Ngern Tid Lor makes the first step towards cloud transformation, as it migrates its IT infrastructure to the cloud in order to accommodate the growth of online traffic, to deliver an above-and-beyond service experience, and to increase customer satisfaction.
Changes in Consumer Lifestyle Causes Access to Online Media to Increase
Ngern Tid Lor began as a one-stop vehicle title loan provider. In 2013, the company expanded into the auto and personal accident insurance business. Today, Ngern Tid Lor has more than 1,000 branches nationwide.
, SVP-Digital Transformation of Ngern Tid Lor, stated that as people are working against time and having a lot to do each day, many consumers find it inconvenient to come to a branch to receive services. They also do not have time to learn new technologies.
However, consumer lifestyles have changed considerably in the age of smartphones and Thailand 4.0. More and more people have access to online media and services, causing branch foot traffic to decline. As a result, the company needs to adapt in order to provide online services, whether that be through its website, mobile applications, or social media such as Facebook and LINE. Company staff need to be trained to help customers access new technologies and to offer affordable and transparent digital financing that meets their satisfaction and new lifestyles.
However, given today’s competition in the industry, adapting to provide online services is not enough. We must ensure that our services are fast, safe, and available 24/7. The question is: How do we achieve that?
“The first step is the most crucial. With the right infrastructure and the right team, every suggestion of Ngern Tid Lor to improve the quality of life of Thai people is possible.”
Cloud Transformation to Accommodate Growing Online Traffic
Because of the flexibility, service continuity, and expansion readiness that cloud computing can offer, Ngern Tid Lor has decided to implement cloud transformation. It started by migrating its website to the cloud provided by Amazon Web Services (AWS) and using a content delivery network (CDN) to increase website performance and prevent DDoS attacks, which improves the customer experience on Ngern Tid Lor’s website.
In addition, Ngern Tid Lor has set up a new website structure to support growing website traffic, and to allow our team to deliver promotions and information to customers without interruption. We are also providing online customer request forms and loan and insurance tools, and we are planning to add other services in the future to meet the needs and lifestyles of our customers.
Online Services via LINE and Mobile App with Chatbots for Convenient Customer Support
In addition to migrating its website to the cloud, Ngern Tid Lor has transformed the business by making use of other new technologies in response to increased numbers of smartphone and social media users:
- LINE Business Connect: To provide information, communication, and online services via the LINE application.
- Mobile app: To check balances, pay bills 24/7, and renew compulsory auto insurance within five minutes.
- Chatbot: To chat with customers and answer questions, which helps reduce Customer Service’s workload by 50%. A chatbot can collect customer data equivalent to 16 employees.
To improve customer satisfaction, Ngern Tid Lor has added a rewards program to its mobile app, including a chance to win gold when customers make payments on time. Apart from attracting customer interest, this rewards program will also indirectly promote good financial behavior amongst our customers. When customers pay on time, not only will the company have more working capital to operate its business, the customers will also improve their credit.
“During the COVID-19 pandemic, many customers have requested deferred debt payments, triggering a delay in document management and approval. We use the smartbot to help us in the initial processing of documents before forwarding them to our staff for further processing, thus reducing staff workload considerably. Meanwhile, the Collection team switched its role to explain the terms and conditions to customers on the phone,”
Source: True IDC