Neusoft Cloud Technology Co,.Ltd

BACKGROUND

Introduce your business and what you do there. What does your business do and what is your role at your company?

I serve as Project Manager

OPPORTUNITY / CHALLENGE

What business challenge were you trying to address with the vendor? What is the main reason you hired the service provider?

Since it is a global retail trading platform and need multi-language support service, which greatly increases the personnel cost.

The service provider could provide the whole station service of digital marketing, which greatly reduces the personnel cost.

Since the service provider has rich experience in digital marketing, our company could save the time cost and trial & error risk of exploring digital marketing by adopting its outsourcing services.

SOLUTION

What was the scope of their involvement?

Services provided:

• The official website operation of global 110 sites, sales platform operation
• Graphic design, advertising TVC production, animation and short film production
• Interaction design, the development and operation & maintenance of official website APP and small programs.
• Global large-scale event planning, customer media account content operation

Cooperation process:

Project consultation; Requirement analysis; Architecture and development; Operation and maintenance; Promotion and optimization; 

From the service provider’s company, what is the team composition?

Service Team Size: 90+ people

How did you come to work with the vendor?

We found the service provider through online search.

The service features：

It covers all “1+8+N” consumption scenarios of customers, 110 countries and 44 languages.

With the global digital marketing ecology of customers as the core, it covers the WEB, global App and We Media ecology.

The one-stop services provided from development, operation & maintenance, activity planning, global tweets, SEO services, design services to film and television animation.

What is the status of this engagement?

We had a smooth cooperation. The project is still in progress at present.

RESULTS & FEEDBACK

How did the vendor perform from a project management standpoint?

We had a good communication by Skype, Email and We-Chat.

What did you find most impressive about them?

The vertical industry characteristics based on customer service.

The service supported by the three service departments to meet our needs. They provide one-stop-shop development, operation, and promotion needs of our internet platform.

BACKGROUND

Introduce your business and what you do there. What does your business do and what is your role at your company?

Operation Manager - Online retail company

OPPORTUNITY / CHALLENGE

What business challenge were you trying to address with the vendor? 

The Main Reasons: 

Since we are a global retail trading platform and need multi-language support service, which greatly increases the personnel cost; It requires a lot of personnel to provide customers with pre-sale, sale and after-sales services as well as communication solutions; It requires a lot of personnel to collect customer feedback; It requires a lot of personnel to deal with complaints.

SOLUTION

What was the scope of their involvement? 

This service provider provides outsourcing service of customer service center to our company.

• 1. Pre-sale, sale and after-sale consultation.
• 2. VOC feedback.
• 3. Complaint handling.
• 4. Multi-language support.

Cooperation process:

• The service provider consulted our company firstly.

Through the analysis of the operation status, difficulties and future planning, the company understood the actual business requirements and provided the construction plan of intelligent customer service to improve strategy.

• Design phase

The service provider sorted out and optimized service scenarios, customer service process and knowledge base to ensure the availability and effectiveness of the import of the intelligent customer service.

• Import phase

The service provider was engaged in the system docking and the import of the intelligent customer service platform.

• Optimization phase

The service provider was engaged in the system optimization, operation & maintenance monitoring and data analysis.

From the service provider’s company, what is the team composition?

Service Team Size: 100+ people

Service Channels: Voice & Email & Online

Service Time: 7 * 9, 7 * 16, 7 * 24

How did you come to work with the vendor?

We found the service provider through online search.

The outstanding points of the service provider:

1. Flexible and customized business service

• Global multi-geographic delivery ability
• The team size can be adjusted as needed
• Scalable and customizable infrastructure
• Flexible service mode and quotation method

2. Best practice and high-quality assurance

• 15 + operation service experience
• Best industry practices accumulated over the years
• Multiple industry quality and safety certifications

3. Seamless collaboration to achieve operational excellence

• Strict supervision system
• Transparent operation management
• Timely and effective communication mechanism

RESULTS & FEEDBACK

How did the vendor perform from a project management standpoint?

We had a good communication by Skype and Email.

What did you find most impressive about them?

We have smooth and clear communication so far.

Are there any areas they could improve?

No

BACKGROUND

Introduce your business and what you do there. What does your business do and what is your role at your company?

Operation Manager

OPPORTUNITY / CHALLENGE

What business challenge were you trying to address with the vendor? What is the main reason you hired the service provider?

The discrete support of multiple sites across the Asia Pacific region makes supplier management more difficult and causes great challenges to manpower allocation and cost. Our customers have high standards for delivery capability, cost competitiveness, and user satisfaction.

SOLUTION

What was the scope of their involvement?

The services provided by the service provider to our company include:

• Concentrated L1.5 support includes SAP, SharePoint, Lotus Notes, Outlook, Office365.
• Event and service request management.
• L1 and L2 user support for IT infrastructure and applications.
• Coordinating L3 support team to deal with upgrade issues.
• VIP user support.
• Asset management.
• IMAC service / repair interruption service.
• Remote support.
• Analysis / UVA services.
• Plan → Implementation→ Dashboard design → Analysis.
• CMDB: Configuration Management Database

Our cooperation process:

• In 2011, the service provider made project transfer: The company established IT service desk in Chinese mainland, China Taiwan and Korea; Established IT service desk in Japan and Southeast Asia.
• In 2012, the service provider carried out the Chinese mainland on-site field service in our company and provided Japanese on-site field service to us subsequently.
• In 2013, the service provider provided on-site field service in Southeast Asia.
• In 2014, the service provider provided on-site field service in Chinese Taiwan and South Korea.
• In 2017, the service provider developed service products.
• In 2018, the service provider carried out the Chinese mainland PMO outsourcing service.

How many people from the vendor's team worked with you, and what were their positions?

The size of all service teams is about 80+ people

How did you come to work with the vendor?

We found the service provider through online search channels. The service outstanding points of the service provider mainly include:

• They've built a flexible technical service team for our company, which can be expanded and adjusted at any time according to our development needs and business growth.
• The service provider provided in-depth and excellent technical services, including optimizing products and improving the industry environment.

RESULTS & FEEDBACK

How did the vendor perform from a project management standpoint

They communicate effectively through Skype and email.

What did you find most impressive about them?

The service features of the service provider include:

• The service provider established a centralized, multi-channel and multilingual service desk as the primary contact window for all end users.
• The service provider centralized service management to better serve end users.
• The service provider established standardized and cost-effective local end-user desktop support services and focused on services in key areas. 

Are there any areas they could improve?

No