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A trusted partner

Tao Ailei | June 29, 2015
The primary focus for SAS is to build strong and long-lasting relationships with its customers; and its key strategy is proactive and consistent engagement across all customer touch points.

This post is sponsored by SAS.

An unswerving emphasis on customer service has seen SAS win the Computerworld Customer Care Award 2015 in the Business Intelligence & Analytics Software category, reclaiming the award it won in 2010.

"We are heartened and very encouraged by the vote of confidence from the Computerworld Customer Care Awards panel," said Francis Fong, Managing Director, SAS Singapore. "We are a privately-held company, so while we do focus on quarterly results, we balance that by creating value for our customers through close engagement and helping them solve their business pain points through analytics."

The primary focus for SAS is to build strong and long-lasting relationships with its customers. The key strategy is proactive and consistent engagement across all customer touch points. Customer queries and requests are processed as soon as they are received.

This focus on customer service is built on advanced software that leads the market. IDC research shows that SAS has a 35.4 percent market share in advanced analytics globally — more than twice that of its nearest competitor.

"We dominate the market because our advanced analytics software is infused with cutting-edge, innovative algorithms that can help organisations solve their most intractable problems," said Fong.

These advanced analytics enable proactive thinking to help customers make the best decisions for their business. SAS embeds these analytics into solutions that address day-to-day business challenges, so that opportunities are revealed as a natural part of doing business.

"We think that by doing what we do best — enabling our customers to unlock opportunities and to proactively address their business challenges — SAS becomes a trusted long-term business partner to our customers," said Fong.

He explained how this was evident when they launched the SAS Circle of Excellence in 2012 that highlights stories of loyal SAS users and customers, some of whom have been customers for 30 or 40 years.

SAS customers cut across different industries, ranging from the financial industry to retail, and small and medium-sized enterprises (SMEs). Singapore bank DBS uses SAS solutions to better forecast withdrawals from 1,100 automated teller machines (ATMs) across the country, by analysing withdrawal data from each ATM to forecast upcoming activity. The forecasts allow the bank to make smarter decisions about reloading its network of machines.

An established local retailer uses SAS to gain critical customer insights to boost their loyalty marketing programs. With the increase in their customer database, they needed a platform with the tools essential for data-mining and customer segmentation, to build stronger customer loyalty. They also uses SAS to assist them in their statistical analysis for their loyalty marketing programs.

 

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