Scicom

BACKGROUND

Please describe your company and position.

I am the Vendor Management of an ecommerce company

Describe what your company does in a single sentence.

We are one of the leading e-commerce platforms in SEA. As a marketplace business model, they connect sellers with buyers and take a cut for themselves to facilitate the transaction.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Scicom to accomplish?

• Lower cost
• Increased flexibility to meet changing business and commercial conditions.
• Focusing main business objective

SOLUTION

How did you find Scicom?

Referral

Why did you select Scicom over others?

• Close to my geographic location
• Great culture fit
• Good value for cost
• Company values aligned

Describe the scope of work in detail. Please include a summary of key deliverables.

There are a few objectives of the project, including cost reduction, process optimization, improved customer service, and enhanced scalability. The scope covers customer support and hiring. The project encompasses meeting service-level agreements, ensuring data security and confidentiality, establishing communication, aligning reporting mechanisms, and implementing quality assurance processes. 

It also involves managing abandoned ratio, service level, backlog, attrition, and capacity planning. The project timeline, acceptance criteria, and appendices are part of the comprehensive overview of the project.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Achieved cost savings compared to the previous in-house operations or alternative outsourcing options. Improved process efficiency metrics such as reduced average handling time, increased productivity, or decreased error rates. Meeting or exceeding the defined service level targets, such as a specific percentage of calls or interactions answered or resolved within a given timeframe. 

Improved customer satisfaction scores or ratings based on post-interaction surveys, feedback mechanisms, or other customer feedback channels.Enhanced quality metrics such as improved accuracy rates, reduced rework, or decreased error rates. Decreased backlog requests within the defined thresholds. Increased employee satisfaction scores and reduced attrition rates within the provider's workforce. 

Ability to scale up or down the operations based on business demands. Successful completion of project milestones within defined timelines.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Scicom understands the importance of being responsive to client needs. As well as demonstrating a willingness to collaborate, adapt to changes, and provide proactive solutions to meet our needs.

What was your primary form of communication with Scicom?

• In-Person Meeting
• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

Scicom offers multilingual support services that cater to our diverse customer base and provides localized assistance in various languages. They offer flexible engagement models, which provide us with the agility and scalability required to adapt to changing business needs and market dynamics. Scicom specializes in serving various industries and offers in-depth knowledge and understanding of unique industry challenges, regulations, and best practices.

Are there any areas for improvement or something Scicom could have done differently?

Can look into leveraging advanced technologies and systems to streamline processes, enhance efficiency, and provide a seamless customer experience. This may include implementing automation, artificial intelligence, or data analytics tools.

BACKGROUND

Please describe your company and position.

I am the Operations manager of ja-dialog

Describe what your company does in a single sentence.

Providing customer service for a bunch of clients operational globally.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Scicom to accomplish?

• Esceptional standards of customer service
• Covering APAC area in skills we do not possess
• Meeting clients request of Japanese resident agents

SOLUTION

How did you find Scicom?

Referral

Why did you select Scicom over others?

• Great culture fit
• Good value for cost
• Company values aligned

How many teammates from Scicom were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

As a special requirement by a globally expanding client, we needed to meet the request of a Japanese customer support team located in Japan. Additionally to the "regular" tasks of providing support by phone and writing to the customers, they had to translate internal standard texts, proofread the website and provide consultation regarding customs and special needs of Japanese customers. Summarized the tasks are:

• consultation (for Japanese market)
• translation & proof reading
• provision of high-level customer service in writing and by phone

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

After almost a year since the project started, we are still cooperating without any difficulties, and the client is satisfied still - hence we will generate more business by year's end or latest in 2024.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Project management has been handled perfectly well - each request and requirement raised was met very timely, and despite the initial struggle of hiring personnel, we met all deadlines and managed to provide a working solution to the client. Additionally, to mention is the unexpected flexibility to adjust complications resulting from the time difference - for each meeting, different slots were provided to ensure the best possible timing.

What was your primary form of communication with Scicom?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

I'm impressed with the high level of friendliness throughout every department. Even though we have started as a very small project, it was never even hinted that the generated revenue would cease of existence compared to other clients of SCICOM. Actually, the opposite has happened - it felt like working together with friends that you knew for years already. This shows an extremely high level of professional employees.

Are there any areas for improvement or something Scicom could have done differently?

I could not name one at this time.

BACKGROUND

Please describe your company and position.

I am the Service manger of HONOR Malaysia Technology

Describe what your company does in a single sentence.

Mobile phones

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Scicom to accomplish?

• Contact center

SOLUTION

How did you find Scicom?

Referral

Why did you select Scicom over others?

• High ratings
• Good value for cost

How many teammates from Scicom were assigned to this project?

6-10 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

Great customer service

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Good quality of customer service

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Everything's looks great at the moment

What was your primary form of communication with Scicom?

• In-Person Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

They have great people.

Are there any areas for improvement or something Scicom could have done differently?

So far so good

BACKGROUND

Please describe your company and position.

I am the Service Director of a consumer products & services company

Describe what your company does in a single sentence.

A global company with the world’s widest portfolio of technology products, we deliver our vision of Smarter Technology for All through products, solutions, software, and services that individuals, communities, businesses, and entire populations need to fulfill their potential.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Scicom to accomplish?

• Provides customer support services, handling inquiries, resolving issues, and ensuring a positive customer experience.

SOLUTION

How did you find Scicom?

Referral

Why did you select Scicom over others?

• Pricing fit our budget
• Great culture fit
• Good value for cost
• Company values aligned

How many teammates from Scicom were assigned to this project?

6-10 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

Scicom offers outsourced customer support and communication resources, managing hiring, staffing, interviews, and infrastructure and workspace. They also focus on agent retention, surveys, and multilingual support.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

• Cost saving and avoidance
• Employee satisfaction and turnover.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

They have an excellent turnaround time, and the quality of their services is good. Have built a good partnership to satisfy clients' needs.

What was your primary form of communication with Scicom?

• In-Person Meeting
• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

Prioritizing customers' needs and focusing on building long-term relationships with a strong track record of successful partnerships, positive client testimonials, and long-standing relationships with reputable clients can demonstrate their reliability and credibility in the industry.

Are there any areas for improvement or something Scicom could have done differently?

Continuous innovation and technological advancements

BACKGROUND

Please describe your company and position.

I am the Data Processing and Quality Manager of an education company

Describe what your company does in a single sentence.

We are an exanimation Awarding Body for Education.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Scicom to accomplish?

• to provide a data entry service to an set SLA to cover the peaks in our workload

SOLUTION

How did you find Scicom?

• Online Search
• Other

Why did you select Scicom over others?

Good value for cost

Describe the scope of work in detail. Please include a summary of key deliverables.

To do data entry work, to agreed SLA's which includes clearing to zero each day

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

always deliver on agreed SLA's.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

very good, project always delivered to agreed SLA's

What was your primary form of communication with Scicom?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

great can do attitude. They're always available to support.

Are there any areas for improvement or something Scicom could have done differently?

.

BACKGROUND

Please describe your company and position.

I am the Project Manager of a financial services company

Describe what your company does in a single sentence.

Banking

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Scicom to accomplish?

• Inboard customer contact handling
• Social media communications

SOLUTION

How did you find Scicom?

Open tender

Why did you select Scicom over others?

Through competitive bidding

Describe the scope of work in detail. Please include a summary of key deliverables.

The scope is to operate OPEX model contact center for the institution with inbound and outbound call handling, and social media and webchat management. Key deliverables 

1. OPEX model infrastructure for Contact Centre 
2. Integrated Customer Relationship Management system 
3. Comprehensive reporting and MIS 
4. DR site 
5. IVR facility including intelligent call routing
6. Call recording and backup facility

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Average Call handling time Abandon call rate Waiting time

Describe their project management. Did they deliver items on time? How did they respond to your needs?

They responded to the deliverables on time. Favorably responded to the needs

What was your primary form of communication with Scicom?

Virtual Meeting

What did you find most impressive or unique about this company?

Contact center management system is impressive and have satisfactory dashboard functionalities.

Are there any areas for improvement or something Scicom could have done differently?

Response time for IT requirements should improve with agility to changing business requirements.