Transcosmos And Mitsubishi Motors Indonesia Discuss Customer Experience Evolution Towards Hyper-personalization Era

JAKARTA - PT Mitsubishi Motors Krama Yudha Sales Indonesia (MMKSI) together with transcosmos Indonesia (TCID) strengthens collaboration in presenting customer experience (CX) which is increasingly personal and relevant in the digital era. Through this strategic collaboration, the two companies share views on how personalization is an important basis for going to the next stage, namely hyper-personalization.

Over the past few years, MMKSI and TCID have collaborated on various initiatives to strengthen interaction between brands and customers. One form of collaboration is the management of My Mitsubishi Motors ID (MMID), a digital application that is the center of activity for Mitsubishi vehicle customers.

MMKSI's Deputy Group Head of CX Group, Ilham Iranda Syahputra, said that around 85 percent of customer experience activities in Mitsubishi Motors were managed with TCID.

"We appreciate this collaboration because we always think about continuing to innovate at MMID to be closer to customers. TCID helps us ensure that all touchpoint customers are more seamless and integrated," he said, in a written statement, Tuesday, October 28.

In the fast-growing digital era, according to him, brands must be able to adapt to customer behavior. Understanding their desires and habits is key and TCID plays a major role in helping companies achieve it.

Through a personalization approach implemented with TCID, MMKS has succeeded in providing a more relevant customer experience on various digital channels. This personalization allows more targeted communication, ranging from promotions to full-sale services, according to customer needs and preferences.

The implementation of this strategy also boosts significant growth on the MMID platform, which has now been downloaded by more than 550,000 users with ratings 4.8 on the Play Store and App Store. The app records more than 270,000 registered vehicles.

In addition, MMKSI is also building a digital community within MMID, namely MiMate with more than 130,000 members, creating an increasingly connected and loyal customer ecosystem. This data-based approach also helps MMKSI strengthen customer loyalty and accelerate responses to consumer needs more proactively.

The personalization approach implemented by MMKSI together with TCID focuses on using data to provide more relevant communication and services, ranging from interactions in applications to full-sale support. This approach helps MMKSI build closer relationships with customers through a consistent experience across its digital channels.

However, along with the growing behavior of consumers and advances in data technology, personalization is now entering a new chapter.

TCID introduces the concept of hyper-personalization as the next step, in which real-time data-based approaches, artificial intelligence (AI), and predictive analytics are used to understand the context and needs of customers individually.

Vice President of transcosmos Indonesia, Ardi Sudarto, said that personalization is an important step, but in the future brands need to move further. Hyper-personalization allows more contextual interactions, not only recognizing who customers are, but also understanding their situation and intentions at every moment.

"By combining AI and real-time data, brands can provide a more relevant experience, increase conversion, and build a sustainable emotional closeness," added Ardi.

According to industry data, hyper-personalization has proven to drive 120% increase in engagement rate, 100% increase in conversion, and 15% increase in revenue for brands that have successfully implemented it effectively.

TCID affirms its commitment to continuing to accompany brands on their way to hyper-personalization, by combining expertise in customer experience, digital marketing, and data-based technology to help companies understand customers more deeply.

transcosmos Indonesia is a customer experience and digital business service provider that is a subsidiary of transcosmos Inc., a company that has been centered in Japan and established since 1966. Transcosmos Indonesia presents integrated services to support various aspects of the client's business, including CX technology. For more complete information, visit the Indonesian transcosmos website, Indonesia's transcosmos Instagram, and LinkedIn transcosmos Indonesia.