equipment and facilities, standardizing services, and digitizing processes. To maintain good customers relationships, as well as the customer gatherings, the Company also redesigned customer voice management to integrate it through an online system. This will make it easier for customers to voice their complaints or criticisms and suggestions that can be used as a reference for the Company to make further improvements.
Regional 3 marketing strategy during 2021 focused on market penetration and development of existing products/services with the aim of meeting expectations and increasing customer satisfaction. The strategies carried out covered several aspects, including:
In addition to investing in port equipment and facilities to improve the customer products/services quality, Regional 3 also developed its products/services by collaborating with Terminals for Own Interest (TUKS), cooperating in shorebase development, and cooperating in operating Bonded Logistics Centers (PLB), and port to door or door to door service packages;
The channels/media used to promote customer products/ services included:
The strategy used is to build HC that supports marketing activities for the 2 (two) following functions:
This role is carried out by the Marketing Sales Officer (MSO), an expert in marketing and understanding of the Company's business processes. This function focuses on building the business and sales of products/services as well as market share; and
This role is carried out by customer service executives who focus on supporting the sales function to ensure customers receive services in accordance with applicable procedures, to ensure customer satisfaction, and to handle or resolve customer complaints or criticisms and suggestions.
The strategy involves using a tariff or price approach when promoting products/services, including:
