Golden Screen Cinemas Has The Golden Touch utilizing Toll Free Malaysia

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Golden Screen Cinemas Has The Golden Touch

A night at the movies is no longer a luxury restricted to a select few, it’s an opportunity for young and old to be transported into another world, another life, another time. For 30 years, Golden Screen Cinemas (GSC) has been providing these opportunities through enriching cinematic experiences and today can proudly say that they’re Malaysia’s leading cinema chain. Their exponential growth across Malaysia, into Vietnam, and soon Cambodia has not only increased their brand presence, but also enabled them to offer the very latest in premium and technologically-advanced movie experiences across the region. Their competitive promotional deals, pricing and state-of-the-art features now make access to the cinema possible for all.

Always One Step Ahead

One only needs to take a quick look at their string of milestones and technical achievements to see that GSC is dedicated to continuously improving and innovating their customer journey. So it came as no surprise when GSC began the search for a Customer Relationship Management system earlier this year, seeking to replace their existing in-house, time-consuming, manual processes.

With the majority of customer interactions coming through telephone, email, and social media, GSC was determined to find a system that integrated and consolidated the three platforms, ensuring that all customer communications were attended to promptly and consistently. In partnership with Cyngus Technologies, GSC launched ViSight Solutions on June 22, 2017. Within the first few weeks of use, GSC had created a list of frequently asked questions providing contact centre staff access to quick and consistent answers to common questions, which helped to reduce average call times by half.

Additionally, understanding their customers is also key to the success of GSC, which is why they developed weekly and monthly customer reports. What was previously an onerous two-day task, compiling these reports is now just done within three-hours, saving valuable time and money.

With the majority of customer interactions coming through telephone, email, and social media, GSC was determined to find a system that integrated and consolidated the three platforms, ensuring that all customer communications were attended to promptly and consistently. In partnership with Cyngus Technologies, GSC launched ViSight Solutions on June 22, 2017. Within the first few weeks of use, GSC had created a list of frequently asked questions providing contact centre staff access to quick and consistent answers to common questions, which helped to reduce average call times by half. Additionally, understanding their customers is also key to the success of GSC, which is why they developed weekly and monthly customer reports. What was previously an onerous two-day task, compiling these reports is now just done within three-hours, saving valuable time and money.

An Eye On The Future

While they are still discovering and exploring all the benefits of this new technology, GSC is proud to say that they are answering more calls with virtually no complaints on call answer times. In the future, they’re looking forward to staff members taking a more active role so as to improve their performance and plans to add more communication channels to broaden their customer reach. GSC truly believes in providing total movie enjoyment and highly values the relationships they have with each and every customer.

When asked about their future with Cyngus Technologies, Puspanathan Kersinan Team Leader of Customer Relations didn’t hesitate to recommend ViSight Solutions, saying that as GSC continues to grow and expand across Asia, they are looking forward to a long and prosperous relationship with Cyngus as part of the efforts to continuously improve their customer user experience.


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