PrimeCredit Limited takes home win at HKB Technology Excellence Awards 2024

Its Omni-Channel Initiative has reshaped the customer experience landscape.

Financial services company PrimeCredit Limited (“PrimeCredit”) clinched the win in the AI - Financial Services category at the coveted HKB Technology Excellence Awards for its Omni-Channel Initiative (“Initiative”), which has been a groundbreaking strategy that revolutionises customer engagement across multiple channels.

At the core of the Initiative are cutting-edge technologies like artificial intelligence and machine learning, which empower tools such as chatbots, automated processes, and predictive analytics. These technologies, along with the tools, facilitate a seamless transition between channels—mobile apps, websites, social media, phone, email, and in-store interactions—allowing customers to engage with PrimeCredit without interruption.

The Initiative is meticulously crafted, beginning with an in-depth analysis of customer behaviours and preferences. This data-driven approach enables the crafting of individualised experiences, ensuring customers receive tailored interactions across all touchpoints.

Amongst the highlights of this Initiative is the creation of the Intelligent ChatBots, which has provided instant support, handled routine inquiries, and evolved through continuous learning from customer interactions. Currently, the Intelligent ChatBots is capable to automatically answer over 80% of customer enquiries 24/7.

The Initiative has significantly enhanced customer satisfaction, leading to increased engagement, reduced churn, and higher conversion rates. It has also driven revenue growth and operational efficiency, resulting in substantial cost savings through automation and process optimisation.

Its strategic execution, coupled with the innovative use of technology, has not only enhanced customer satisfaction but also propelled PrimeCredit to new heights of business success. 

“[The] Omni-Channel Initiative stands as a beacon of excellence, deserving accolades for its strategic foresight, innovative integration of technology, and outstanding business achievements. It has redefined customer engagement, setting new industry standards and delivering unparalleled business value,” PrimeCredit said.

Its first phase was successfully launched in November 2023, with the subsequent phases already underway, targeting completion by 2025.

The HKB Technology Excellence Awards celebrates innovation and excellence in Hong Kong's dynamic tech landscape, highlighting companies that lead the way in technological disruptions within their industries.

The Hong Kong Business Technology Excellence Awards is presented by Hong Kong Business Magazine. To view the full list of winners, click here. If you want to join the 2025 awards programme and be acclaimed for your company's outstanding contributions in pursuit of technological innovation, please contact Julie Anne Nuñez at [email protected]