| CLS
Accelerates Adoption Of One-Stop Loyalty Solutions
Outsourcing In Malaysia.
-----------------------------------------------------------------------------------------------------
Jun 16, 2004
One-stop Loyalty Solution Facility being recognized
as the next best strategy to achieve business profitability,
offering low capital investment, higher bottom line
and improved technology performance.
Petaling Jaya, 16 June 2004 - Until
recently, loyalty programs were managed exclusively
or partly by organizations, but now more companies
can outsource the entire program to consulting companies
like Customer Loyalty Solutions Sdn Bhd (CLS), a fast-growing
total integrated, loyalty solutions provider in the
country. A first-of-its-kind facility, CLS has the
engine, knowledge and expertise for organizations
from vertical industries to customize a loyalty program
according to their business needs or simply enhance
their existing loyalty program.
CLS was established with the aim to provide loyalty-marketing
solutions to organizations that seek to build and
nurture life long relationships with their customers.
According to Ms Ooi Hooi Cheng, General Manager of
CLS, “In an increasingly challenging marketplace,
customer loyalty matters more than ever and a loyalty
program is a strategic imperative. But to manage a
successful and effective loyalty program, a company
would need to incur high investments in time, money
and resources. Now with the availability of a total
integrated loyalty solutions services like CLS, organizations
can leverage on a vast range of loyalty solutions
without the need to making the usual up-front investment
outlays in technology infrastructure and resources.”
She further added, “Many organizations do not
have the resources and the know-how to turn mountains
of information that they had collected to interactive
and actionable data and loyalty marketing solutions.
This has led CLS to design a loyalty solutions business
model that comprise five core components to provide
organizations what they exactly want. These five core
components include:
Customer Knowledge Base Management: a
multi-channel data warehouse management tool that
aims to optimize the customer life cycle through analytical
reports on customer profiling, customer behaviour
modeling-determine customer value, marketing insights
and measurement and monitoring of customer response.
Call Centre Management: a dedicated
inbound and outbound call centre equipped with well-trained
and professional customer service staff and the technology
capability to manage multi-clients’ customers
and provide better call outcomes.
Procurement & Fulfillment: a
one-stop hub that manages the smooth distribution
of an organisation’s rewards to its customers.
It manages the sourcing of a vast variety of merchandises
from around the globe; processing, order and redemption;
handling and packaging; delivery and inventory control.
Marketing Support: CLS has the ability
to customize services according to a company’s
need, budget and business requirements. The support
services include strategising, conceptualising and
implementing of marketing loyalty programs based on
customer profiling and segmentation and the development
of communication materials.
IT Support & System Integration:
CLS powers the sophisticated, proprietary technology
solutions, which is developed by its holding company,
Advance Information Marketing Sdn Bhd (AIM). A novel
technology solutions centre committed to R&D and
development of comprehensive range of technology features
and functionality through its proprietary system called
Advance Information Marketing System (AIMS).
“With these five core components, said Ms Ooi
“we will be in a position to provide the most
comprehensive suite of loyalty solutions and technology
innovations to meet our client’s budget and
requirements.”
Agreeing with Ms Ooi is Mr Nyang Koon Seng, Chief
Executive Officer, Advance Information Marketing Sdn
Bhd (AIM), the holding company of CLS, who further
added that, “Between CLS and AIM, we have the
business and technology dynamics to propel an organisation’s
profitability and enable the loyalty-solutions industry
to propel to greater heights.”
CLS has pre-built the business intelligence and marketing
application infrastructure, and staffed the facility
with a team that specializes in marketing process,
customer analytics, campaign management, backend procurement
and IT infrastructure support. The team collaborates
with the client to customize and implement a loyalty
program, be it a private label program targeting B2B
and even B2C or a coalition program supported by multi-merchants.
Already a year in the market, CLS is managing loyalty
programs for various multinational companies including
L’Oreal Malaysia Sdn Bhd, American Home Assurance
Company Malaysia, Kao (Malaysia) Sdn Bhd and F&N
Coca Cola (Malaysia) Sdn Bhd, and providing technology
and procurement support to various financial institutions
in the country. The company will be adding more international
and local brands to its portfolio within the next
six months. “We are expanding our infrastructure
and resources to enable us to manage with the new
business growth,” said Ms Ooi. CLS is forecasting
that its revenue will increase to RM7 million by the
end of its 2004 financial year.
ABOUT CUSTOMER LOYALTY SOLUTIONS (CLS)
Incepted in 2003, CLS is a leading consulting company,
which provides total, integrated loyalty marketing
solutions. Committed to delivering innovation to nurture
life long relationship between the organization and
its customers, CLS collaborates with its clients to
help them realize their objectives and create tangible
value. With deep industry expertise, comprehensive
range of proprietary enterprise solutions, a dedicated
call centre, procurement & fulfillment capabilities
and proven experience in consulting. CLS helps companies
to bridge the gap between “information about
customers’ and ‘marketing to customers’
by converting transactional data to interactive and
actionable solutions to enhance their customer loyalty.
Today, CLS manages loyalty programs for various local
and multinational companies including L’Oreal
Malaysia Sdn Bhd, American Home Assurance Company
Malaysia, Kao (Malaysia) Sdn Bhd and F&N Coca
Cola (Malaysia) Sdn Bhd; and supports loyalty programs
run by well-established companies and financial institutions.
For more information on CLS, please visit its home
page
|
