CMS Profile 2011

8/2/2019 CMS Profile 2011

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By

CIPTAMAYA

Company Profile2011


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Introducing CMS Outsource

2000

1996

Our clients include: ExcelcomindoPratama, Wyeth, NR, Toshiba, Anmum,

Anlene & Boneeto (New Zealand Milk),Modern Photo, Indocognito, Datascrip andothers.Established in

1996 withComputer

ApplicationDevelopment

Year 2000 now focusingon CustomerManagement

Technology,Strategies &

ImplementationPractices andOutsourcing

Service

Now CMS Outsource has extensiveexperience in the field of Content

Design & Development ServiceCustomer Relationship Management(CRM) Service and Outsourcing Service


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CMS Scope of Services

Content Design & Development Service

Customer Relationship Management (CRM) Service

Outsourcing Service

Set-up Call Center (Consulting, Implementing, Full outsource)Loyalty Program Management (Set-up concept & Implementation)

Database Cleansing and Validating

Website Design & DevelopmentMultimedia Interactive Design & Development

Printed Marketing Collaterals

Recruitment and Selection ServiceOutsourcing Service


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Content Design & DevelopmentService

In supporting ourpartners / clientsthrough creating

corporate images andproviding effectivemarketing tools for

customers, Ciptamayaoffers several servicealternatives that canprovide solutions forsolving problems inaccordance with theclients requirements

through:

Making Company Profile via Web, Video,Interactive Multimedia, e-newsletters, printedprofiles, in-house magazine, and so on.

Our clients include: PT Roche Indonesia, PT Enchantment Education, Crystal Jade Group, MarthaTilaar Group, Bella Donna Group, PT Indofood Sukses Makmur Tbk, SMU Sancta Ursula BSD, RSMitra International, PT Dexa Medica, PT Jamu Puspo Indonesia, Embassy Brazil, Jakarta InternationalTrade Fair, the Office Dikdas DKI Jakarta, and so forth.

BENEFITS: Improve your company image and become an effective

marketing tool for your company to serve your customers Convey your products and services in various formats Provide information to the customers and transact throughdifferent channels

RESULT: Corporate company profiles through website, videos,

multimedia E-Commerce Websites E-Newsletters & Smart Autoresponder Emails Printed profiles and inhouse magazines


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Customer RelationshipManagement (CRM) Service

To achieve total customersatisfaction, improve the

quality of service, resolvethe complaints quicklyand accurately, increasesales, etc., Ciptamayaprovide tailored solutionsthrough: Database Cleansing and Validating

Set-up Loyalty Program

Set-up call centers - tailored to theneeds of each companies, starting fromconsulting, implementation, and fullyoutsourced call center

Our clients include : PT Fonterra Brands Indonesia (milk Anmum, Anlene, Boneeto), PT ToshibaVisual Media Indonesia, PT Ikapharmindo Putramas (NR healthy hear product), PT Jamu PuspoIndonesia, Dinas DIKDAS Propinsi DKI Jakarta, PT Schering Indonesia, PT Dosniroha (Wyeth GoldClub), PT Wyeth Indonesia, and so forth.


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Ciptamaya provides flexible, scalable contact center solutions. Our experts can assistyour company setting-up contact center from consulting, implementing or totallyoutsourcing.

20% of your customers contribute to 80%of your revenue

BENEFITS:

Increase customer satisfaction Ensure quality services Up-sell and cross-sell with a high return Resolve complains quickly and accurately Obtain actionable data and reports

Contact Center Implementation

RESULT:

Tele-Sales/Telemarketing Product Support/Help Desk Customer Service
http://www.ciptamaya.com/retaindev2.html


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Reward your long term and most valuable customers with better terms, exclusivepreviews of new products, special discounts or point rewards. Ciptamaya can help youdevelop a host of loyalty programs for you.

Loyalty Program

BENEFITS: Increase loyalty of your top customers

Provide a platform for your company to interact with customers

RESULT: Loyalty Club Point rewards or Discount programs VIP service programs

Entertainment programs (Events, exhibitions, seminar, etc)
http://www.ciptamaya.com/retaindev4.html


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Outsourcing ServiceIn the era of globalization and intense competitions

businessesrequire :

Recruitment & Selection Service

Outsourcing Service

1.

2.

Our partners are : PT Excelcomindo Pratama Tbk, PT. Modern Photo Tbk.

Therefore Ciptamaya offers alternatives of quality services to providesolutions in solving the clients problems, through :

strong human resources

high quality

professional

specialized skills

and broad knowledge capability


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Recruitment & Selection Service

We assist in providing the 'right' employees fulfilling the qualifications ofClients/Partners

Our Facilities: ad placement, psychology test, HR evaluation report

Method :

identifying theneeds of clients

candidatesearching process

selection process(performancetests, psychologytest, interview)

making evaluationreports

search selection evaluationidentification


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Outsourcing Service

Benefits to Clients /Partners :

Facilities :

Method :

1.Partners to focus more on core business2. Maximizing the HR function more strategic tasks3. Efficiency in the over head cost4. Work effectively in supporting the core function

1.Recruitment / HR search process (advertising, database)2. Intensive supervision by Relation Officer (PIC)3. Comprehensive assistance about the regulation / labor law

User needs identification Recruitment process Selection process (performance tests, interviews) Psychology test, - Optional Evaluation summary Interview by User Contract signing


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OUR Case Studies


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CUSTOMER SERVICE RELATION for XL Contact Center(PT Vads Indonesia)

Description:

PT Vads Indonesia is a business partner of PT XL Axiata, Tbk which providesolution for contact center management, customer service learning center and

human resource management

Objectives:

To assist Vads Indonesia to improve service quality between XL andtheir customer to enhance relationship with customers and createloyalty and satisfaction.

Activities:

Providing Customer Service Relation (CSR) agents to be placed at XLCall Center in Jakarta and Yogyakarta

Total CSR agents placed in both country now around 300 agents

Human Resource Outsourcing Service


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Activities :

Provide Call Centerinfrastructure in Jakartaincluding software system for 50Telemarketing Agents, Data

Entries and Delivery agents Provide system for input data

SPG from outside Jakarta

Telemarketing agents areresponsible to Call & talk to 60

prospects every day per agent,explaining about the benefit ofAnlene Total

Send brochures, gift pack, to thecustomer who already buy ormigrate to Anlene Total

TELEMARKETING for Anlene Total Call Center


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Activities :

Provide Home Deliveryinfrastructure in Jakarta,Tangerang, Bekasi, Yogyakarta,Surabaya, Bandung

Including 30 couriers, 10management teams, 7 branches

Provide system for sales &

delivery

KPI : 15-20 deliveries per courier

per day - COD

HOME DELIVERY for Anlene Total Call Center


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Our Clients

Indomobil Group

Martha Tilaar Group

Indofood

Indosat Group

Plaza Indonesia

Unilever

Jamu Puspo Group

Porsche & SAAB

APL

Lintas Arta

Manulife Financial

Loreal Shell

Arta Jasa

Sancta Ursula BSD

Brazillian Embassy

GMF Aero Asia

Patra Jasa Group

Province of NorthMaluku

Dikdas DKI Brataco Group

Sariayu Martha Tilaar

Biokos Martha Tilaar

Belia Martha Tilaar

Martha Tilaar Spa

Sarindo (Samsung) Pesona Edu

RS Mitra International

Roche Indonesia

Ika Undip DKI Jakarta

PT. XL Axiata, Tbk.

PT. Fonterra BrandsIndonesia

PT. Wyeth Nutritionals

PT. Schering Indonesia

IKA UNDIP

PT. TOSHIBA VisualMedia Indonesia

PT. ModernInternational, Tbk

PT. Indo Cognito

PT. Datascrip


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OBROLAN CANTIK(PT. Schering Indonesia)

Product:Diane 35 - Oral Contraceptive (OC) that haveadditional effect to beautify skinChallenge:It is an ethical product. Therefore cannot be

promoted in a traditional way.Propose:Create an umbrella campaign with name isObrolan Cantik(Type of campaign: High-tea, Workshop, Print Ad, Radio Talk Show, etc.)

Stages: Gather prospects from campaign, Filter & validate prospects,Telemarketing to solicit prospects to become customers

Results: (Quantitative)

Generated approx. 50,000 prospects from campaign

Obtained 14,000 interested prospects

Confirmed 3,000 buyers approx. 15% from revenue

Improved awareness & Create a more-direct link to product

Database Targeted Marketing & Loyalty Program


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Continued WGC

Activities :

Acquisition: Call & talk to 50 prospects every day (per-agent, a total of 6 agents)

explaining about WGC and its programs.

Send invitation brochures via letters, faxes, or emails. Retention:

Hold events & activities throughout the year:Workshops (for parents)Parents & Me (for mothers & kids)Games & Competition

OutboundSmart holidayGrand events (shows, competitions, games, etc.)

Bi-monthly newsletter Cumulative Point Rewards

Result :

Acquire 500 members within 8 months period


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ANMUM CLUB

(PT. New Zealand Milk Indonesia)Description:

Anmum is a milk powder especially formulated for pregnant women which ishigh in calcium, folate and iron to meet the extra requirements for thesenutrients during pregnancy.

Objectives: (Qualitative) :

Retain & Develop existing customer;

Create a stronger bond to the brand by building relationships withcustomers;

Extend marketing arms by turning customers into user of Anmum

Provide convenience to disperse information;

Provide a system to measure customers behavior & profiles

Invite the customer who are using Anmum to join the Anmum Club

Loyalty Program & Contact Center Outsourcing


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Continued Anmum

Activities :

Acquisition: Call & talk to 50 prospects every day (per-agent, a total of 3 agents)

explaining about Anmum and Anmum Club

Send invitation, brochures, newsletter, gift pack, redemption to theAnmum Clubs members

Retention: Provide nutrition information centre (1 agent) 4-monthly newsletter Cumulative Point Rewards

Result :

Acquire 400 members in 1 month period


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CRM VisionMission - Implementation

TOSHIBA REGZA PREMIUM CARE

(PT Toshiba Visual Mandiri Indonesia)Description:

TOSHIBA REGZA wants to increase the customer satisfaction and creates acompelling customer experience with its brand. They want to do CustomerService Automation complemented with Telemarketing capability andService Excellence

Activities :

CRM Workshop to integrate the perception regarding CRM for all members ofManagement

CRM Vision & Mission Building

CRM System & Procedures Building

CRM Application Implementation based on Microsoft CRM

Call Center Outsourcing

Management of CRM capabilities and expansion in the future


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On-Demand e-Commerce Application

Indofood Pinnacle System

(PT Indofood Sukses Makmur, Tbk)Description:

Indofood Pinnacle System is an on-demand e-Commerce applicationtailored with Indofood business processthat covers from stock inventory,data warehousing, up to the process of e-commerce for its members and agents(from registration to workflow approval)

Features :

Member and Agent registration online and offline

Checking stock up to order processing

Serve ordering online through website or offline through call center services

Facilitate call center agents with an application to handle and record customer

complains Record point rewards for each members or agents up to redeeming their point

rewards.


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Application Development Outsourcing

PT ROCHE INDONESIA

Description:

PT. Roche Indonesiais an affiliate of Roche Group,the world leading healthcare company based in Basel,Switzerland, which has been active in the discovery,development, manufacture and marketing of novel

healthcare solutions .

Objectives: (Qualitative) :

Develop Rochecorporate website

Develop Indonesian cancer registry on-line Develop Indonesian Internist association

website with accreditation on-line modules Develop lung cancer website and registry on-

line


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IKATAN ALUMNI UNDIP DKI Jakarta

Description:IKA Undip is an alumni association for the

graduated members of University Diponegoro,

Semarang, which is centred in Jakarta.

Objectives: (Qualitative) : Cleansing & ValidatingIKA Undip existing database members

Provide new database

Activities : Cleansing & Validating :

* Call & talk to 60 members every day (per-agent, a total of 2 agents),validate their personal data and explaining about IKA Undip and itsprograms.

* Get the new database from the validated members

Result :Validate 1200 data members within 4 months period

Contact Center Outsourcing


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Website Portfolios Indofood

Featured in PC Mag


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Website Portfolios Sariayu

Masterweb award


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Website Portfolios Biokos


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Website Portfolios RocheIndonesia


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Our Clients

Indomobil Group

Martha TilaarGroup

Indofood

Indosat Group

Plaza Indonesia

Unilever Jamu Puspo Group

Porsche & SAAB

APL

Lintas Arta

Manulife Financial

Loreal

Shell

Arta Jasa

Sancta Ursula BSD

Brazillian Embassy

GMF Aero Asia

Patra Jasa Group

Province of NorthMaluku

Dikdas DKI Brataco Group

Sariayu Martha Tilaar

Biokos Martha Tilaar

Belia Martha Tilaar

Martha Tilaar Spa

Sarindo (Samsung)

Pesona Edu

RS Mitra International

Roche Indonesia

Ika Undip DKI Jakarta

PT. ExcelcomindoPratama Tbk

PT. Fonterra BrandsIndonesia

PT. Wyeth Nutritionals

PT. Schering Indonesia

IKA UNDIP PT. TOSHIBA Visual

Media Indonesia

PT. ModernInternational, Tbk

PT. Indo Cognito

PT. Datascrip


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COMPANY LEGALITIES

Article of Pernyataan Keputusan RUPSLB : Notary

Zacharias Omawele, SH No. 07.- dated 18 November 2008

TDP : 090415116850 until 21 January 2007 by Kepala SukuDinas Perindustrian dan Perdagangan Kota Jakarta Timur

SIUP : 730/13-1.824.51 dated 29 MARCH 2006 by KepalaSuku Dinas Perindustrian dan Perdagangan Jakarta Timur

NPWP : 01.952.158.2-004.000

SPKP : PEM-022/WPJ.20/KP.0403/2007 by Kepala KantorPelayanan Pajak Pratama Jakarta Cakung Satu


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THANK YOU

Contact us :

PT. Ciptamaya Mitra SolusiJl. Tebet Barat XA / No. 8

Jakarta Selatan 12810

CEO : Chandra Sugiono ([email protected])

Phone : +6221-831-7358 / 7359

Fax : +6221-831-7382Website : http://www.ciptamaya.com

CMS Profile 2011

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