Bursa customer care team improves response time by 80%
Customer complaints slashed 70%, staff costs down 40%
ORACLE Corporation said that Bursa Malaysia, previously known as the Kuala Lumpur Stock Exchange or KLSE, has implemented Oracle RightNow Cloud Service to improve its customer care service.
The adoption of Oracle’s solution has helped Bursa Malaysia reduce the volume of basic inquiries, improve response time by 80%, slash customer complaints by more than 70%, and cut staff costs by 40%, the company claimed.
In addition, Bursa Malaysia can now generate real-time management reports that previously took up to three weeks to create, the company said in a statement.
“Bursa Malaysia is leveraging cloud technologies to save cost, implement business solutions faster and serve its customers better,” said Oracle Corporation Malaysia managing director Jimmy Cheah (pic).
“Bursa Malaysia is exemplifying the way forward for the financial services industry and Oracle is proud to be its technology partner,” he added.
Bursa Malaysia chose Oracle RightNow Cloud Service because competing solutions did not have as many out-of-the-box features, Oracle claimed.
“Oracle RightNow has completely changed the way we run customer care,” said Bursa Malaysia customer care manager Saidi Ahmad.
“It records and tracks a large number of interactions, escalates them to various departments, and provides management reports and status updates at the touch of a button for accurate and fully verified information,” he added.
The Oracle solution now enables the customer care team to provide consistent responses to investors, public listed companies, research students, trading partners and Malaysian government agencies, Saidi said.
For more technology news and the latest updates, follow @dnewsasia on Twitter or Like us on Facebook.