Canaan Communication & Technologies (MSC)

BACKGROUND

Please describe your company and position.

I am the VP Of Operations, Logistic and Customer Experience of Photobook Worldwide

Describe what your company does in a single sentence.

E-commerce company for Personalising Prints relating to books, photo prints,albums,mugs, bags and many more products.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Canaan Communication & Technologies Sdn Bhd to accomplish?

• Staff requirements to support the growing number of inquiries
• Increase CSAT
• Cost Effectiveness

SOLUTION

How did you find Canaan Communication & Technologies Sdn Bhd?

Referral

Why did you select Canaan Communication & Technologies Sdn Bhd over others?

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

How many teammates from Canaan Communication & Technologies Sdn Bhd were assigned to this project?

2-5 Employees

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

The responsibilities are to ensure customer satisfaction and loyalty by providing excellent customer service. You will be the first point of contact for customers and will handle inquiries, complaints, and feedback through various channels such as phone, email, or live chat.

RESULTS & FEEDBACK

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

Importance was given to First Time Respons and Resolution. SLA for emails to be answered within 2 hours SLA for Chats to be answered within 5 Minutes (we have AI that will update the customer on the queue) CSAT score to be more than 80% The team from Canaan were answering Transactional inquiries which means that FAQ type of questions were answered and the rest will the staff from the company so SLA's are better managed.

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

All the SLAs are met and at times more than expected. They were always very responsive and catered to my needs rather than pushing for a solution or giving something just for the sake of making a profit. The also have bi- weekly meeting to check on the progress then move to a monthly meeting on SLA's and other matters.

What was your primary form of communication with Canaan Communication & Technologies Sdn Bhd?

In-Person Meeting

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

The cost that was offered to us beats other competitors and the quickness of responding to an inquiry or requirements.

Are there any areas for improvement or something Canaan Communication & Technologies Sdn Bhd could have done differently?

Nothing I can think of for now since they have been very supportive.

BACKGROUND

Please describe your company and your position there.

I'm the Head of Customer Experience in WingTai - Digital, based in Kuala Lumpur. WingTai Holdings have about 300 employees. The Digital team is setup to launch e-commerce site for their retail business.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Canaan Communication & Technologies Sdn Bhd?

We are projecting strong growth in our e-commerce business. As such, we needed a strong BPO to handle our customer service, so that we can focus on other business priorities. Also, the outsourcing solution to Kuala Lumpur will be cost-effective for us.

What were your goals for this project?

A BPO that can handle inquiries coming to our customer service. Analyze the inquiries, share findings and also recommend improvements to improve our overall business, customer experience, and revenue.

SOLUTION

How did you select Canaan Communication & Technologies Sdn Bhd?

We've contacted a few BPO and narrowed it down to two of them. I really like the customized solution, partnership mindset, and extra miles from Canaan.

Describe the project in detail.

Among the five vendors we've contacted initially, two of them shortlisted for their location, management approach, and cost. We had a discussion with the two vendors separately and briefed them about our requirements. Canaan understood our requirements very clearly, customize their solution, also allow us to start with some trial period. We really like their flexibility and the strong partnership mindset of their management

What was the team composition?

We were assigned a project manager to manage the day to day operations. Also, we had access to their Head of HR and COO themselves for additional. They were very prompt with their support. Besides that, Canaan also assigned a senior agent with QA rank to start the project with.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

Our sales went up by double in the last 2 months. The same goes for the tickets received by the customer service. Canaan is able to adopt the surge in volume very quickly and mobilize additional support to help out. They also invest in continuous training and coaching to their staff which helps us to maintain very high customer satisfaction scores.

How effective was the workflow between your team and theirs?

The Project manager assigned to our project was very easy to work with. He is also very prompt with his responses. He has set up a regular weekly meeting with us to gather feedback. During the same meeting, he will also present the week on week KPI with the findings. This helps us to understand customer sentiment and take necessary actions.

What did you find most impressive about this company?

The most impressive part of this company is, they are really seeing the clients as their business partners and genuinely want to help them to grow their business. That's an approach that I didn't really see in my past experience. For an example, Canaan is willing to invest resources for training, build training/coaching materials and etc rather than relying on clients.

Are there any areas for improvement?

So far so good. I'm happy with them.

BACKGROUND

Introduce your business and what you do there.

I’m the senior careline manager for a food production company. We sell dairy products for toddlers and adults, as well as water.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Canaan Communication & Technologies Sdn Bhd?

We were looking to outsource our contact center.

SOLUTION

What was the scope of their involvement?

Canaan has provided data entry services. We collect consumer data from supermarkets, and they’re helping us digitize and upload it into our system.

The second service they’re providing is an outbound contact center that works as part of our customer engagement program. They’re doing cold calling based on a script provided by us and try to sell and provide free samples to potential customers. 

What is the team composition?

There are 4–5 people from Canaan involved in our work. 

How did you come to work with Canaan Communication & Technologies Sdn Bhd?

I was colleagues with their CEO, and I found out that he had a company. I contacted a few former colleagues for quotes when we started looking for an outsourced contact center. Canaan’s services met my expectations, and they were quite fair cost-wise.

How much have you invested with them?

At the moment, the cost per month is 20,000 MYR (approximately $4,800 USD) for the outbound calling part, and 30,000 MYR (approximately $7,200 USD) for the data entry.

What is the status of this engagement?

We started working with Canaan around October 2019 and our engagement is ongoing. We have a long-term collaboration with them.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

I’m quite satisfied with their services at the moment. We base conversion rates on the success of these cold-calling tasks. We’ve seen pretty good results from this project, in terms of bringing in new business, and we’re looking to expand the team from 4–5 people to twenty. 

How did Canaan Communication & Technologies Sdn Bhd perform from a project management standpoint?

I often need to get a response within 24 hours, and they’re able to do it. Their turnaround time is super quick, and they immediately rectify any errors on the data entry or outbound calling side.

What did you find most impressive about them?

One thing I like very much about Canaan is their agility — they have a solution for any problem we bring them. Their turnaround time is super fast. Also, they’re lean in terms of organization, so we get escalations resolved quickly.

Their service account manager makes the difference. He’s agile and able to think from our point of view in order to provide a solution, rather than having a set approach and wanting us to accept it. 

Are there any areas they could improve?

I don’t see any areas where they’re lacking at the moment. We’re open with each other, and I can tell them whenever something’s in need of refinement.

Do you have any advice for future clients of theirs?

Clients need to be very clear in the job description about what outcome they want and what their preferred way of getting things done is. Canaan will be able to deliver a solution.

BACKGROUND

Please describe your company and your position there.

I am the Chief Business Officer 

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Canaan Communication & Technologies Sdn Bhd, and what were your goals??

We outsourced our first level customer service and support to them. We needed industry experts like Canaan to support and help us to structure and create the best CX for our clients and customers

SOLUTION

How did you select this vendor and what were the deciding factors?

I know the founding team of Canaan for a decade now and have seen their accomplishments in this industry

Describe the project in detail and walk through their service package, including any calling tools used.

They provide full customer service support from calls, emails and chats

Who did you work with and what was the feedback process like?

We closely work with Jason and Sid

RESULTS & FEEDBACK

Can you share any measurable outcomes of the project or general feedback about the service?

The response time and resolution time has reduced and at the same time CSAT has increased

Describe their project management style, including communication tools and timeliness.

Weekly reports and calls. Monthly management meet up

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

Super supportive and collaborative. They talk value, not price.

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

None

BACKGROUND

Please describe your company and your position there.

I'm campaign manager for my company. We are a global insurance consultancy. We help transform banks and insurers with our Insights, Campaigns and Tech Solutions.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Canaan Communication & Technologies Sdn Bhd, and what were your goals?

We are preparing the platform for AI. The Canaan team responsible to do labelling transcribe and also data labelling. our goals is to make sure all the labelling and review tasks completed within the deadline given.

SOLUTION

How did you select this vendor and what were the deciding factors?

After giving the test and several meetings, we decided to choose Canaan team. Canaan team able to deliver all request and with well prepared.

Describe the project in detail and walk through their service package, including any document/file sharing tools used.

The Canaan team are need to log in to the web basis platform that been provided. Before they started, the Canaan team need to undergo training. For the labelling task, each team members need to transcribe 3 task which contain 50 audios for each task. They also need to do 2 review task. Each review task consist of 15 audio validation.

What was their cost structure like?

They set their cost by the total of working days.

RESULTS & FEEDBACK

Can you share any measurable outcomes of the project or general feedback about the deliverables?

Canaan team work is efficent and we managed to delivers more content with our platform vendor. We trusted Canaan team to complete the task within the time given

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

We trust Canaan team to provide accurate translations within our given timelines. The team consistently produced high-quality work, regardless of the network connection issue or festive holiday.

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

Through this project, Canaan teams have showed an excellent teamwork and deliver an awesome job.

BACKGROUND

Please describe your company and your position there.

I am the founder of online clothing store.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Canaan Communication & Technologies Sdn Bhd, and what were your goals?

I am new to online selling platform therefore needed customer support and consulting in running an e-commerce business.

SOLUTION

How did you select this vendor and what were the deciding factors?

We selected based on experience on the customer service field. Spoke to the team and immediately knew they would take care of my business as their own. Their approach to technology and after sales support as well as digital marketing impressed me

Describe the scope of work in detail, including the project steps, key deliverables, and technologies used.

Main support was handling email and chat enquiries. Sales and after sales services. Target of 85% service level and Avaya call system and SalesForce CRM.

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

1 Manager 1Team Leader 10 Agents

RESULTS & FEEDBACK

Can you share any measurable outcomes of the project or general feedback about the deliverables?

My sales shot up to 40% and after sales service was excellent. Customer service skills exceeded expectations

Describe their project management style, including communication tools and timeliness.

Team showed ample of experience in managing a call centre. They anticipate future needs and set a target for team to work on. They know how to personalize your needs and deliver

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

We're impressed by their approach on handling customers with professionalism and enthusiasm.

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

We had issues communicating initially as I was new to the industry however they manage to adapt to my understanding and patiently got thru the whole cycle