Mah Sing adopts new customer experience management system

KUALA LUMPUR (Feb 7): Mah Sing Group Bhd has adopted a new customer experience management programme, Qualtrics CustomerXM, to better understand the needs of its customers.

Chief executive officer Datuk Ho Hon Sang said among other things, the system enables the group to capture customer feedback in real-time, which would then be channeled to key decision-makers and frontline staff for further action.

“We believe that this customer experience management programme will help us to interact with buyers and provide a better quality of service,” he said in a statement today.

The Qualtrics CustomerXM offers omnichannel survey distribution where the group can reach out to customers through email, SMS, and QR code, allowing it to predict, deliver, measure and respond to customers’ needs.

“Mah Sing plans to collect experience data from stakeholders at every meaningful touchpoint, from the initial contact at Mah Sing’s sales gallery right up to the delivery of vacant possession,” it said.