Kawan Lama Group presents various interesting programs and promotions in over 1.200 stores to celebrate National Customer Day (Harpelnas), commemorated every 4 September, by delegating over 500 management representatives to greet and appreciate the customers in over 600 stores directly.
Various brands of Kawan Lama Group also present activities with the customers. Starting from ACE Member Corner, which is held in all ACE Indonesia stores. INFORMA, INFORMA Electronics, and SELMA present a Product Auction program on the weekend, Wellness Corner provides free massage with massage chairs and free health check, Snack Corner with various free snacks, and Kids Corner offers various interesting kids activities. Toys Kingdom greets its kids' customers through the Harpelnas Gathering event, enlivened by doll shows and happy races. There is also a great challenge named ATARU Shopping Race for ATARU loyal customers and Customer Treatment Day from Pendopo that serves free massage and dinner. Moreover, there’s also a Member Gathering in seven cities by F&B Indonesia.
Adeline Ausy Setiawan, Strategic Marketing Services Director of Kawan Lama Group, said, “Every year, in Harpelnas moment, the management of Kawan Lama Group comes to the stores to directly appreciate the customers who have contributed to our business growth. Considering last year’s positive response, we delegate five times more of our management representatives this year than last year. They come to over 600 stores of ACE Indonesia, INFORMA, INFORMA Electronics, Toys Kingdom, Pet Kingdom, SELMA, ATARU, Pendopo, EYE SOUL, and THYS in over 60 cities during September. Besides greeting and appreciating the customers, they also have a conversation and listen directly to their inputs and aspirations as sources of our services’ evaluation and innovation.”
As a token of customer service improvement, this year Kawan Lama Group presents a Seamless Omni-Channel Customer Care innovation that utilizes Artificial Intelligence (AI). Through this innovation, Kawan Lama Group delivers fully integrated customer service, both at the offline store and online, through email, phone, chat, and social media. This innovation comes with faster and more precise customer service, resulting in less resolution time (problem-solving) of 10 times.
“AI-based innovation can’t be separated from our corporate culture, Ever-Learning Organization, or keep transforming organization. The transformation is not merely in the product aspect but also customer service improvement. The result, based on our internal survey, after implementing Seamless Omni-Channel Customer Care, was that the average customer satisfaction score was enhanced to over 90%. Hopefully, in the years to come, we can keep innovating to give more customer experience, and eventually bring a better life to Indonesian families,” said Adeline.
