Mah Sing engages new experience management platform to lift customer experiences


Mah Sing’s Chief Executive Officer, Datuk Ho Hon Sang

7 February, KUALA LUMPUR – Leading property developer Mah Sing Group Berhad (Mah Sing) has rolled out a new customer experience management programme by adopting Qualtrics CustomerXM as part of its continuous effort to enhance the customer service experience amongst Mah Sing’s home buyers.

Mah Sing’s engagement with Qualtrics makes them one of the first property developers in Malaysia to deploy Qualtrics CustomerXM, enabling the company to better understand and take action on customer needs at every meaningful moment along the customer journey.

Qualtrics CustomerXM is used to collect, understand, and take action on customer experience data – which are the beliefs, emotions and sentiments of Mah Sing’s customers. The Qualtrics platform offers omni-channel survey distribution where Mah Sing can reach out to customers through email, SMS, and QR code. Mah Sing plans to collect experience data from stakeholders at every meaningful touchpoint, from the initial contact at Mah Sing’s sales gallery, to the mid-phase where home buyers made their booking, and until the vacant possession session.

The data obtained from these surveys using Qualtrics allows Mah Sing to better understand the views and perspectives of its buyers, and ultimately help the company offer up a better overall customer experience to its valued stakeholders.

Mah Sing’s Chief Executive Officer, Datuk Ho Hon Sang said that by using the experience data provided by Qualtrics, Mah Sing is able to identify the key moments in the customer life cycle. “By engaging the Qualtrics CustomerXM Platform, it enables our customer service team to better understand our customers throughout the home ownership journey and to continuously enhance the customer experience that we deliver. Qualtrics also enables us to capture customer feedback in real time, analyse it quickly, and rapidly get insights which are then cascaded to key decision makers and frontline staff to take action on. This empowers us to deliver a better customer experience at scale.”

“The digital era has changed customer expectations in industries all over the world. We want our customers to feel that they are valued and have a voice. We believe that this customer experience management programme will help us to interact with our home buyers, and provide a better quality service to our home buyers. This will help to strengthen our relationships in the long term.”

Qualtrics CustomerXM allows companies to predict, deliver, measure, and respond specifically to customer needs, in order to improve the customer experience and impact key business outcomes such as customer lifetime value, acquisition, and retention. Organisations from more than 100 countries use Qualtrics to close the gap between what customers expect and the experience they receive. In the first half of 2019 alone, brands used Qualtrics to launch more than 500 new customer experience programs globally, making Qualtrics the fastest growing provider in the industry.

Mr Foo Mao Gen, Head of Southeast Asia at Qualtrics said: “Brands choosing to compete on experience in today’s economies become category leaders. It’s therefore critical companies have a single system of action enabling them to design and deliver better experiences by taking action on the data they collect. By selecting Qualtrics, Mah Sing can focus its efforts on providing a better quality of service to their customers, which will translate to long-term strong business growth.”

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