Recently, I found myself traveling for three weeks out of the month around South Asia for work.
With this increase in travel, I thought it would be a great idea to apply for an airline credit card since it would accelerate my frequent flyer points and eventually avail me to a variety of privileges in my daily life.
However, it turned out not to be as simple as it sounded. It took almost an entire month to actually receive the card. Isn’t this shocking in the age of instant issuance? In the end, I didn’t even activate the card, which ultimately equates to wasted money for the card issuer who manufactured the card and mailed it to me. Eventually I cut the card into pieces and threw it away. I am sure I am not the only one who had done this. Think of the opportunity cost to card issuers if there are hundreds are thousands of customers like me out there.
Since I work for HID Global’s secure issuance business, I know this problem could easily be solved with instant issuance using a desktop printer.
Recently I had a chance to share my experience with some card issuers at a payment event in Kuala Lumpur. It was no surprise that most of the payment card issuers that I spoke with had no clue about desktop financial card printers. They also were not aware that the payment associations, such as VISA® and MasterCard® have approved the use of such printers for instant issuance of on demand payment cards! One card issuer who stopped by HID’s booth exclaimed that this is exactly what they need.
Many card issuers see a path to increase their card profit by reducing operational cost and increasing usage through faster card activation or enticing rewards programs. I learned in Indonesia that some Shariyah banks take two months to deliver ATM cards to their customers in the Aceh province. Instant issuance is definitely the answer for them.
In summary, why should card issuers consider instant issuance solutions?
- Lift activation rate
- Faster 1st transaction
- No worries about extra costs, theft and losses in the process of card delivery
- Cost reduction in inventory control and logistics
- Provides better customer experience
- Effective marketing tool
- Increases customers’ loyalty/affinity
Obviously cardholders and card issuers both could both benefit from instant issuance solutions, and in near future, we can expect this to be a growing trend in the payment and loyalty card space.
This is our motto in the HID customer service group.
Facilitated by feedback from the recent HID Global Voice of the Customer study, we recently augmented our customer service team so the group is better enabled to anticipate and address the global support needs of HID customers. The refinements to the team included extensive Genuine HID training and I am excited to report that the training initiative has brought to light new customer insights that will help us continue to deliver value and world-class support as our customers’ needs evolve.
There are lots of resources that suggest how to achieve customer satisfaction, but for the HID customer service group, the following are some of the key principles I embrace and instill in the team when working with our customers.
1) Passion!: We can never meet customers’ expectations without enthusiasm. As first point of contact, I make sure everyone in our team understands that customers are our number one concern.
2) Uncover the customers’ “needs behind the inquiries”: It is imperative to figure out exactly what customers are looking for. Our job in customer service is to understand the entire picture in order to formulate the most effective response to the customer inquiry.
3) Accountability: Nothing is perfect in the world. No matter how best we prepare, unexpected situations and issues may still occur. Our main goal in customer service is to efficiently identify a corrective action plan in these situations, take full accountability, and assume the responsibility of working with the relevant teams to get issues resolved immediately.
4) Awareness: Whenever issues arise, HID makes a point to gather as much information as swiftly as possible to thoroughly understand and suggest possible solutions to address the issue.
As part of our Genuine HID commitment to deliver superior support, the HID customer service team always strives to provide the “STAR” quality of service -“Seamless, Trustworthy, Attentive, Resourceful” and the recent training workshop definitely bolstered the customer services team’s skills to help us serve our customers better.
Over the past few months I’ve lost a bicycle helmet, a multi-tool, a set of car/house keys, a pair of sunglasses, two iPhones® and my debit card. I’m definitely on a losing streak.
The absence of most of these items had little or no impact on my daily life, but the loss of my phones and debit card proved to be quite an interruption. While the phones were expensive to replace, the replacement process was unbelievably easy - a phone call, a trip to the mall, and within one day - voilà! New phone.
With the loss of my debit card on the other hand, I had to wait a little over one week to receive a replacement. Given the fact that for me and millions of other people, the debit card has become the de facto monetary vehicle, being without it for an entire week was a huge hassle. Routine purchases of my morning coffee, online bike parts, groceries and gas, etc., suddenly took more time out of my day or simply had to be postponed.
I’m all for avoiding hassle, so I’m excited about a project I’ve been involved in for a long while: A financial card-issuing solution called Instant Issuance that allows banks to print, activate and deliver new or replacement debit cards inside their branch within a matter of minutes, rather than at a remote production facility. Basically, with instant issuance, it would have been just as simple for my bank to hand me a shiny new debit card as it was for my mobile provider to hand me my shiny new phone.
Instant Issuance has already been adopted by a number of banks who “get” the high value their customers place on their debit cards. Those same banks also “get” how instantly issuing, activating and delivering cards translates into more revenue for their institutions, fast.
If you would like to learn more about Instant Issuance, check out these links:
By the way, you haven’t seen a coffee mug lying around have you? I can’t seem to find mine.
Not long ago, we hosted a Genuine HID Solutions Seminar in Hong Kong, and it was truly an impressive experience.
It provided an excellent occasion to directly interact with our partners, consultants, integrators, and end users as well as hear their feedback on-the-spot. Not surprisingly, there was quite a bit of dialogue around IP-based access control solutions, and having this level of conversation was one of the major reasons for hosting the seminar.
We have witnessed a growth trend of customers to IP based access solutions in APAC. Enterprises have recognized the importance of security, and this is resulting in increased investment and development of security solutions. This trend is also reflected in some of our recent deployments such as China Pacific Insurance’s data center in Shanghai, Jinwan People’s Procuratorate in Zhuhai City of China and Melbourne Cricket Ground in Australia. Leveraging the advantages of VertX® networked access solutions, these organizations have migrated to IP environments to deliver multiple layers of protection, guarding against any potential physical and network risks away from their premises.
HID addressed this demand for IP-enabled access control solutions during the seminar, where we illustrated the power of VertX with live a demonstration and that showed how VertX, coupled with our partner’s software, enables a wide variety of deployments, including car park access management, elevator control, and CCTV and alarm systems monitoring. We were very impressed by the fruitful discussions during the roundtable Q&A session, which was definitely a great opportunity for exchanging thoughts and better understanding our customers’ needs.
I would like to thank all the customers who have attended this seminar as we greatly appreciated all of the valuable opinions and ideas shared during the session. I encourage all HID customers to attend Genuine HID solutions seminars in your regions and let your local HID team know the types of solutions you would like to us provide for your current and future security identity needs. We hope to see you at a future Genuine HID seminar soon.