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Cebuana Lhuillier nabs 2021 International Service Excellence honors; technology-driven customer service innovations cited as industry game changers

Cebuana Lhuillier was named as one of the winners of the recently-concluded 2021 International Service Excellence Awards organized by the Customer Service Institute of America (CSIA). CSIA cited the company’s push in digitalizing its customer response, paving the way for faster communication between the three-decade-old company and its millions of loyal clients.

The company bagged the Customer-focused Innovations nod due to its development of creative and inventive means of engagement and product usage, with the following milestones considered as game changers in its industry: CEB, Cebuana Lhuillier’s very own Intelligent Virtual Assistant; Cebuana-from-Home, an online platform which provides clients with a 360-degree access to Cebuana Lhuillier’s suite of services, and the eCebuana App, among others. Cebuana Lhuillier’s commitment to further improving client experience and engagement through technological innovations also impressed the judges.

“This recognition is a huge honor for us here at Cebuana Lhuillier, especially for our Customer Service team. As we see a continuous push for more product and service innovations to answer our clients’ changing needs, we also remain committed to improving how serve them—with emphasis nowadays on faster, more efficient, and more convenient service delivery,” shared Jean Henri Lhuillier, President & CEO of Cebuana Lhuillier.

“Our step towards digitalization is our response to this. By coming up with innovative digital solutions and making them available to every Ka-Cebuana, we provide them with options to better enjoy and appreciate our services, whether online or offline. More than just solutions, these innovations highlight how for Cebuana Lhuillier, our clients remain the heart of our organization,” he adds.

Marissa Ancog, Cebuana Lhuillier First Vice President and Group Head for Planning and Quality Management, emphasized the importance of finding solutions that best serve the clients’ needs. “Making our clients happy has always been the core of what we do. As our clients’ needs evolve through time, the same goes with the level of service we provide—whether online, through our Customer Care hotline, or our branches. Aside from finding the best solutions through technology to help our Ka-Cebuanas, we also make sure that our frontliners are ready, well-trained, and well-informed at all times.”

Cebuana Lhuillier’s foray into digitalization of its products and services including client engagement started more than two years ago, in a move that signified the pivot of the thirty-year-old brand to a Fintech company. Ultimately, the innovations including the continued improvement of systems used in branches, access to services through mobile apps, easier communication to clients through the use of social media and bots, an upgraded and improved customer service hotline, have benefited customers who were able to experience a faster, more convenient level of service.

This also allowed the company to pivot and adjust faster to the needs of its clients with the implementation of a strict lockdown in the Philippines in 2020, following the spread of the COVID-19. Through the programs and applications put in place, clients were still able to have safe and efficient access to micro-financial solutions, especially during the most challenging period of last year when majority of banks and financial institutions were closed.

Cebuana Lhuillier president & CEO Jean Henri Lhuillier receives this year’s International Service Excellence trophy, in recognition of the company’s commitment to game-changing innovations in customer service.

The International Service Excellence Awards serve as the global benchmark for innovative and noteworthy customer service, recognizing brands and individuals worldwide for their exceptional work. This year, Cebuana Lhuillier had the distinction of being the only Philippine-based brand awarded this merit. The company is a consistent awardee from the award-giving body, notching the following wins under its belt in the last three years: 2020 International Service Excellence Award Customer-Focused Innovations Category, 2019 International Service Excellence Award – Large Business Category, and 2018 International Service Excellence Award – Best of the Best Category. The awards are managed by CSIA, as assigned by the International Council of Customer Service Organizations (ICCSO).

REFERENCE:

JEAN RICELLE A. AQUINO

Sr. Media Relations Officer

StratWorks, Inc.

0927 027 8975

July 22, 2021
5 million Filipinos now have Cebuana Lhuillier Micro Savings

There are now more than 5 million Filipinos who have a Cebuana Lhuillier Micro Savings account. This landmark achievement by Cebuana Lhuillier Rural Bank (CLRB), the banking arm of the leading micro-financial services company in the country, Cebuana Lhuillier, comes after the launch of the leveled up Cebuana Lhuillier Micro Savings product in December of last year.

“We are elated that there are more and more Filipinos every day who are realizing the importance of saving and are taking charge of their future. It is very exciting that these 5 million Micro Savings account holders are not only on the first step to financial wellness, but because of our amped up product, are also Financially Mobile individuals.” said Cebuana Lhuillier President and CEO, Jean Henri Lhuillier.

The Cebuana Lhuillier Micro Savings was launched in February 2019 as a basic deposit account that eliminated the need for numerous documentary requirements and maintaining balance or dormancy charges. The product was made available at Cebuana Lhuillier’s more than 2,500 branches as it acted as CLRB’s cash agent.

Recently, as an enhancement to the product, Cebuana Lhuillier Rural Bank mounted Discover Your Ipon Power: The Cebuana Lhuillier Micro Savings 2.0 Launch which unveiled new features for the Cebuana Lhuillier Micro Savings product. These features are: (1) Cashless Payment possible through UnionPay, (2) ATM access powered by BancNet, (3) Online Transactions made easier through the eCebuana app, and (4) QR Technology.

‘Iponaryos’ are now even more empowered to take command of their future because of the transformation of their Micro Savings account from just a basic cash deposit account to an even more powerful and reliable, full-service savings account.

Through their partnership with BancNet, they now have unrivalled access to their finances beyond CLRB’s cash agent, Cebuana Lhuillier’s more than 2,500 branches nationwide, this is possible through BancNet’s roster of 21,000 ATMs, and 114 member banks.

The bank’s tie-up with UnionPay further allows account holders to make debit payments through over 350,000 POS terminals, as well as partner merchants nationwide. ‘Iponaryos’ can now get the benefit of an enhanced payment security with UnionPay chip cards’ quick payment process with just a tap, using UnionPay Contactless technology.

KaCebuanas also have full online access with the use of the more efficient and more powerful eCebuana app which allows money transfers via Instapay, bills and utility payments, eLoad, and insurance purchase,the application will be even more powered thanks to new features such as the pawning ticket renewal and jewelry purchases. All these are made even more convenient since the adoption of online sign ups, which is now possible in the eCebuana app.

Cebuana Lhuillier Micro Savings further steps into the future by enabling QR Technology within the eCebuana app. This feature will also be able to make money transfers and retail payments seamless and secure.

“5 million Filipinos are taking a step further into a promising future with our powered up Cebuana Lhuillier Micro Savings, we are confident that even more Filipinos will soon take hold of their Ipon Power.” added Dennis Valdes, President of the Cebuana Lhuillier Rural Bank.

REFERENCE:

John Paulo Ondra Caparros

Public Relations Department

Strategic works, Inc.

+638937472 | +639173068591

john.caparros@stratworks.ph

2nd Floor Zaragoza Building, 102 Gamboa Street, Legaspi Village, Makati City PH

March 17, 2021
A Much More Financially Mobile ‘Iponaryo’

Cebuana Lhullier powers up their Micro Savings Account.

As a champion for financial inclusion, Cebuana Lhuillier recently launched additional features to their existing Micro Savings Account, a product of Cebuana Lhuillier Rural Bank, to help more Filipinos become financially mobile, especially during the onset of the new normal. When the Micro Savings was introduced last year, in 2019, to be exact, it provided unbanked and underbanked Filipinos with easy access to basic savings, regardless of who and where they are. It further empowered the vast majority to jumpstart their savings and directly steer their lives towards a better future. But when the pandemic hit, the progress of the program, along with everything else, was literally brought to a standstill.

Cebuana Lhuillier Rural Bank (CLRB) saw this as an opportunity to make sure that account holders or “Iponaryos” as they’re called, continue to still have full access to their hard-earned money, at their convenience. CLRB president Dennis Valdes said that, “The many challenges and limitations in access, presented by the pandemic to our clients and countless Filipinos, made us look even harder for more opportunities in bringing Cebuana Lhuillier Micro Savings to the next level; pushing our myriad of services farther ahead to immediately answer the needs of our clients.”

And the challenge has been met successfully. The Micro Savings Account now has four (4) new features: Partnerships with two giant financial institutions; BancNet and UnionPay, a link to the eCebuana App, as well as, the addition of QR Technology, for added security.

‘Iponaryos’ now have access to the latest functions transforming their Micro Savings account from just a basic cash deposit account to an even more powerful and reliable, full-service savings account. By partnering with BancNet, they now have unrivalled easy access to their finances beyond CLRB’s cash agent, Cebuana Lhuillier’s more than 2,500 branches nationwide, using BancNet’s roster of 21,000 ATMs, and 114 member banks.

A tie-up with UnionPay further allows account holders to make debit payments through over 350,000 POS terminals, as well as partner merchants nationwide. ‘Iponaryos’ can now get the benefit of an enhanced payment security with UnionPay chip cards’ quick payment process with just a tap, using UnionPay Contactless technology, plus the convenience of not having to carry cash and coins.

Full online access is likewise afforded to Ka-Cebuanas with the more efficient and more powerful eCebuana app allowing money transfers via Instapay, bills and utility payments, eLoad feature, insurance purchase, and coming soon are pawning ticket renewal and jewelry purchases. All these are made even more convenient since the adoption of online sign ups, now being allowed in the eCebuana app.

Lastly, Cebuana Lhuillier Micro Savings steps into the future by enabling QR Technology within the eCebuana app. This feature will be able to make money transfers and retail payments seamless and secure. Money transfers and retail payments via QR code will be available by March 2021.

Jean Henri Lhuillier, Cebuana Lhuillier president and CEO announced, “We are now shifting into a tech-brick company, where our network of branches will take advantage of our proprietary technology to step into new grounds by adapting to the new normal using our enhanced digital business transformation. This will provide unprecedented financial access to millions more of Filipinos wherever they may be, anytime.”

Lhuillier further talks about how they plan to take Filipinos to the next step of their ipon journeys. “Our dream is to digitally and financially include Filipinos by implementing world-class and innovative digital financial solutions for them. This, we believe, is what the future of financial inclusion should be – a future where there is financial mobility for every Filipino, a future where we provide them the capability to manage their finances whenever and wherever they may be, at any time.”

REFERENCE:

John Paulo Ondra Caparros

Public Relations Department

Strategic works, Inc.

+638937472 | +639173068591

john.caparros@stratworks.ph

2nd Floor Zaragoza Building, 102 Gamboa Street, Legaspi Village, Makati City PH

December 18, 2020