Tan Chong Group selects Servion to transform its Contact Center
Servion Global Solutions, a specialist in Customer Experience Management, announced winning the Cisco Contact Center implementation contract from TC iTech Sdn Bhd, a subsidiary of Tan Chong Motor Holdings Berhad.
TC iTech focuses on providing ICT (Information and Communications Technology) services to its group of companies and subsidiaries throughout Malaysia and in the ASEAN countries where it is rapidly expanding its business footprints.
TC iTech’s core business is providing IT solution and support services mainly inbound sales, customer enquiries and after sales support. To provide best-in-class services, the client wanted to transform its existing reactive traditional contact center to a more proactive customer engagement model to enhance customer experience.
Its main objective was to:
• Enhance caller interaction experience and engagement through real-time voice channels • Cater multi-channel interaction capabilities with the existing platform for future add-ons
• Improve call success rates and contact center efficiency by deploying advanced contact handling and automation to reduce operational cost and improve efficiency of the contact center
• Simplify the process of accessing relevant information Servion suggested a Cisco collaboration solution that provides comprehensive customer care experience. It will replace the existing contact center infrastructure with Cisco Packaged Contact Center solution deployed on two virtualized servers at geographically split locations connected over WAN.
Besides voice, the solution includes Interactive Voice Response (IVR), outbound capability, and multi-channel services such as email and web chat.
“Changing consumer behavioral patterns continue to shape what our customers expect from us. As technology dependency increases, so do their expectations, and our need to provide a multi-channel and cohesive customer experience. With Servion’s proven capabilities in delivering optimized Customer Interaction solutions, we are looking to improve overall operational efficiency of our Contact Center, manage costs while transforming the way we meet our customer’s needs.” says Dato’ Rosie Tan, Executive Vice President, Tan Chong Motor Holdings Berhad.
“We are delighted to play an important role in supporting Tan Chong Group’s vision of providing world class customer experience in today’s dynamic and challenging business environment. Right from the outset of our engagement, we were clear that the solution for Tan Chong Group will have to be a holistic one, tailor made to help them in delivering their brand promise and supporting their requirements. The solution will put Tan Chong Group in a position to always deliver on their brand promise to their customers, no matter the time or place,” says Mr. Abhijit Banerjee, Vice-President and Business Head, APAC, Servion Global Solutions.
Servion specializes in Customer Experience Management (CEM) solutions that help organizations design and deliver superior experience for their customers.
With its expertise spread across consulting, implementing and managing CIM solutions and technologies, Servion enhances the effectiveness and efficiency of customer interactions for over 600 organizations across more than 60 countries.
On an average, Servion’s solutions handle over 7 billion interactions every year across multiple channels and industry verticals, positively impacting customer satisfaction and contact profitability.
For more information on Servion Global Solutions, please visit: http://www.servion.com.
About Tan Chong Group
Tan Chong Motor Holdings Berhad (TCMH) was incorporated in Malaysia on 14 October 1972. From its humble beginning as the distributor of Nissan small motor vehicles by its founders back in the 1950s, TCMH Group (the Group) has grown into one of the largest national conglomerates involved in a myriad of business activities; from the assembly and marketing of Nissan motor vehicles and auto parts manufacturing to property development as well as trading in various heavy machineries, industrial equipment and consumer products – both locally and abroad.
TC iTech Sdn Bhd, a MSC Status company, is a newly set up subsidiary of Tan Chong Motor Holdings Berhad, initially focusing on providing ICT services to its Group of companies and subsidiaries throughout Malaysia and ASEAN countries, namely, Tan Chong Motor Holdings Berhad, APM Automotive Holdings Berhad, Warisan TC Holdings Berhad.
For more information on Tan Chong Group, please visit: http://www.tanchonggroup.com