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Deloitte Client Spotlight
Celebrating client successes
Client Spotlight features Deloitte clients’ successes in an impactful and engaging storytelling format. The program allows clients to tell the story they want to tell—in their own words—and focus on how they’ve been able to improve the service they provide to their clients.
Prudential Thailand has embarked on a digital transformation journey with Deloitte and Salesforce to develop PRUAwesomeHUB, an omni-channel customer experience platform that offers consistent and seamless service interactions at every stage of the customer service journey. In 2022, Prudential Thailand faced challenges with limited functionalities, integration with traditional platforms, and disparate systems. They recognised that they needed a single view of their customers to provide superior customer service excellence. Since the implementation of PRUAwesome Hub, Prudential has seen a 20% increase in productivity, a 4-point increase in Net Promoter Score (NPS), and is anticipating a 94% improvement in first call resolution rates by 2024. In addition, Prudential has also been recognised by The Digital Banker in April 2023 for their PRUAwesome Hub initiative and was awarded two Customer Experience awards: Winner of Excellence in Omni-Channel Customer Experience and Highly Acclaimed for Outstanding Digital CX Transformation in Insurance.
Watch the video as Prudential Thailand’s Chief Executive Officer, Bundit Jimanukoonkit, Chief Corporate Development Officer, Itt Apiraktivong, and Director of Customer Operations, Chalermpol Chaiprasert, shares their customer service transformation journey with Deloitte.
Click here to learn more about how Deloitte has supported Prudential Thailand, in their vision towards achieving excellence in omni-channel customer experience.
UnionBank’s agile ways of working have opened the doors for new developments around People, Process and Technology. This foundation has been amplified with the adoption of DevSecOps so that the Bank can shorten product release cycles at scale and in a secure manner, while producing product offerings that are personalized to create the best customer experiences.
Deloitte was chosen to support UnionBank in their journey towards humanising their DevSecOps technology transformation. Together, we were able successfully introduce key mindset shifts in our people towards technology and processes which achieved the top priority of providing end-to-end value for customers.
Watch the video to see how Deloitte has supported UnionBank in their transformation towards DevSecOps.
Al Rajhi Bank embarked on finance transformation journey to standardise their procurement & finance functions along with the upgrade of their current on-premise system to SaaS based, Oracle Fusion Cloud. Al Rajhi Bank selected Deloitte to guide them on the business process advisory, cloud security assessment and system implementation to ensure smooth transition. In the process, Deloitte Consulting also helped them smoothen out the integrations with their upcoming Digital Bank system leveraging Oracle Accounting Hub Cloud.
Watch the video as Al Rajhi Bank’s Chief Financial Officer, Shamsul Anuar Abdul Rashid, shares their journey with Deloitte while they transitioned to a next-generation digital technology automating their daily business activities.
Sunway Group materialises its vision of a smart and sustainable township
Established in 1974, Sunway Group is one of Malaysia’s largest conglomerates with 13 business divisions, including core interests in real estate, construction, retail, hospitality, education, and healthcare, with 50 locations worldwide, and 16,000 employees. The Group continues to lead innovation and sustainability leveraging its flagship Sunway City Kuala Lumpur as Malaysia’s model smart sustainable city and a “living lab” that brings together researchers, experts, and academia to generate real-world solutions for the betterment of the environment and humankind.
Sunway Group worked with Deloitte and Google to materialise its vision of a smart, sustainable township, starting with the consolidation of data across all the Group’s seven consumer-facing business units and enhancing its team's skills on using predictive analytics to better understand its customers’ needs. Deloitte also helped deploy Google Cloud technologies to drive sustainability and improve revenue and efficiency at Sunway City Kuala Lumpur.
Click here and learn how Sunway built its sustainable ecosystem with Deloitte and Google Cloud.
Modernising the financial management platform for Siam Commercial Bank
Siam Commercial Bank was established by royal charter on January 30, 1907, as the first bank in Thailand. With over 110 years in business, the Bank has played a leading role in providing the financial services needed in Thailand, developing deep expertise. Today, Siam Commercial Bank is a leading universal bank, offering deposits and lending and a wide range of other products and services, to meet the needs of all customers.
To future-proof its business, Siam Commercial Bank appointed Deloitte to reassess its digital transformation strategy and modernise its financial management platform for its accounting, performance, risk, procurement and budget planning functions. As part of the execution strategy, Deloitte implemented a single platform using Oracle Fusion Cloud to reconcile the bank’s legacy data systems with a modern financial management system, and provide the flexibility to add other workloads in response to future needs.
With the successful implementation of the Oracle Fusion Cloud platform, Siam Commercial Bank was able to cement its innovative leadership position among banks in Thailand and across Southeast Asia.
Click here and learn how Deloitte and Oracle helped modernise Siam Commercial Bank’s financial management platform.
Top Glove Corporation, one of the world’s leading manufacturers of gloves, partnered with Deloitte to implement SAP SuccessFactors to transform its Human Capital Management (HCM) platform. As the company moves towards its goal to become a Fortune global 500 company by 2035, the partnership helped transition their people processes with a strong focus on employee engagement.
Our teams focused on creating a solution that simplifies and standardises Top Glove’s Human Resources technology platform, which can provide Top Glove's leadership team with the visibility and insights to effectively manage their talent and workforce and improve work performance across the organisation.
Telkomsel says hello to happier employees with intelligent automation
Intelligent Automation (IA) has the potential to help businesses transcend conventional performance tradeoffs to achieve unprecedented levels of efficiency and quality. With a view of the future in mind, Telkomsel, Indonesia’s largest telecommunication and network provider, embarked on a digital transformation journey and adopted robotics to automate repetitive rules-based processes in their day-to-day operations.
As part of their journey, Telkomsel engaged Deloitte to design and implement an IA platform to eliminate repetitive back-office processes using Robotic Process Automation (RPA), and achieved:
- Faster invoicing: 3000 invoices per month now processed by robots
- Improved employees’ satisfaction and performance: 90% time-saving
- 90% reduction in overtime to complete repetitive tasks
“The IA implementation brought good experiences through new ways of working, where employees work together with robots to deliver better and more efficient results.” Muhammad Dodi Dawmawan, General Manager A/P and A/R Management, Telkomsel.
Click here and learn how Deloitte helped Telkomsel boost its workflow efficiency and forging higher employees’ satisfaction.
UEM Edgenta’s vision is to optimise assets to improve lives, in line with its commitment to smarter thinking and improved solutions at the forefront of the industry and creating opportunities for clients and assets that positively influence society. Due to decentralised processes, the company was experiencing operational inconsistencies across its various operating companies. The immediate priority was to streamline their business processes across UEM Edgenta’s four human resource applications, six finance applications and six supply chain applications.
Deloitte was engaged to lead UEM Edgenta’s digital transformation journey. We designed a customised solution for UEM Edgenta and spearheaded the implementation strategy by modernising their operations; creating a single source and view of data, and streamlining their business process across their human resources, finance and procurement functions.
Sunway Group harnesses the power of intelligent automation for AI-enabled transformation
Sunway’s vision is to be Asia’s model corporation in sustainable development and innovating to enrich lives for a better tomorrow. One of the immediate challenge was how to optimise their business operations across Sunway's 13 independent business divisions that relied on different Enterprise Resource Planning platforms and multiple business applications. Intelligent Automation (IA) was identified as a key enabler.
Deloitte was engaged to design and lead Sunway's IA transformation. We adopted a holistic three-phase approach: Opportunity Assessment; Capability Development, and Delivery of Automation ‘Sprints’ and transformed how Sunway's Shared Service Center operates and supports its company-wide business operations.
Deloitte has helped Sunway:
- identify and automate 35 processes
- streamlined and simplified processes across 13 business divisions
- reduce processing time by 30%
- 18 'super jobs' creations (internal IA experts)
Click here to read the case study
San Beda University collaborated with Deloitte to chart a five year roadmap to be a top digital university in the Philippines, where students learn about emerging technologies, innovations in the industry, and experience new modes of teaching. The new college for Information Communication and Technology envisions to shape its graduates to become the leaders of a better tomorrow, through a world-class curriculum, faculty, and research, supported by an application of technology that furthers the social good.
New digital technologies, changing customer expectations and increasing competition from new market entrants are changing the landscape for the banking industry. In order to thrive in this changing landscape, it is crucial that banks continue to provide customers with a unique value proposition, apply new digital tools to create the best customer experience, and security in their services.
PT Bank Danamon Indonesia Tbk., one of Indonesia’s largest financial institutions, engaged Deloitte Southeast Asia to build a digital transformation roadmap, and worked together to modernised their legacy processes and systems.
Watch the video to learn more about Deloitte Southeast Asia and PT Bank Danamon Indonesia Tbk’s collaboration in this transformation journey.
The Monetary Authority of Singapore (MAS) and Singapore Exchange (SGX) appointed Deloitte, Nasdaq and Anquan to develop Delivery versus Payment (DvP) capabilities for settlement of tokenised assets across different blockchain platforms. This will allow financial institutions and corporate investors to carry out simultaneous exchange and final settlement of tokenised digital currencies and securities assets, improving operational efficiency and reducing settlement risks.
Banks today are embarking on transformative digitisation projects in order to modernise their legacy systems and enhance their customer experience. Yet, to be truly successful in this endeavour, the adoption of new technology and the development of digital talent need to be incorporated simultaneously in order to build a holistic digital transformation strategy.
Union Bank appointed Deloitte Digital to develop a framework to train its 4,000 employees in digital banking and the use of new technologies.
Watch the video and learn how Deloitte helped Union Bank accelerate employees’ adaptability in this change process.