Customer Relationship Management
Importance and Mission
Saksiam Leasing Public Company Limited places great importance on customer relationship management, recognizing it as a key mechanism for delivering products and services that align with customer needs and lifestyles, which in turn supports the company’s revenue growth. Building strong relationships with customers fosters loyalty and trust—critical factors for sustainable business growth.
The company is committed to providing a positive customer experience at every stage—from offering clear and transparent information about credit products, to conducting careful credit assessments based on the customer’s repayment ability, and delivering excellent after-sales service. Saksiam Leasing is dedicated to being a "social credit provider" that helps enhance the quality of life for people in society.
Supporting the SDGs Goals
Goal 17:
Goal and Performance
Goal
Performance
Goal
Performance
Management Approach
Customers are an important stakeholder in the company's business operations, as it aims to help people acquire working capital to start a career. To fulfill customer expectations, the company prioritizes the management of various operations.
Treating Customers Fairly (Market Conduct)
To comply with the SSO 2.4/2563 announcement on the management of fair customer service (Market Conduct), the company focuses on providing fair, sincere, and non-discriminatory services to ensure that customers receive advice that fulfills their needs, financial capabilities, and ability to understand loan products without disturbing them. Customers receive clear, complete, and sufficient information to make informed decisions before, during, and after the process, as well as the ability to simply compare product or service information with other companies. Moreover, customers receive fair products and services in terms of costs and conditions that fulfill their needs and capabilities, as well as information about their rights and responsibilities when using financial services from well-trained employees.
In 2024, the company received no complaints regarding inappropriate service or behavior.
Development of Customer Relationship Management Information System (SAK CRM)
The company is committed to develop a customer relationship management system (SAK CRM) to collect the needs of customers that looking for credit services, analyze the data, and plan to provide credit products that are appropriate and most relevant to their requirements.
Insurance Brokerage Services
The company operates a non-life insurance brokerage service and has been licensed as a non-life insurance broker under the Non-Life Insurance Act B.E. 2535 by the Office of Insurance Commission (OIC) since November 20, 2018, and starts providing services to customers in 2021. The goal is to facilitate insurance services for customers and assist with insurance claims in order to alleviate the burden of customers' expenses when an accident occurs, property lost, or injured, depending on the type of non-life insurance. The company provides the following products:
Compulsory Third Party Insurance : CTP
Burglary Insurance
Personal Accident : PA
Unnamed Driver : UD
Voluntary Motor Insurance
In 2024, the company provided brokerage services for 171,496 non-life insurance policies and assisted customers file 452 insurance claims totaling approximately 22,364,000 baht.
Customer Satisfaction Survey
In order to improve service levels based on feedback from consumers, which is the company's primary stakeholder group, the following survey was conducted on customer satisfaction with service selection as follows:
According to the 2024 customer satisfaction survey on loan service selection, 1,000 participants. The majority stated that the employees provided good service and had branches in the surrounding area, and the interest rates were compliance with law. The satisfaction assessment result was 89.66 percent, significantly higher than the target of 70 percent.
Fulfilling Customer Expectations and Launching New Credit Products
After investigating the loan demands of general public and agricultural occupation groups, the company has developed new loan products to deliver products that fulfill the purpose of borrowing the money, alongside with assisting to reduce the environmental impact, as follows:
Solar Pump Loan
Nano Finance
Enhancing Opportunities for General Public to Access Financial Services
In 2024, the company would operate 1,029 branches in 47 provinces across various districts and sub-districts, promoting people's access to funding sources. In accordance with the policy of enhancing opportunities for customers in all groups of society to access financial services, customers as well as the general public shall have more convenient access to the company's services. The overall capital conditions in the grassroots economy are more flexible, which contributes to the reduction of informal debt problems.
Stakeholders Directly Impacted
