Case Study: Crystal achieves 30% higher client retention and 75% faster onboarding with IBM TrustSphere relationship analytics on IBM Domino

Delivering loyalty-driving customer services with TrustSphere relationship analytics on IBM Domino

Crystal Anugerah Abadi (Crystal), a Jakarta-based specialist in chemicals and technical services, faced rapid market growth and the need to win new clients while retaining existing ones. To surface the “invisible” business networks and institutional knowledge used by its top talent, Crystal augmented its IBM Notes and Domino environment with TrustSphere relationship analytics (TrustView), implemented in partnership with IBM and local integrator Prisma.

IBM’s solution analyzed Domino communications to reveal hidden internal and external relationships, enabling data-driven succession and account-management decisions. The deployment delivered measurable impact: 60% faster identification of at‑risk client relationships, a 30% increase in client retention and 75% faster onboarding of new client representatives, along with improved cross‑selling, risk control and consistent service delivery.

Crystal

Sofjan Arsjad

Director