Carlson Marketing Expands Relationship with ExxonMobil

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 ExxonMobil business.”

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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