FE CREDIT scores double awards from APCSC

July 16, 2019 | 08:00
On June 21, 2019 in Hong Kong, at a grand event attended by representatives of leading global companies from different industries, FE CREDIT was honored to receive two awards – CEO of the Year and CRM Director of the Year from Asia Pacific Customer Service Consortium (APCSC).
fe credit scores double awards from apcsc
Khalidas Gose, vice chairman and CEO of FE CREDIT was named CEO of the Year by APCSC

APCSC is a leading body promoting service quality and customer relationship excellence across the Asia-Pacific region and offering recognition and rewarding teams, companies, individuals and business units that have contributed to the success of both their organisations and their customers.

Kalidas Ghose, vice chairman and CEO of FE CREDIT received the CEO of the Year award while Basker Rangachari, chief marketing officer of FE CREDIT, was recognised as CRM Director of the Year.

By APCSC’s criteria, nominees must have demonstrated vision and leadership in building their respective organisations with strong customer loyalty, brand image, and strong financial performance with a customer-centric culture. This includes ongoing strategies and continuous initiatives where the nominee's visions, business insights, as well as leadership to communicate and inspire have guided their organisation to a new level of growth, achievement, and public recognition.

Ghose said, “I am extremely honoured to receive the CEO of the Year Award from Asia Pacific Customer Service Consortium. It is also delightful to hear that one of our senior leaders from the Board of Management has also been recognised as CRM Director of the Year.”

Ghose, who has been CEO of the organisation since Day 1, has led the team that built the organisation from scratch, starting with just four persons in a small office. As of today, the organisation has grown to 17,000+ employees, 10 million+ happy customers, 13,500 points of service, and 9,000 partners in just a matter of eight years. FE CREDIT currently holds 53 per cent market share, by far the largest compared to any competitor.

Prior to FE CREDIT, Ghose gained extensive experience of more than 25 years working across retail banking and wealth management. He has worked for leading financial institutions like ANZ, Prudential, and CitiFinancial across multiple geographies like India, the Philippines, and Vietnam.

Placing a strong emphasis on technology and the digital way of doing business, Ghose had a clear vision that digital is the way to fast growth and sustainable business. He is personally involved in the entire digital transformation of the company, aimed at digitising every function starting from front-end for customer experience to back office processes and people management to enhance performance. FE CREDIT has been able to stay ahead of the competition by bringing in world-class technologies, be it contact centre digitisation for customer engagement or a full automated loan processing platform. FE CREDIT is among the first not only in Vietnam, but across the Asia-Pacific region to launch a fully automated loan processing platform where the entire loan application process has been cut down from 4-5 days to just 15 minutes.

FE CREDIT’s chief marketing officer Basker Rangachari, who received the CRM Director of the Year award from APCSC, was credited for driving the best customer experience, customer engagement, and onboarding.

Under the leadership of Rangachari, the company has seen a shift in its marketing strategy and focus to provide the best user experience, connect emotionally with customers, and create a long-lasting relationship.

Ghose proudly stated: “The credit for these awards goes to the entire FE CREDIT team who are extremely dedicated, committed, and more importantly, highly futuristic. Our digital roadmap for the further enhancement of customer experience is well laid out and we will continue to be the market leaders in innovation. We believe that with the help of our dedicated team and their skills, expertise, and output, we will continue to provide top quality customer service and continue to grow our business in the future.”

Despite the last eight years of extraordinary growth, FE CREDIT has never lost sight of its core philosophy of providing the best service to customers which is fast and easy.

What the stars mean:

★ Poor ★ ★ Promising ★★★ Good ★★★★ Very good ★★★★★ Exceptional