem solving and enhanced business outcomes.
ADA, which operates 13 offices across Asia with approximately 1,400 employees, was formed in 2018 and is headquartered in Singapore and Malaysia.
About OCBC
Bank OCBC NISP was established in Bandung in 1941 under the name Nederlandsch Indische Spaar en Deposito Bank. Bank has track record that is proven toughness. Established for more than 82 years, bank OCBC NISP is one of the 10 largest banks in Indonesia, and Bank OCBC NISP is one of the banks with the highest credit ratings in Indonesia, namely AAA(idn)/stable from PT Fitch Ratings Indonesia. In addition, Bank OCBC NISP is the first bank in Indonesia to receive environmentally and gender-based financing from the International Finance Corporation (IFC). Bank OCBC NISP continues its solid performance and has the vision to realize customers’ aspirations by providing comprehensive financial service solutions.
It is reflected in the Bank’s assets reached IDR 245 trillion, an increase of 10% YoY in Semester I-2023. As of 30 June 2023, Bank OCBC NISP serves customers through 199 office networks in 54 cities in Indonesia. Furthermore, customers could conduct transaction through the Bank’s 491 ATM, more than 90,000 ATM networks in Indonesia, and connected to more than 600 OCBC Group ATM networks in Singapore and Malaysia. Bank OCBC NISP also serves customers through various digital channels, including mobile banking and internet banking – both for individuals and corporations. Bank always implementing a consistent and sustainable business strategy, accompanied by digital optimization.
Kuala Lumpur, 2 November 2023 – Axiata Digital & Analytics Sdn Bhd (ADA), today announced Mitsui’s investment of USD 58 million in ADA, facilitated through ADA’s holding company, Axiata Digital Services Sdn Bhd (ADS). Mitsui’s additional investment has established a watermark valuation of USD 550 million for ADA, reflecting the company’s continued growth and innovation in the digital and data transformation domain.
On the strength of the investment, ADA – the largest independent data and AI company in the region, spanning 12 countries across Asia – is set to broaden its digital reach and reinforce its commitment to advancing digital and data transformation in the region. Mitsui, a renowned Japanese conglomerate, has been working closely with ADS and ADA since their initial investment in 2019, and is now intensifying its efforts to deliver data and AI solutions to partners and clients in the APAC region. Following the investment, Mitsui’s stake in ADS will increase from 3.29% to 20%, resulting in an effective 12.69% stake in ADA.
Srinivas Gattamneni, Chief Executive Officer of ADA, said “Mitsui’s strong endorsement highlights our extraordinary growth story. We are excited about the prospect of deepening our collaboration with Mitsui to empower their partners with cutting-edge data, AI, and technology solutions. This partnership represents a significant step forward as we enter our next phase of growth, and we believe it will be an invaluable contributor to our journey.”
Vivek Sood, Group Chief Executive Officer and Managing Director of Axiata, said “Mitsui has a strong and proven track record of bolstering innovative businesses in the fields of AI, data analytics and digital transformation. We are confident that broadening our strategic partnership will further enhance ADA’s expertise in AI and data analytics with Mitsui’s substantial business capabilities derived from a global portfolio. This is a significant step towards generating greater, long-term value for our stakeholders and in driving continued growth within this space. Consequently, this will enable Axiata to seize additional opportunities in the digital business realm while sharpening our focus on our core pillars, thereby enabling sustainable growth across our geographic footprint.
We also acknowledge the contributions of other shareholders within ADA, such as Softbank and Sumitomo, who have been instrumental in providing support and fostering synergies as ADA pursues its journey towards achieving unicorn status in the AI, data analytics and digital transformation space.
Toru Matsui, Representative Director, Senior Executive Managing Officer of Mitsui & Co., Ltd, said: “The IT & Communication Business Unit has been executing a CRM strategy to develop digital marketing business clusters that contribute to our consumer-centric businesses and additional investment in ADS will strengthen this strategy in Asia. We look forward to collaborating closely with Axiata Group and ADS/ADA in order to contribute to the growth of ADA by accelerating the provision of its digital marketing solutions and data analysis services to our partners throughout the region.”
About ADA
ADA offers a comprehensive suite of services that empower enterprises and brands to bolster digital marketing, sales transformation, and data transformation across Asia. The company has a multi-faceted, data-driven approach that encompasses:
• Data Transformation Services: Drawing expertise from data analytics, data engineering, and Customer Data Platform (CDP) services, ADA helps brands make data-informed decisions, optimize data infrastructure, and manage customer data effectively for personalized and efficient marketing efforts.
• Marketing Solutions: This entails performance marketing, enabling clients to efficiently target consumers on platforms like social media, native ads, display ads, and search marketing. Additionally, ADA offers creative solutions tailored to boost user engagement and conversion rates. The segment also involves marketing technology transformation, which includes consultation on the implementation of managed services. These services equip brands to deliver outstanding customer experiences using advanced technology platforms.
• E-commerce Solutions: ADA assists brands with comprehensive store management, ensuring smooth operations on various platforms such as marketplaces, social channels, third-party messaging channels, and proprietary websites.
• Customer Engagement Solutions: Enterprises leverage these solutions to improve customer support. It facilitates real-time communication with consumers through channels like SMS, WhatsApp, and other popular messaging applications.
ADA maintains a robust presence in Asia with 12 offices spread across the region and employs approximately 1,400 professionals. The company’s dual headquarters are in Singapore and Malaysia. Notably, ADA’s shareholders include industry giants like Softbank, Axiata, Mitsui, and Sumitomo Corporation.
Mitsui & Co. is a global trading and investment company with a presence in more than 60 countries and a diverse business portfolio covering a wide range of industries.
The company identifies, develops, and grows its businesses in partnership with a global network of trusted partners including world leading companies, combining its geographic and cross-industry strengths to create long-term sustainable value for its stakeholders.
Mitsui has set three key strategic initiatives for its current Medium-term Management Plan: supporting industries to grow and evolve with stable supplies of resources and materials and providing infrastructure; promoting a global transition to low-carbon and renewable energy; and empowering people to lead healthy lives through the delivery of quality healthcare and access to good nutrition.
In pursuit of its vision to be The Next Generation Digital Champion, Axiata is a diversified telecommunications and digital conglomerate operating Digital Telcos, Digital Businesses and Infrastructure businesses across a footprint spanning ASEAN and South Asia.
The Group has controlling stakes in market-leading mobile and fixed operators in the region including ‘XL’ and ‘Link Net’ in Indonesia, ‘Dialog’ in Sri Lanka, ‘Robi’ in Bangladesh, ‘Smart’ in Cambodia and ‘Ncell’ in Nepal while ‘CelcomDigi’ in Malaysia is a Key Associate Company. Axiata’s regional digital business verticals comprise ‘Boost’ a fintech company, and ‘ADA’, a digital analytics and AI company. ‘EDOTCO’ is among the top 10 independent TowerCos globally, operating in nine countries to deliver telecommunications infrastructure services.
As a committed and long-term investor, the Group actively supports and drives young talent development; community outreach; as well as climate change initiatives. Axiata’s broader goal of Advancing Asia aims to piece together the best in the region in terms of innovation, connectivity and talent to drive digital inclusion and sustainable progress across our markets. Find out more at www.axiata.com
Singapore – ADA, region’s biggest independent digital transformation company, has announced the winners of the ADA Business Messaging Hackathon 2023. After a grueling 4-months, Team MedAI clinched the top spot, demonstrating an innovative AI-Powered WhatsApp Healthcare Platform that holds the potential to transform healthcare through WhatsApp & AI. Team Columbus and Team Inquisitor were awarded second and third prizes respectively.
Over 400 teams from Malaysia, Singapore and Indonesia took part in this year’s virtual hackathon which launched on July 17, focusing on developing and building innovative and scalable WhatsApp chatbot solutions for businesses.
The event was held virtually, and brought together teams of tech enthusiasts, AI engineers, software developers and student communities from universities such as Asia Pacific University, Binus University, Institut Teknologi Bandung, Universitas Indonesia, Singapore Management University and National University of Singapore. Impressively, most of the top 10 teams in the hackathon were made up of students. This underscores the vibrant talent and innovative spirit they bring, showcasing a bright and promising future in AI and technology.
ADA, pioneers in data and analytics, and a driving force of data, AI and tech lead transformation in Asia, are committed to building the innovative and active community among passionate digital talents in Malaysia, Singapore and Indonesia to accelerate conversational AI transformation on WhatsApp.
The solutions were evaluated based on the originality of their ideas, creative use of technologies, and viability from a business perspective.
Team MedAI’s winning solution, the MedAI Healthcare Platform uses AI models in healthcare to enrich their customer experience. They also use a WhatsApp chatbot to connect with customers and offer preliminary assessments. Patients can photograph a potential skin condition, upload it to the chatbot for an assessment, and schedule a doctor’s appointment. This innovative approach secured them a well-deserved prize of USD10,000.
Team Columbus’s Columbus AI, amidst intense competition, distinguished itself as the 1st runner up. This AI tool serves as an exceptional travel companion, reshaping travel journeys into accessible, delightful, and personalized experiences. Columbus AI showcased how the entire travel experience can be gamified through tour quests by working with local merchants in popular tourist destinations. Their significant achievement is recognized with a USD7,500 prize.
Amid a sea of inventive chatbots, Team Inquisitor’s conversational commerce solution – PurchasePal secured its place as the 2nd runner up. Have a birthday party coming and need help in buying all things necessary? Just chat with PurchasePal and it will recommend every item that you need, and picking up the best offers from e-commerce marketplace so you can complete the checkout and pay for your items seamlessly. PurchasePal stands out with its ability to streamline research, enable adaptive purchasing, and utilize AI for predictive procurement. Their remarkable feat comes with a prize of USD5,000.
“Inspired by the vast potential of WhatsApp chatbots solutions built with ADA’s Business Messaging Platform in the hackathon, I’m captivated by their transformative power in reshaping human-chatbot interactions. As conversational AI continues its march, I’m excited to see how it will continue to bridge gaps and make our digital experiences more user-friendly and efficient. Our aspiration for our AI-Powered WhatsApp Healthcare Platform is to uplift healthcare quality across both public and private healthcare, not just nationally but internationally as well.” said Hagid Chida, the leader of Team MedAI.
The judges, a panel of esteemed industry experts from Meta, ADA and GSMA were highly impressed by the innovative WhatsApp chatbot solutions presented in the hackathon.
“MedAI’s AI-Powered WhatsApp Healthcare Platform stood out as it is elevating innovation in healthcare and pharmacies, enhancing the patient experience and convenience on WhatsApp. Their integration of generative AI points toward transformation in both public and private healthcare, emphasizing the value of early patient care.” said Srinivas Gattamneni, CEO of ADA.
“Within messaging, billions of people and millions of businesses use our messaging services every day to connect. In fact, there are more than 600 million conversations between people and businesses on Meta’s messaging platforms. I am inspired and humbled to see how AI will supercharge Business Messaging and the quality of ideas that were presented to solve real-world problems & help businesses grow.
A majority of the top 10 finalists were student submissions, a good sign, and I believe we will continue to see even more innovative ideas in the future as we push boundaries on how technology can enhance human potential.” mentioned Nicole Tan, Country Director, Meta Malaysia.
“I was impressed by the high levels of interest and quality of entrants. It’s clear that developers who entered the awards are working on potentially transformative new digital services, using Generative AI and WhatsApp which can help tackle some of the main reasons behind the mobile usage gap: digital literacy and skills. I encourage all the participants to continue to explore and innovate using WhatsApp and Generative AI to make services more accessible and help build more inclusive digital nations.” mentioned Julian Gorman, Head of Asia Pacific, GSMA.
ADA wishes to thank all participating teams for their hard work, dedication, and innovative spirit. The success of ADA Business Messaging Hackathon 2023 is a testament to the evolution and transformation of conversational & generative AI on WhatsApp.
For more details about the hackathon, winning chatbots, or future events, please stay tune with ADA’s website or social media channels.
About ADA
ADA offers a comprehensive suite of services that empower enterprises and brands to bolster digital marketing, sales transformation, and data transformation across Asia. The company has a multi-faceted, data-driven approach that encompasses:
Data Transformation Services: Drawing expertise from data analytics, data engineering, and Customer Data Platform (CDP) services, ADA helps brands make data-informed decisions, optimize data infrastructure, and manage customer data effectively for personalized and efficient marketing efforts.
Marketing Solutions: This entails performance marketing, enabling clients to efficiently target consumers on platforms like social media, native ads, display ads, and search marketing. Additionally, ADA offers creative solutions tailored to boost user engagement and conversion rates. The segment also involves marketing technology transformation, which includes consultation on the implementation of managed services. These services equip brands to deliver outstanding customer experiences using advanced technology platforms.
E-commerce Solutions: ADA assists brands with comprehensive store management, ensuring smooth operations on various platforms such as marketplaces, social channels, third-party messaging channels, and proprietary websites.
Customer Engagement Solutions: Enterprises leverage these solutions to improve customer support. It facilitates real-time communication with consumers through channels like SMS, WhatsApp, and other popular messaging applications.
ADA maintains a robust presence in Asia with 12 offices spread across the region and employs approximately 1,400 professionals. The company’s dual headquarters are in Singapore and Malaysia. Notably, ADA’s shareholders include industry giants like Softbank, Axiata, Mitsui, and Sumitomo Corporation.
