Customer Relationship Management
Customer relationship management is one of the company's key strategies for building sustainable satisfaction and trust in the long term. The company aims to develop close relationships with customers through various communication channels, emphasizing timely, efficient, and transparent responses to customer needs, suggestions, and complaints. Customer care is not limited to problem-solving but also focuses on creating positive experiences through open communication and continuous engagement.
The company regularly holds meetings with customers to directly gather feedback and suggestions, which helps in clearly understanding customer needs, issues, and expectations. This platform is also utilized as an opportunity to develop and improve services, by collecting information from all relevant parties and systematically monitoring the implementation of suggestions, to ensure practical application and alignment with customer requirements.
Regarding the protection of personal data and customer information confidentiality, the company prioritizes the safeguarding of personal data and cybersecurity. It strictly adheres to the company's Information Technology Security Policy and Personal Data Protection Policy (PDPA) to prevent risks such as unauthorized access, leakage, hacking, alteration, or loss of data. Disclosure of information will only occur when required by law.
Performance Results for 2025
The company has not found any confirmed complaints regarding the violation of customer privacy or cases of personal data loss and leakage. Furthermore, there have been no complaints from service users concerning non-compliance with relevant regulations or laws.
The company conducted its annual customer satisfaction survey in 2025 to utilize the evaluation results for continuous development and improvement of service quality. The average customer satisfaction score was 4.09 out of a maximum of 5.00, an increase from 4.05 in 2024, reflecting a continuous trend of improving service quality and customer experience.
Additionally, customers can contact, complain, report issues, or provide service suggestions through the channels designated by the company. All suggestions and complaints will be reviewed, recorded, and reported to management to facilitate continuous and systematic improvement and development of services.
Details of setting customer management goals
| Target(s) | Indicator(s) | Base year(s) | Target year(s) |
|---|---|---|---|
| Development of customer satisfaction and customer relationship | Renewal Rate | 2024: Client contract renewal rate of at least 95% | 2025: Client contract renewal rate of at least 95% |
Performance and outcomes of customer management
The Company aims to be a leader in providing comprehensive human resources services (Total HR Solutions). Therefore, it prioritizes developing comprehensive and standardized services, as well as integrating technology to enhance operational efficiency, in order to deliver superior services to customers.
- Comprehensive Service Development
The Company has expanded its service offerings to provide more comprehensive, end-to-end human resource solutions. These include integrated learning services (both online and offline), a job platform, and a human capital management program. In 2024, the Company also launched PRTR Global, offering overseas recruitment services to meet market demand and broaden its service scope. In addition, in 2025, the Company acquired Biz Resource Co., Ltd., a provider of corporate drivers and cleaning staff, and commenced full operations to enhance its outsourcing capabilities with more specialized and comprehensive services. This strengthens the Company’s competitiveness and creates long-term business opportunities.
- Integration of Technology to Support Operations
The Company is committed to leveraging technology to enhance operational efficiency, such as the PRTR Connect Application, which facilitates employees and supervisors in managing clock-in/out times, work schedules, and various leave requests. This enables quick processing and approval of items through the system, ensuring greater accuracy and precision of data for use.
Furthermore, the Company has adopted Artificial Intelligence (AI) technology to enhance data analysis capabilities, support decision-making, reduce operational time, and minimize process redundancies. The application of technology and AI also helps modernize human resource management, aligning with the Digital Transformation approach and serving as a crucial foundation for increasing the organization's long-term competitiveness.
- Develop services to international standards.
The Company also emphasizes developing services to international standards, such as implementing information technology system security control processes in accordance with ISO/IEC 27001, the international standard for Information Security Management Systems (ISMS). Awareness of computer and information technology system security is promoted, and employees are trained on personal data protection in accordance with the Personal Data Protection Act, to build confidence among the Company's customers.
Furthermore, PINNO Company has achieved ISO 29110 certification, an international standard that defines guidelines for software development for Very Small Entities (VSEs). This certification emphasizes improving software development processes for efficiency, enhancing product quality, and ensuring operations comply with international standards, reflecting the company's commitment to developing technology systems with the highest quality and reliability.
