Case Studies

To cope with the increase in business and to meet customer demands in quality services, a leading jewellery retailer decided to implement a cost-effective and well-proven IVRS solution to handle customer enquiries. After a thorough and stringent evaluation process of contact centre solutions in the market, the client acquired the IVRS system offered by EPRO based on our product’s ease of use, good price-performance value and our track record in the industry.

Our client is able to provide a round-the-clock channel for its customers to access information and log enquiries after IVR implementation. The system is a perfect fit for our client’s customer-oriented marketing strategy and will further enhance its membership programme promotion in the market.

One of the most well-known telecom service providers in Shenzhen deploys EPRO’s Contact Centre System as its key CRM call centre solution. After upgrading, the client achieves an immediate 10% increase in inbound call throughput rate.

Besides boosting the throughput rate for inbound calls, EPRO’s solution also helps the client raise agent productivity and call centre service quality by adding real-time call monitoring and interactive voice response (IVR) functions.

A leading distilled water supplier decided to implement EPRO’s IVRS solution to handle 40 lines of inbound calls and support interactive marketing campaigns, as EPRO’s IVRS system provides the highest quality in cost-effectiveness, high-value performance, robust capabilities and reliability.

After implementation, the client is able to support around 60 dedicated customer service officers, provide ordering services in 3 languages, and operate a round-the-clock customer hotline.

A well-known, leading financial services organisation has selected EPRO’s Contact Centre System as its key customer relationship management (CRM) initiative. EPRO will deploy the Contact Centre System, which initially comprises agent seats, an IVRS server, an outbound dialer, multimedia modules and tailored campaign applications.

The system provides outbound marketing functions such as lead generation and campaign monitoring. EPRO also provides an inbound help desk allowing representatives to give prompt, around-the-clock, personal care. Financial consultants and service representatives can access the contact centre for real-time information and support by phone or Internet anytime, anywhere.

A leading insurance company awarded EPRO a comprehensive EPICOR Business Intelligence (BI) and data warehousing project to streamline procedures for operational efficiency, improve data access and accuracy, and analyse data strategically for decision-making from top executives to line managers.

To manage a huge amount of existing data, enable data mining, share across departments and the Group’s companies, and report and analyse in cost- and time-effective ways, the company needed an automated and integrated reporting system. EPICOR BI is a perfect match, helping them strategically analyse data from a data warehouse that produces automated operational and management reports.

EPRO was appointed to deploy CRM and BI solutions for a leading catering group in Hong Kong. The solution manages membership information, tracks the whole customer lifecycle and allows strategic analysis of customer information to be gathered and shared across the company.

EPRO worked with the company to design and customise the CRM solution to meet their business needs and growth requirements, covering membership profile, member card management, marketing campaign handling and bonus enquiry.

By using CRM, customer purchase behaviour and dining preference can be gathered so the client can provide comprehensive support. Integrated with BI, it helps convert data into usable information for integrated analysis and customised management reports. The company has noted improved customer communications, better-targeted marketing and higher customer loyalty.

A leading, fast-growing business & technology consultancy firm with 5 regional offices and a base in China sought a track-record solution to solve emerging problems and sustain new business growth.

The client has various lines of business related to payment services platforms, internet consumption, customer services call centres and telemarketing, with a large database of over a hundred thousand registered members. Constrained by limited staff to handle large daily incoming customer data, they needed a solution to automate applicable data with ease of use and short implementation time.

They selected EPRO to deploy BI & CRM including SQL SSIS (Automatic Data Processing System) and a B.I Web Part interface. The robust capabilities of BI provide automated analyses to streamline operations and improve performance, freeing the client’s development team to focus on design rather than technicalities.

A leading insurance company in PRC appointed EPRO to speed up the transformation of its centre from a “cost centre” to a “profit centre”. EPRO professionals explained customer service skills, telemarketing skills, systematic telesales workflow and call centre concerns, and designed effective selling scripts to achieve a higher sales success rate.

Interactive practices such as games, situational role-play, comparison of telesales voice performance and case studies enriched the course. Participants effectively absorbed telemarketing and customer service skills, reinforcing the strategic transformation of the call centre.

EPRO was invited by a leading telecom service provider in Hangzhou to conduct a three-day Effective Contact Centre Management Training for basic-level management, focusing on service capability, customer satisfaction and sales effectiveness.

In Shanxi, EPRO delivered a four-day Complaint Handling Skills Training covering complaint management implementation, basic handling skills, customer emotion handling and psychological analysis of complaints. In Anhui, an Integrated Skills Training raised KPIs across customer affinity, communication, complaint handling, quality management and telemarketing script design.

Further programmes included Outsourcing Management Training in Shanxi, Customer Relationship Management Training in Shanghai, Service Skills and Capability Enhancement in Dongguan, and Inbound Telemarketing and Customer Service Skills Training in Kunming.

A leading provider of international and domestic express services in PRC invited EPRO to conduct a two-day high-level professional Call Centre Management training for managers from every province, covering human resources management, capacity management and quality of service.

EPRO also delivered a two-day Professional Service Quality Management Training for the customer service centre, covering positioning of service quality management, key factors, comprehensive planning, quality inspection mechanisms, conflict management applications and how to raise service levels through class clubs.

EPRO was invited to conduct a two-day Integrated Services Capability Enhancement Training for the customer service representatives of an Information Hotline, the forefront among major Chinese cities in terms of organisation structure and management level.

Based on job functionalities, employee status and the management model, EPRO performed a detailed analysis. The course focused on the proper attitude towards customer service fundamentals, the development of customer service in a competitive market, and skills for delivering higher quality service. EPRO also addressed the health and psychological state of representatives.

A leading airline service provider in NanJing invited EPRO to hold a four-day Operation Management Training for its customer service centre, covering standards of excellent customer service, critical success factors on customer affinity, communication skills, five steps of inbound telemarketing and customer service, complaint handling skills and role-play sessions.

EPRO provided advanced customer service concepts and international-level management experience, helping participants gain insights into achieving higher quality service and excellent performance aligned with the company’s development strategies.

A leading insurance service provider in China and Hong Kong selected EPRO as its business partner to provide consulting services for the customer service centre. EPRO assisted the client in setting up a scalable customer service centre and strengthening the quality of service of agents.

EPRO helped tailor-make the Service Level Agreement (SLA) that fits the centre’s context, provided professional opinion on effective operations policy and smooth procedures, designed the specific service flow for efficient productivity, and set up the service quality management system to maintain and monitor excellent service levels.

A leading consumer electronics company appointed EPRO as its advisor and training principal, providing comprehensive customer contact centre operation services training and consulting to the headquarters and branch centres.

EPRO is responsible for developing and enhancing customer interaction skills of frontline representatives, supervisory skills of team leaders, and operation and management skills of contact centre managers. EPRO also helps monitor service quality and give advice and support where necessary. The client has been highly satisfied with EPRO’s professionalism and values it as a long-term strategic partner.