Business Agility for growing Digital Banking and FSI organizations
Digital banking represents the transformation of traditional banking services through the integration of advanced digital technologies, offering customers a seamless, secure, and convenient way to manage their finances. It eliminates the need for physical bank visits by enabling online and mobile access to accounts, transactions, and financial tools anytime, anywhere.
A new breed of a total digital banks are growing in number and strength of services they offer. Electronic or e-Wallet or digital wallets established themselves during the pandemic and now, digital banks are poised to offer a wide range of “traditional” banking services digitally such as savings, credit cards and loans.
Brandt is no stranger to supporting and providing end-to-end customer lifecycle support to this growing segment of the Financial Services. We’ve supported AirAsia Tune Money which became BigPay long before eWallets existed. Our stringent ISO 27001 certification and strict process and policies allow us to both pass Bank Negara Malaysia (BNM) and Monetary Authority of Singapore (MAS) audits and approvals for outsourced customer service.
We’re all about making sure the Customer Experience is great. We think if we get the experience right, revenue and profits will follow. We’re very much focused on the experience right now.
Tim Cook
Supporting Key Digital Financial Services
Brandt has successfully passed all policy, security, governance and process audits by leading digital bank services in Malaysia and Singapore.
Complete Inbound Support
Brandt supports the full inbound customer lifecycle from inquiry to support. Our focus on Customer Experience Excellence is validated by clients who have continually put their trust in us and expanding services as well as our ability to scale up and down.
eKYC
Brandt is providing eKYC services to ride-hailing, telecommunications and digital financial services clients
Outbound Support
Brandt provides targete outbound sales activities such as appointment setting, lead generation, lead acquisition, retention and upsell, cross-sell. One of our longest and largest client is a leading Malaysian mobile providers.
Brandt Business Service ISO 27001 and Governance
Privacy and Customer Data
Contact centers handle sensitive customer data, making information security paramount. ISO 27001, an internationally recognized standard for Information Security Management Systems, provides a framework for protecting this data, managing risks, and maintaining customer trust. Compliance with ISO 27001 ensures robust data protection, systematic risk management, and adherence to data protection regulations, and enhances customer confidence. We apply ISO 27001 through strict access controls, comprehensive information security policies, regular employee training, incident management processes, and continuous monitoring and improvement, benefiting customers with enhanced data security, operational efficiency, and legal compliance.
Trusted Business Partner
In the dynamic business outsourcing sector, maintaining client trust and retention hinges on consistency and continuous improvement. Brandt Business Services exemplifies this by delivering reliable services and fostering long-term client relationships, with some partnerships exceeding 15 years. Their approach includes transparent operations, direct access to senior leadership, and a commitment to ongoing enhancements through process innovation, employee development, and responsive feedback mechanisms. This dedication to excellence has resulted in significant client retention and trust, enabling clients to scale their operations confidently.
Client Testimonials
Brandt takes notes of every feedback given, achieving their deliverables. The team is open for constructive feedback for improvement. Good communications among the team as everyone is aligned on the level of expectation.
Performance / Quality of services / KPIs and SLAs Meeting the requirements, achieving the KPI week-in week-out. Brandt shares their performance and achievement, and always looks to improve. Management involvement and the teamwork along with constant communication ensures total alignment. Brandt practices continuous improvements internally and externally. Clear communication with all levels of people, a very flat hierarchy that is comfortable to all with an open door policy allowing the team to perform its best.
When Brandt took over our operations, we saw a minimum of 50% improvements in our case resolutions, agents’ performance and quality of our calls and emails. The team in Brandt has vast experience in various fields that allows us to work very closely with great flexibility that caters to our needs and our expectations.
As a Job portal launching a new business segment and growing it can be a challenge.
Brandt supported this client by first trialing a Proof-of-concept operational model, refining the processes during the trial stage.
The result is that the team continue to meet targets, achieve success and resulted in the client growing the team and now looking to further expand for the long-term.
This success also has embolden our client to begin to look at additional regional markets to target.
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