The Importance Of Customer Engagement Platforms (CEP) To Improve Customer Experience

JAKARTA - In the digital era that continues to develop as it is today, the user experience (CX) is a key factor in determining the success of a company.

Companies with a non-optimal CX strategy are at risk of losing customers, revenue, and reputation. On the other hand, studies from Adobe at the end of 2023, say that companies that prioritize CX can get 23 percent more subscribers than other companies.

Therefore, it is important for companies to prioritize CX more, and strategies to strengthen CX become more crucial in maintaining their competitiveness.

One strategy to improve customer experience and facilitate communication between companies and customers is through customer service applications and Customer Engagement Platform (CEP).

This has also been done by PT Mitsubishi Motors Krama Yudha Sales Indonesia (MMKSI), an official distributor of passenger vehicles and light commerce from Mitsubishi Motors Corporation (MC), which partners with digital business service company transcosmos Indonesia (TCID).

Since 2017, this application was created to increase customer convenience and time efficiency when customers need full-sale services from MMKSI.

Until the first quarter of 2024, the number of customers using the My Mitsubishi Motors ID application continues to increase to perform service booking, test drive, and emergency services.

In addition, with My Mitsubishi Motors ID customers can use emergency services (24 Hours Bengkel Alert) and Customer Service contacts which operate 24 hours a day.

There are many features offered by the Motors ID customer service application, including:

"We are committed to continuing to improve the quality of our customer services through the MMID application and CEP services from TCID," said Deputy Group Head of Customer Experience of PT MMKSI, Ilham Iranda Syahputra.