Servion to build Tan Chong’s new contact centre capabilities

• Wanted to move from reactive to more proactive customer engagement
• Servion recommended holistic solution built on Cisco technology

CUSTOMER experience management specialist Servion Global Solutions said it has won a contract to “transform” Tan Chong Motor Holdings Bhd’s contact centre operations, using Cisco Systems Inc solutions.
 
The contract was awarded by Tan Chong subsidiary TC iTech Sdn Bhd, which provides ICT services to its group of companies and subsidiaries throughout Malaysia and in its Asean markets. Financial terms were not disclosed.
 
TC iTech’s core business is providing IT solution and support services mainly inbound sales, customer enquiries and aftersales support, Servion said in a statement.
 
To provide best-in-class services, the client wanted to transform its existing reactive traditional contact centre to a more proactive customer engagement model, it added.
 
“Changing consumer behavioural patterns continue to shape what our customers expect from us,” said Tan Chong Motor Holdings executive vice president Rosie Tan.
 
“As technology dependency increases, so do their expectations and our need to provide a multi-channel and cohesive customer experience,” she added.
 
Tan Chong Motor Holdings’ main objectives were to:
 

• Enhance caller interaction experience and engagement through real-time voice channels;

• Implement multi-channel interaction capabilities with the existing platform for future add-ons;

• Improve call success rates and contact centre efficiency by deploying advanced contact handling and automation to reduce operational cost and improve efficiency of the contact centre; and

• Simplify the process of accessing relevant information.

Servion said it suggested a Cisco collaboration solution that provides comprehensive customer care experience. It will replace the existing contact centre infrastructure with a Cisco Packaged Contact Centre solution deployed on two virtualised servers at geographically split locations connected over a WAN (wide area network).
 
Besides voice, the solution includes Interactive Voice Response (IVR), outbound capability, and multi-channel services such as email and web chat.
 
“Right from the outset of our engagement, we were clear that the solution for Tan Chong Group would have to be a holistic one, tailor-made to help it deliver its brand promise while supporting its requirements,” said Servion Global Solutions’s Asia Pacific vice president and business head Abhijit Banerjee.
 
Tan Chong Motor Holdings was incorporated in 1972. From its beginning as the distributor of Nissan small motor vehicles by its founders back in the 1950s, 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 heavy machinery, industrial equipment and consumer products.
 
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