Key Initiatives in 2022 As a leading property and township developer, we always strive to go beyond customer satisfaction by delivering quality services. We constantly engage with our homeowners via various engagement platforms to meet their needs and expectations. To uphold the customer satisfaction standard, we utilise several tools to obtain feedback which include the annual CSS, and individual engagements among others. In FY2022, Tropicana indicated that 90% of the queries and complaints received were effectively resolved within the Service Level Agreement (“SLA”) timeline of 14 days. The remaining 10% of cases involved defect rectification works, deposit refunds and common area matters which require additional time to address and mitigate. Additionally, in FY2022, several improvement initiatives in the customer satisfaction scope were driven by the Customer Care Unit (“CCU”) which aims to drive higher satisfaction levels. A series of seminars were held in Q3 and Q4 2022 which focuses on improving the general knowledge and skills of the Tropicana team. Topics for the seminar include the Law Acts and Quality of Service hosted by external legal counsel and experienced internal personnel. BUSINESS INNOVATION As we continue to reap the benefits of emerging technologies that promote rapid digital transformation, Tropicana considers business innovation as one of the key contributors to our long-term business growth. While the pandemic certainly helped fuel the adoption of digitalised operations within the industry, as a market leader, this accelerated Tropicana’s efforts to digitalise our internal and external processes further. Tropicana 360 App To elevate the user experience for our customers, Tropicana embarked on a journey to develop a digital platform that provided value-added solutions and access to a wide variety of our developments and clubhouses. The Tropicana 360 (“T360”) application is a lifestyle platform that delivers innovative solutions through an automated channel of engagement for greater efficiency. The all-encompassing app is tailored to integrate customer service avenues with our VP and CCU team while providing timely updates on the progress of our projects. We strive to redefine the homeownership experience by converging informative property news about our developments, property management and facilities booking into one seamless platform. Since the official launch of the T360 app, we received positive responses in terms of the number of app downloads and usage by purchasers across seven different projects developed by Tropicana. We eagerly encourage new customers to download the app and channel their communication with the Group’s internal teams via T360 to ensure efficient record-keeping and assurance on addressing any queries. In FY2021, five new project phases were made available on T360 with most downloads coming from the central region compared to our southern counterpart. In FY2022, 1 new project phase was made available on T360 with most downloads coming from the central region compared to our southern counterpart. FY2021 T360 App Update FY2022 T360 App Update 1. Loyalty Programme Module (T Privilege) • Access to member profile • Reward catalogue • Highlights • Reward redemptions 2. Clubhouse module (Tropicana Aman Recreational Hub) • Booking for public and sports facilities • Membership information • Contact us section 3. Clubhouse module (TGCR) • New VIP Suite Booking System for Royal Suite, Perdana Suite, Presidential Suite and Premier Suite 1. Loyalty Programme Module (T Privilege) • Process on account activation • Process on-point rewarding and redemption • E-Voucher module • List of merchants • Highlights 2. Clubhouse module • Enhanced Facilities Booking Module 3. Property module • Enhanced Account module • Enhanced Visitor Management module 85 TROPICANA SUSTAINABILITY STATEMENT
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