Hanwha Life Vietnam sets up 100 customer service centres ahead of schedule

Co-investment in customer service delivery seems to be the new direction of foreign investors in the Vietnamese information and communications technology (ICT) sector. RELATED CONTENTS: Hope for Vietnamese smartphones? B2X and Digiworld set up joint venture to offer care services to Samsung Vietnam Completing the Samsung ecosystem Last weekend in Ho Chi Minh City, B2X, a company specialisin in after-sales services for smart mobile and IoT devices, officially entered Vietnam by forming a joint venture with Digiworld Corporation and created B2X Care Solutions Vietnam. At the signing ceremony, Stefan Gyarfas, director of strategic projects at G2X, said that B2X Care Solutions Vietnam will be responsible for providing customer services for Samsung Electronics Vietnam. The total investment and contribution were not disclosed, but Doan Hong Viet, chairman and CEO of Digiworld, said B2X's “world-class customer service solutions” will surely help its expansion in the country. B2X and Digiworld joined forces to create B2X Care Solutions Vietnam B2X Vietnam planned to open eight centres, with 150 technicians providing world-class after-sales services for all Samsung products in Vietnam (including Samsung smartphones, electronic devices and appliances). Explaining why B2X chose this time to enter Vietnam, Andrew Humphries, head of global delivery management, said that the Vietnamese smartphone market is currently very active and has much growth potential. According to IDC…... [read more]

Vietnam Airlines has banned transporting Samsung Galaxy Note7 phones on its flights, including carry-on luggage and shipments, the airline announced on October 17. Samsung Galaxy Note7 is sold at a store in Seoul, the Republic of Korea On September 11, the national flag carrier banned the smartphone, whose faulty battery has caused overheating and can explode, from checked baggage. It also stopped providing charging services for the phones on flights in line with a directive of the Civil Aviation Authority of Vietnam. Aside from Vietnam Airlines, many airlines around the world have banned Galaxy Note7s on their flights, including Singapore Airlines, Air Berlin, Virgin Australia, EgyptAir, Qantas, and Jetstar. On October 11, Samsung decided to stop selling all Galaxy Note7s around the world and continued recalling the sold phones, including the revised model. Explosions caused by flawed battery have been reported since the Galaxy Note7 debuted several months ago. Similar battery fires have also been recorded on the replaced Note7 model. Meanwhile, Samsung Electro-Mechanics Vietnam Co Ltd (SEMV) started a recall, renew and exchange programme of all Galaxy Note 7 models from October 18 until November 18.For customers to benefit from the recall programme, their purchase must be an official and operational Samsung Galaxy Note 7 model, assembled and distributed in the Vietnamese market. Customers must bring their Samsung Galaxy Note 7 or a promissory note for those who are waiting for a renewed product, together with a national identity card or a valid passport to the nearest Samsung customer…... [read more]

HÀ NỘI - Việt Nam Competition Authority (VCA) is actively supervising the recall, renew and exchange programme of all Galaxy Note 7 models from Samsung Electro-Mechanics Việt Nam Co Ltd (SEMV). The move comes following the company's decision on October 12, 2016. For customers to benefit from the recall programme, their purchase must be an official and operational Samsung Galaxy Note 7 model, assembled and distributed in the Vietnamese market. Accordingly, customers must bring their Samsung Galaxy Note 7 or a promissory note for those who are already waiting for a renewed product, together with a national identity card or a valid passport to the nearest Samsung customer service centre at their earliest convenience. The programme is set to start on October 18 and end on November 18, 2016. The VCA, under the Ministry of Industry and Trade, advises customers to turn off their products and contact Samsung at the hotline 1800 58889 to return the products and participate in the programme. Out of the 12,633 Galaxy Note 7 models sold in the Vietnamese market, over 8,000 had been recalled up till October 17, as stated in VCA's official press release. According to the VCA, related products will be recalled and each customer will receive a refund of VNĐ18.9 million (US$846). Additionally, customers who bring their products to Samsung customer centres are entitled to receive a VNĐ1.5 million ($67) voucher and another Samsung smartphone to use while they wait for their refund. So far, the flaw in the product and…... [read more]

Samsung's mobile phone production line in Thai Nguyen Province. Samsung Electro-Mechanics Viet Nam Co Ltd will not lay off workers after the Galaxy Note 7 incident. — VNA/VNS Photo Hoang Hung HA NOI (Biz Hub) — The Viet Nam Competition Authority (VCA) is actively supervising the recall and exchange programme of all Galaxy Note 7 models from Samsung Electro-Mechanics Viet Nam Co Ltd (SEMV). The move comes following the company's decision on October 12, 2016. For customers to benefit from the recall programme, their purchase must be an official and operational Samsung Galaxy Note 7 model, assembled and distributed in the Vietnamese market. Accordingly, customers must bring their Samsung Galaxy Note 7 or a promissory note for those who are already waiting for a renewed product, together with a national identity card or a valid passport to the nearest Samsung customer service centre at their earliest convenience. The programme is set to start on October 18 and end on November 18, 2016. The VCA, under the Ministry of Industry and Trade, advises customers to turn off their products and contact Samsung at the hotline 1800 58889 to return the products and participate in the programme. Out of the 12,633 Galaxy Note 7 models sold in the Vietnamese market, over 8,000 had been recalled up till October 17, as stated in VCA's official press release. According to the VCA, related products will be recalled and each customer will receive a refund of VND18.9 million (US$846). Additionally, customers who bring their products…... [read more]

Generali Vietnam Life Assurance LLC has officially launched the first General Agency (GA) office called "GenCasa" at an opening ceremony in Tan Binh District, HCM City on July 22. — Photo generali-life.com.vn HCM CITY (Biz Hub) — Generali Vietnam Life Assurance LLC has officially launched the first General Agency (GA) office called "GenCasa" at an opening ceremony in Tan Binh District, HCM City on July 22. GenCasa is the perfect combination of Mediterranean architect, Italian elegance and modern technologies in a unique office design. "Casa" means "home" in Italian. Speaking at the ceremony, Tina Nguyen, CEO of Generali Vietnam remarked, "The opening of this GenCasa in Tan Binh District is part of our strategic plan to build a nationwide GenCasa network. With this model, Generali Vietnam looks forward to creating a breakthrough in customer service, providing a "one-of-a-kind" experience for our customers, delivering on Generali's promise of being "truly customer-centric". After completing five years of operations, Generali Vietnam now has transaction offices and customer service centres in most major cities and provinces across the country. — VNS... [read more]

Celebrating the 61st anniversary of the traditional day of Vietnam Electricity sector (December 21, 1954 – December 21, 2015), the Southern Power Corporation of the Electricity of Vietnam (EVN SPC) launched the Customer Service Centre. This move is part of a series of events launched to celebrate the "Customer Gratitude Month" of Vietnam Electricity (EVN). Boosting responsiveness Located at 12 Thi Sach Street, Ben Nghe Ward, District 1, HCMC, the Customer Service Centre of EVN SPC (trading name EVN SPC.CC) is equipped with modern technology, using the model of one Contact Centre containing database for 21 member companies in 21 southern provinces. Mr Nguyen Phu Hoai Nghia, Director of EVN SPC.CC, affirmed that all customers need to do is to dial 19001006 to have all inquiries about the use of electricity and electricity customer service answered quickly and promptly. With 73 operators working 24/7 and being able to simultaneously receive up to 120 calls, the Centre can serve 6.8 million customers in 211 districts of 21 southern provinces/cities. In addition to the telephone channel, the Centre also receives feedbacks and questions via SMS, email ([email protected]), chat and mobile apps, and gives answers on the customer service website www.cskh.evnspc.vn in a convenient and quick manner, allowing customers to communicate with EVN SPC, power companies and district power units anytime, anywhere. Openness and transparency ensured According to Mr Nguyen Phuoc Duc, Deputy General Director of EVN SPC, information sent by customers to the Centre would enable the corporation to supervise the running…... [read more]

Customers at a Viettel customer services centre. Viettel corporation’s charter capital will triple to VND300 trillion (US$13.3 billion) for the 2015-20 period. — Photo tin247.com HA NOI (Biz Hub) — The Prime Minister has approved a plan to raise military-run Telecommunications Group’s (Viettel’s) charter capital. Accordingly, the company’s charter capital will triple to VND300 trillion (US$13.3 billion) for the 2015-20 period. Viettel is the country’s leading telecommunications group with revenues of VND193.1 trillion ($8.6 billion) last year, a three-time increase compared to 2009. Last year, the company posted a pre-tax profit of VND42 trillion ($2 billion), a four-time increase compared to 2009. Viettel has 57.4 million subscribers, of which 55.5 million are mobile subscribers and 1.9 million are landline users. The figures for subscribers in the foreign market are 17.5 million for mobiles and 815,000 with landlines. With respect to its infrastructure, Viettel has more than 63,600 Base Transceiver Stations (BTSs) throughout the country, and 19,100 stations abroad. By 2020 the military-operated telecom group hopes to report a record revenue of VND500 trillion ($22.2 billion). Research and development, along with equipment manufacturing, are considered the three key pillars of Viettel’s development strategy, apart from domestic and overseas telecommunications. Notably, Viettel has mastered technology for its equipment and military weapon production, laying a solid foundation for the development of a defence industrial complex and firmly protecting the nation’s sovereignty in all fields. The coverage and quality of its 3G network meet all criteria set by the supervisory agencies, providing telecommunication, television…... [read more]

Italy-backed life insurer Generali Vietnam has just inaugurated its customer service centre and insurance consulting office in Thanh Hoa city’s Dien Bien ward. This is also the company’s first office in Vietnam’s north-central region. Thanh Hoa city is regarded as a political, economic, cultural, science-technology centre of Thanh Hoa province, helping to connect Vietnam’s northern and central region. It plays a crucial role in national defense and security and is expected to become one of major financial, tourism, education and training centres in the country’s southern north and north-central regions. The opening of Thanh Hoa office is in line with Generali Vietnam’s nationwide business expansion strategy with a view to providing Vietnamese customers with convenient and professional services and diverse products of the company. The latest move will also open up new growth opportunities for Generali in Vietnam’s north-central region, as well as contribute to pushing up economic, particularly financial services development, in the wide area. From 2014 up to now, Generali Vietnam has been developing rapidly in terms of insurance premiums with its office system spreading throughout the country. In the first 11 months this year, the company’s insurance premium amounted to VND635 billion ($29 million), more than triple year-on-year. So far, the company has located customer service centres and consulting offices in major locations across Vietnam, including Ho Chi Minh City, Hanoi, Dong Nai, Hai Duong, Ba Ria Vung Tau, Can Tho, Vinh Phuc, Quang Ninh, Haiphong, Danang, and most recently Phu Tho province. In June 2015, the…... [read more]

Recently, in Long Xuyen City, International Development & Investment Corporation (IDI), a member of Sao Mai Group, signed a strategic cooperation agreement with Vietnam Prosperity Bank (VPBank). Accordingly, VPBank will continue to fund VND670 billion to IDI in 12 months. Before offering the financial package of VND670 billion to IDI, VPBank funded VND330 billion to this company. The pledged credit of VND670 billion from VPBank will be used to supplement IDI’s working capital for seafood processing. In addition to credit financing, VPBank also carried out service fee preference programmes on domestic and international money transfer, letter of credit (L/C) for export and import, foreign exchange services and cash management for IDI. Speaking at the signing ceremony, Mr Fung Kai Jin, Deputy General Director and Head of Corporate Banking for Small and Medium Businesses at VPBank, said, "VPBank is one of a few lenders to have a professional division at the service of SMEs. With its profound profession, VPBank SME will look to provide perfect financial solutions to bring benefits for customers and support customers to achieve business goals. In addition, VPBank SME has boosted investment in personnel, products and systems to fulfil its commitment to long-term services the SME community." The cooperation agreement with IDI is one of key activities of VPBank in the last four months in the Mekong Delta where the bank looks to serve SMEs. For IDI, the strategic partnership with VPBank will enable IDI to have more abundant financial resources, enjoy high-quality services and rapidly meet…... [read more]

Life insurance giant Prudential Vietnam yesterday officially sealed a deal with the Ministry of Finance (MoF) for a VND3.2 trillion (GBP 100 million) long-term investment of 20-year government bonds (G-Bond) in the presence of the UK’s Prime Ministers Tony Blair and his Vietnamese college Nguyen Tan Dung. Under the State Treasury of Vietnam’s plan announced early this month, a total VND6 trillion ($279.7 milliion) – VND7 trillion ($325.58 million) in sovereign bonds would be available to insurers since July 29 until the end of 2015. For the third quarter only, the issued amount would be VND4 trillion ($186.05 million). This is the very first time a 20-year G-Bond has been issued in Vietnam and is a significant development for the country’s bond market. CEO at Prudential Vietnam Wilf Blackburn told VIR, "We are greatly interested in the offer and have meticulously prepared for the purchasing decision." Wilf stressed that the issuance of the longest-tenour bonds ever was a milestone of the Vietnam bond market development, adding that the investment demonstrated its sustainable commitment to economic development in the country. "We understand the importance of long-term investment to a developing economy like Vietnam," noted Wilf. Prudential entered Vietnam with a representative office in 1995 and began operations in 1999. As a leading life insurer in the country, the company operates the nationwide distribution network comprising seven bank partners, over 230 customer services centres and branch offices across 63 cities and provinces of Vietnam. By Thanh Xuan... [read more]




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