PT Pegadaian Campaigns Commitment to Serving Wholeheartedly, Accelerating Service Transformation

Jakarta, VIVA — PT Pegadaian has officially cemented its commitment to transforming services comprehensively through the launch of the national campaign ‘Melayani Sepenuh Hati’ to MengEMASkan Indonesia, held at Ballroom The Gade Tower, Jakarta (03/03). The strategic step was taken as an acceleration of the Danantara Asset Management’s initiative to strengthen the role of BUMN in delivering maximum added value to the public. Attending were Dendi Tegar Danianto, Senior Director Chief Marketing Officer of Danantara Asset Management; Damar Latri Setiawan, President Director of PT Pegadaian, along with executives and Pegadaian Insan representatives. In this event, Pegadaian’s service transformation commitment was marked by the pinning of a ‘Melayani Sepenuh Hati’ pin to two Pegadaian Insan representatives, signifying Pegadaian’s readiness to be a faithful companion to the public with beneficial financial solutions. In his remarks, Pegadaian President Director Damar Latri Setiawan said that service is the top priority the company must provide to the public. Good service can contribute to the company’s performance. ‘Thanks to the loyalty of customers being extraordinary, Pegadaian has achieved positive performance and continues to grow. Customer Experience becomes the foundation for the company’s sustainability. However, we reflect again, do people really feel the impact of the financial performance Pegadaian achieves? Do these figures truly reflect the quality of Pegadaian’s services? Therefore, we are carrying out a service transformation to ensure customers are truly accommodated and benefit from Pegadaian, especially financially,’ Damar explained. The transformation is not only a slogan change, but a fundamental overhaul of the work culture, digitisation of processes, and standardisation of services across more than 4,000 Pegadaian outlets across Indonesia. There are three priorities to prioritise: Speed (speed of service), Care (building customer engagement), and Comfort (building a sense of comfort). ‘With the commitment to serve wholeheartedly, all Pegadaian Insan need to deliver three aspects of the best service for customers, starting from speed to provide convenience and show that we value customers’ time, providing comfort to give customers a sense of security, and care to build a sense of belonging with Pegadaian,’ said Damar.