Canaan Communication & Technologies Sdn Bhd

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.

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.

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.

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.

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.

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

We were looking to outsource our contact center.

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.

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.