Page 72 - Thailand Post Annual Report 2024

Part 1
Overview of the Organization
Part 2
Business Trends
Customers
Part 3
Business Model
Part 4
Strategies and Resource Allocation
Part 5
Risk
Part 6
Corporate Governance
Part 7
Operating Results
Part 8
Other Information
Stakeholder Group (Major Group)
Stakeholder Group (Minor group)
- e-Commercecustomers
- General public customers - PostFamilymember
customers
- None-Commercecustomers - Affected customers
- Consolidators
Needs and Expectations of Stakeholders
Results of Implementation of the 2024 Stakeholder Engagement Building Plan
Engagement Model
Frequency
Responsible Line of Work
• Provisionofservices
in accordance with
the declared standards.
• Developmentof products and services that meet the needs and behaviors of customers.
• Servicequality improvement.
• Pre-salesand after-sales service/ coordination/ problem solving/ quick notification of results to customers.
• ITsystemdevelopment to enhance operational efficiency.
• Buildingagoodimage to earn customers’ trust.
• Provisionofservices beyond expectations.
• Qualityproducts and services with proper, flexible and competitive service fees.
• Convenientaccess to service points.
Organizational level plans, 3 plans
1. Plan to use information from THP’s Customer Relationship Management (CRM)
THP utilizes customer data from the CRM system to retain domestic EMS users to use THP service continuously
Participation
Quarterly
2. THPImageCommunicationPlan
THP disseminates information through various channels, such as, sending news/ photo news/ public relations articles to mass media, as well as conducts public relations activities via printed media, online media and televisions.
1. PlantoEnhanceStaffEfficiencyinCustomerServiceat the 1545 Postal Customer Service Center (Outsource : OS) THP enhances staff efficiency in customer service to raise user satisfaction through the Voice channel (Post Call Survey), the user satisfaction achieves a score of 4.85, equivalent to 97%.
Participation
Annually
3. THP’sMarketingCommunicationPlan
THP builds brand recognition as the Top of Mind logistics leader, linking with customers’ businesses through comprehensive services while positioning itself as a viable choice (Brand Relevance). Additionally, the company fosters relationships with customers through marketing communications to create Brand Engagement.
Participation
Monthly
Line of Work/ Office level plans, 6 plans
Consultation
Monthly
2. PlantoCreateCustomerSatisfactionwithTHP’sPoints Redemption System
THP creates awareness of its membership points redemption service to increase customer satisfaction and foster loyalty to the organization.
Consultation
Monthly
3. PlantoCreateAwarenessThroughInfluencers
THP disseminates information on products, services, and promotional activities through influencers.
Participation
Monthly
Corporate Strategy
Corporate Strategy
Corporate Strategy
Corporate Strategy
Corporate Strategy
Corporate Strategy
70 Thailand Post Company Limited