Situation


Client needed a dedicated and experienced contact centre partner who could not only service inbound pre-sales calls but also cross-sell/up-sell additional value added services in its online store.

The partner would be required to handle the end-to-end customer transactions including payment processing and to coordinate the system integration between the different computer systems in the distribution network.

Approach


Strategy

A team was set up to handle all online store enquiries from Hong Kong, Taiwan and Singapore.

Technology

SUPERCEED designed a new Customer Relationship Management (CRM) tool that allowed each Customer Service Representative (CSR) to record the particulars of each caller.

Synchronization

All captured caller information was immediately transferred to the client’s web-based online store. Upon checking out from the store, an order acknowledgement receipt was immediately generated and sent back to SUPERCEED’s Telesmart CRM tool for history tracking.

Web-based System

The CSR performed credit card processing using an online merchant account and recorded the authorisation code into the online store admin tool.

Automated Order

Upon entering the authorisation code, the distributor would receive an automated order form and arrange for delivery of the products.

Results


Sales Revenue

Client increased its online store sales by 30% in the first month of operations.

ROI

The client enjoyed a return on investment of over 20 times.

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