Crystal

Delivering loyalty-driving customer services with TrustSphere relationship analytics on IBM Domino

Published on 1 Jul 2016

The TrustSphere relationship analytics solution delivered by Prisma strengthens our ability to deliver high-quality services to our clients.

Sofjan Arsjad, Director, Crystal Anugerah Abadi

Customer
Crystal

Industry
Chemicals & Petroleum

Deployment country
Indonesia

Partner
TrustSphere
Prisma Global Solusi

Overview

Founded in 2002 and headquartered in Jakarta, Indonesia, Crystal Anugerah Abadi is a world-leading technical services company that provides value-added chemical products and services for water treatment, life sciences and papermaking. Employing a large number of people across business functions, Crystal serves an extensive client base across Indonesia.

Business need
To drive growth, Crystal wanted to boost client retention and loyalty. How could it identify the invisible business networks that enable its top talent to deliver outstanding services?

Solution
Crystal enhanced its IBM® Notes solution with TrustSphere relationship analytics—enabling it to uncover the social business connections that its top talent to use to deliver exceptional experiences.

Benefits
Today, Crystal can identify at-risk relationships, boosting retention by 30 percent. By acting on previously hidden up-sell opportunities, the company is driving revenues and nurturing client loyalty.

Components

IBM products and services that were used in this case study.

Software
IBM Connections, IBM Domino, IBM Notes

Solution
Social Business Framework, Social Business for Customer Engagement, Social Business for Customer Service, Social Business for Sales, IBM Analytics, Enabling Business Flexibility, Customer Relationship Management, Collaboration Solutions (ICS) - Social Collaboration & Digital Experience - Customer Digital Experience, Collaboration Solutions (ICS) - Social Collaboration & Digital Experience - Employee Digital Experience, Collaboration Solutions (ICS) - Social Collaboration & Digital Experience - Platform for Social Business, IBM Collaboration Solutions

Legal information

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