Needs
There was no centralised sharing of information from internal stakeholders to client’s external vendors and vice versa. This led to potential mis-information which made tracking and reporting challenging and time consuming.
Services Engaged
- Call Management
- Email Management – Chat Management
- Genix Physical Concierge
Solution
Tele-centre designed and developed a proprietary intranet-based case management system which allowed access to client’s front and back-end personnel and client’s external vendors. We also provided fulfillment services by sending out brochures and application forms on our client’s behalf. Our Genix Customer Service Hub was also activated where we assisted end-users with trouble-shooting and exchange services for our client’s products.
Outcome
A more streamlined system of information sharing was achieved, from front-end customer service like calls, emails to back-end trouble-shooting and liaising with external vendors. Overall productivity and efficiency were increased and resources are now better managed.
