Prudential expands new customer care center model at Lotte Mall Tay Ho

ANTD.VN - On January 16, 2025 in Hanoi, Prudential Vietnam Life Insurance Company Limited (“Prudential”) officially opened a new Customer Care Center at Lotte Mall Tay Ho, Hanoi. With a convenient location, modern design and many amenities, this will be a new “touch point” to help Prudential's customer care specialists and consultants connect with customers better. The new Customer Care Center at Lotte Tay Ho is a strong step, affirming customer commitment, through continued investment, focusing on enhancing customer experience when participating in insurance with Prudential.

The new Customer Care Center at Lotte Mall Tay Ho, a landmark in the heart of Hanoi, demonstrates Prudential's commitment to accompanying customers.

Speaking at the opening event, Mr. Conor M O'Neill, Deputy Chief Financial Officer of Prudential Vietnam, said : "In recent years, Prudential has continuously opened new Customer Care Centers in key urban areas, including Da Nang and Ho Chi Minh City, strengthening its presence with customers. These centers are not only places to welcome customers to do transactions, but also modern and dynamic working spaces that help increase engagement and work efficiency for the company's full-time consultants. With a modern and friendly design, the space reflects our commitment to creating seamless and personalized experiences for customers, while empowering our consultants with a dynamic working space to build their teams and develop their careers."

Mr. Conor M O'Neill affirmed that the expansion of this Customer Care Center model is a clear demonstration of Prudential's commitment to "putting customers at the center".

“Along with the opening of the new center in Hanoi, I am also proud to share that in 2024, Prudential Vietnam will be one of the leading insurance companies in the rNPS (Relationship Net Promoter Score) index, an important index used to measure customer satisfaction and willingness to recommend the brand. This result is a source of pride for our continuous efforts and investments towards bringing outstanding experiences to customers. This is also the motivation for Prudential Vietnam to do better in the future ,” Mr. Conor M O'Neill added at the opening ceremony.

Being in the top of the rNPS index is a great motivation for Prudential Vietnam after continuous efforts in improving customer experience.

Located on the 1st and 11th floors of Lotte Mall Tay Ho (272 Vo Chi Cong Street, Phu Thuong, Tay Ho, Hanoi), the new center is a mark of Prudential in the heart of Hanoi, not only serving a simple function but also a symbol of its commitment to accompany customers, helping them access Prudential's financial protection solutions more easily. With a total area of ​​up to ^1,500m2 , the 1st floor of the building is a customer care area equipped with modern equipment, designed in a cozy space for customers to come and exchange information, and resolve insurance needs. To create more privacy and intimacy, the customer care area is divided into many different areas to serve diverse needs such as: Counter transaction area, Digital service experience area, Private consulting area, VIP customer care room.

Customer service counter on the 1st floor with modern, luxurious space but still creates a cozy feeling.

In addition to the customer service space, Prudential also arranged an office on the 11th floor for the team of consultants and full-time financial planners of the PRUVenture channel. Modern design, dynamic colors and especially open space are the highlights of the office, helping the staff to flexibly coordinate work with each other as well as carry out training needs, organize events, team activities... Coming to Lotte Mall Tay Ho Customer Care Center, customers can meet with financial planners of the PRUVenture channel to find suitable financial solutions, as well as participate in activities (workshops) to help develop themselves and balance their lives.

The Customer Experience Center model was first launched by Prudential in 2023 in Da Nang and has been continuously expanded in Ho Chi Minh City and now Hanoi. With the goal of providing a destination that can meet all customers' insurance needs, this model helps increase not only convenience but also a seamless customer experience. In addition, the continuous launch of these Customer Experience Centers also contributes to affirming Prudential's sustainable development strategy in Vietnam.

Source: https://www.anninhthudo.vn/prudential-nhan-rong-mo-hinh-trung-tam-cham-soc-khach-hang-moi-tai-lotte-mall-tay-ho-post601389.antd