TAN CHONG GROUP SELECTS SERVION TO LEAD DIGITAL TRANSFORMATION OF MALAYSIA CONTACT CENTRE
(From left): Dennis Looi, Chief Executive Officer, TC iTech Sdn. Bhd, Dato’ Rosie Tan, Executive Vice President, Tan Chong Motor Holdings Bhd, Abhijit Banerjee, Vice President & Business Head of APAC – Servion Global Solutions, Albert Chai, Country Manager, Cisco, Malaysia.
Malaysia-based Tan Chong Group has announced that its contact centre will undergo a digital transformation, which will be driven by a Cisco Contact Center contract implemented by customer experience management (CEM) solutions specialist Servion Global Solutions (Servion).
The contract from TC iTech, a subsidiary of Tan Chong Motor Holdings Berhad, is part of an initiative to enhance customer experience and drive business expansion to Tan Chong’s group of companies and subsidiaries throughout Malaysia and in the ASEAN region, said Dato’ Rosie Tan, executive vice president of Tan Chong Motor Holdings.
“Changing consumer behavioural patterns continue to shape what our customers expect from us,” she said. ‘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 optimised Customer Interaction solutions, we are looking to improve overall operational efficiency of our Contact Centre, manage costs while transforming the way we meet our customer’s needs.”
Abhijit Banerjee, vice-president and business head, APAC, Servion Global Solutions, said: “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.”
He said Servion suggested a Cisco collaboration solution that will provide comprehensive customer care experience. It will replace the existing contact centre infrastructure with Cisco Packaged Contact Center solution deployed on two virtualised servers at geographically split locations connected over WAN (wide area network). In addition to voice, the solution has Interactive Voice Response (IVR), outbound capability, and multi-channel services such as email and web chat.
Other benefits include: – 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 centre efficiency by deploying advanced contact handling and automation to reduce operational cost and improve efficiency of the contact centre – Simplify the process of accessing relevant information
Tan Chong Motor Holdings Berhad (TCMH) was incorporated in Malaysia on 14 October 1972. TC iTech, 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, and Warisan TC Holdings Berhad.
TAN CHONG GROUP SELECTS SERVION TO LEAD DIGITAL TRANSFORMATION OF MALAYSIA CONTACT CENTRE
