The CEO Of Maxis Wants Malaysians To Know "It's Not OK To Be OK"
There are many things Malaysians can learn from this local telco that believes it is not "OK" to be "OK". Read the story behind the commitment made by Maxis to achieve unmatched customer experience.
Published for Sponsored , 23 May 2014, 12:44 PM — Updated almost 10 years ago
When Morten Lundal took over as Maxis CEO, he saw that customer service was "OK" but could be improved
Morten Lundal found that customer service could be much better when he took over as CEO late last year
Image via telecomlead.com"If we take a hard look at ourselves, we should view ourselves as good, because we in general clearly are, but we should also admit that we are not great. And we want to be great."
maxis.com.myIn a rare video released by Maxis, Lundal explains that the company's new initiative is to ensure Malaysians do not settle for "just OK" services when it can be so much better
"We have grown into certain habits, certain mindsets. And some not so good ones. Companies like ours will at this age and at this period in our life cycle easily settle for ‘good’, settle for ‘OK’, ‘average’. It is human and company nature."
maxis.com.my"We want to travel from good to great. It is the right ambition for our customers and shareholder, but most of all it is right for the people who make up this organisation called Maxis."
maxis.com.myLundal says, "The attitude of good enough, or OK, is creating complacency and mediocrity, and over time it leads to deterioration. Which is unacceptable." Watch him speak:
Morten believes that this new paradigm shift starts from the top - the management team
"This is not a slogan, but a personal commitment from me and the management team, from us, and it is a mindset that shall permeate everything we do, both big decisions and also the smallest details."
maxis.com.myTo date, the telco has already made 15 improvements, including how customers line up at service centres
Maxis aims to improve the way customers queue up, by introducing an sms system to cut waste and time
Image via blogspot.comOf course, making changes won’t be easy. So Maxis is looking at areas which can give the biggest impact in customer satisfaction with minimal tweaks possible.
soyacincau.comIn a typical centre set up, customers would normally need to queue up to take a paper ticket based on the services they require. To eliminate frustration of queueing, Maxis will have roaming representatives to approach you in a personalised manner. Immediately they can issue a queue number which is sent to your mobile phone via SMS. When your number is nearly up, the system will also remind you via SMS and later on inform you of your counter number when it is your turn.
soyacincau.comUnder the improved system, representatives will issue customers through SMS, which eliminates paper and long waiting times
Not only it’s paperless but it makes the process much more efficient. Their goal is a turnaround time of 10 minutes per customer which is quite an ambitious target.
soyacincau.comThese improvements will stand to impact around 4 million customers with many more improvements to come in the future
Customers will stand to gain better experiences under the improvements done by Maxis
Image via blogspot.comTo date they have made 15 customer service improvements which potentially impact 4 million+ subscribers.
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