Korea Rental Launches Customer-Centric Management Committee
IT DAILY ·
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Korea Rental launched the "Customer-Centric Management (CCM) Promotion Committee" to strengthen its customer service system.
Jin Mi-kyung, head of Korea Rental's Management Support Division, will chair the committee, and 11 department heads, including those from sales, sales support, and after-sales service (AS), will participate as working committee members.
The committee will centrally manage customer touchpoint data across the full processes of contracts, installation, maintenance, and retrieval, and will carry out building a pre-inspection system, handling customer complaints, managing the voice of the customer (VOC), and reviewing after-sales processing results.
Korea Rental announced on the 22nd that it had launched the "Customer-Centric Management (CCM) Promotion Committee" to strengthen its customer service system. Jin Mi-kyung, head of the Management Support Division at Korea Rental, will serve as chair. Working committee members include the heads of 11 departments responsible for customer-facing tasks such as sales, sales support, and after-sales service (AS).
The committee will oversee the integrated management of customer touchpoint data generated throughout the rental process, including contracts, installation, maintenance, and retrieval. Korea Rental plans to use the data it collects in this way to quickly identify customer inconveniences and reflect them in service improvements.
The committee will operate around four key action items. The four action items are building a pre-inspection system, handling customer complaints, managing the voice of the customer (VOC), and reviewing after-sales processing results.
The working committee members will analyze customer data collected each month and review problem areas. They will also apply improvement measures in the field.
Korea Rental plans to continue checking whether improvements have been made even after measures are taken. The photo shows Korea Rental officials, including CEO Moon Dong-kwon and Head Jin Mi-kyung, posing to commemorate the launch of the Customer-Centric Management Promotion Committee.
The commissioning ceremony was held on the 17th, and Korea Rental CEO Moon Dong-kwon attended and spoke. At the ceremony, Moon said that the source of Korea Rental's competitiveness lies in customer-centered service, highlighting the link between customer service and competitiveness.
Moon also said that, along with external growth, it is necessary to strengthen substance-oriented management that systematically delivers customer service, and that to secure a competitive edge in the rental market, differentiation as a company specialized in customer service is needed. Through this explanation, he pointed to the connection between customer service and competitive advantage.
Source: IT DAILY · Kim Ho-jun
Original: https://www.itdaily.kr/news/articleView.html?idxno=241802
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Source: IT DAILY
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