Carlson Marketing has expanded its relationship
with long-time client ExxonMobil in the Asia Pacific region, after
being engaged to manage customer care operations for ExxonMobil’s
“Smiles Driver Rewards” programme, with effect from 3 August 2009.
The new responsibilities mean that Carlson
Marketing is increasing the capacity of its regional customer care
centre in Kuala Lumpur to 160 seats.
The care centre was opened in March 2008 to
serve members of Malaysia Airlines Enrich frequent flyer programme
and is now serving in excess of 4 million customers in 4 languages
across Carlson Marketing clients from Australia, New Zealand,
Singapore, Malaysia, Hong Kong, Guam and Saipan.
Nik Laming, Carlson Marketing Senior Vice
President and Managing Director – Singapore and Malaysia said,
“This win has both expanded our capability for operations delivery
at our low-cost centre in Malaysia and further cemented our
relationship with ExxonMobil in the region. It is testament to the
quality of delivery by our existing team providing Decision
Science, Loyalty Systems services and campaign management on the
Services provided by Carlson Marketing in Kuala
Lumpur includes a state of the art document imaging system, which
will automatically capture data from request forms submitted to
the “Smiles Driver Rewards” programme. This will streamline
operations and optimise operational cost in the processing tens of
thousands of data entries per month received by ExxonMobil.
Carlson Marketing provides the full range of CRM
services for its clients around the world, including data
analytics, creative, strategy, awards sourcing and fulfilment.
It has designed, reviewed and managed
major loyalty programmes around the world, clients including
ExxonMobil, Malaysia Airlines, VISA, Citibank, Oracle, Etihad
Airways, TopShop and TopMan.
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