Prudential is expanding its new customer service center model at Lotte Mall Tay Ho.

ANTD.VN - On January 16, 2025, in Hanoi, Prudential Vietnam Life Insurance Company Limited (“Prudential”) officially opened its new Customer Care Center at Lotte Mall Tay Ho, Hanoi. With its convenient location, modern design, and numerous amenities, this center will be a new “touchpoint” to help Prudential’s customer care specialists and consultants connect with customers more effectively. The new Customer Care Center at Lotte Tay Ho is a strong step, affirming its commitment to customers through continued investment and focus on enhancing the customer experience when purchasing insurance with Prudential.

The new Customer Care Center at Lotte Mall Tay Ho, a landmark in the heart of Hanoi, demonstrates Prudential's commitment to its customers.

Speaking at the opening event, Mr. Conor M O'Neill, Deputy General Director of Finance at Prudential Vietnam, said : “In recent years, Prudential has continuously opened new Customer Care Centers in key urban areas, including Da Nang and Ho Chi Minh City, strengthening its presence with customers. These centers are not only places to welcome customers for transactions but also modern, dynamic workspaces that help increase engagement and work efficiency for the company's full-time consultants. With a modern and friendly design, these centers reflect our commitment to creating seamless and personalized experiences for customers, while empowering our consultants with a dynamic workspace to build teams and develop their careers.”

Mr. Conor M O'Neill affirmed that the expansion of this Customer Care Center model is one of the clearest proofs of Prudential's commitment to being "customer-centric."

“Along with the opening of our new center in Hanoi, I am also proud to share that in 2024, Prudential Vietnam was among the leading insurance companies in terms of rNPS (Relationship Net Promoter Score), a key indicator used to measure customer satisfaction and willingness to recommend a brand. This result is a source of pride for our continuous efforts and investments towards providing superior customer experiences. This also motivates Prudential Vietnam to do even better in the future ,” Mr. Conor M O’Neill further shared at the opening ceremony.

Being among the top performers in terms of rNPS is a huge motivation for Prudential Vietnam after its continuous efforts to improve customer experience.

Located on the 1st and 11th floors of Lotte Mall Tay Ho (272 Vo Chi Cong Street, Phu Thuong Ward, Tay Ho District, Hanoi), the new center is a landmark for Prudential in the heart of Hanoi, serving not only a functional purpose but also symbolizing its commitment to accompanying customers and making it easier to access Prudential's financial protection solutions. With a total area of ^{​​1,500m²} , the first floor of the building houses a customer service area equipped with modern facilities and designed with a warm atmosphere for customers to exchange information and address their insurance needs. To create a more private and intimate experience, the customer service area is divided into several different sections to serve diverse needs, such as: a counter transaction area, a digital service experience area, a private consultation area, and a VIP customer service room.

The customer service counter on the first floor features a modern and luxurious design, yet still maintains a warm and inviting atmosphere.

In addition to customer service areas, Prudential also has offices on the 11th floor for its full-time PRUVenture channel consultants and financial planners. The modern design, dynamic colors, and especially the open space are distinctive features of the office, allowing staff to flexibly collaborate, as well as facilitate training, event organization, and team activities. At the Lotte Mall Tay Ho Customer Care Center, customers can meet with PRUVenture channel financial planners to find suitable financial solutions and participate in workshops to help them develop themselves and achieve work-life balance.

Prudential first launched its Customer Experience Centre model in Da Nang in 2023 and has since expanded to Ho Chi Minh City and now Hanoi. Aimed at providing a single point of contact to meet all customer insurance needs, this model enhances not only convenience but also a seamless customer experience. Furthermore, the continuous launch of these Customer Experience Centres reinforces Prudential's sustainable development strategy in Vietnam.

Source: https://www.anninhthudo.vn/prudential-nhan-rong-mo-hinh-trung-tam-cham-soc-khach-hang-moi-tai-lotte-mall-tay-ho-post601389.antd