SMCBPO

BACKGROUND

Please describe your company and your position there.

I'm the director of trade finance product and operations a fintech company. We are a silicon valley based fintech company servicing financier partners and SMEs who seeks access to capital by providing our blockchain based technology platform.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire SMCBPO?

We launched our financing project for SMEs who needs capital. The financing transactions' operations require time-sensitive and precise works.

Eventually we will have tens of thousands of SME clients to onboard our project in a matter of months, which is massive given that we're just a startup at current stage. Thus, we need a firm to handle our operations for this business quite badly.

SOLUTION

How did you select SMCBPO and what were the deciding factors?

We talked with multiple BPO agencies, looking at their services, price structure, ability to accommodate flexibility, and responsiveness. We scored everyone of them based on our evaluation model and found out SMCBPO beats all competition. We believe they can provide us the best service considering our needs.

Describe the project in detail and walk through their service package.

We engaged SMCBPO at fairly stage of our project. We wrote our operation procedures for this project and walked it through with SMCBPO agents.

They not only quickly comprehend all process from end to end, but also gave us some feedback to make the whole process more streamline. On daily work, they handle the transactional operations regarding this project. Since the launch of our project, they’ve done impeccable job so far.

How many resources from the SMCBPO team worked with you, and what were their positions?

We hired two BPO agents working for us full-time. In addition, they assigned two experienced team leaders to help training and guiding the agents.

RESULTS & FEEDBACK

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

Having BPO agents to handle our daily transactions is of great help. On one hand, this operation requires accurate and time sensitive work due to the nature of financing business. They’re handle it well.

On the other hand, our project is growing fast and solid. Based on SMCBPO’e responsiveness and ability to accommodate, this is the right choice for no doubt.

How effective was the workflow between your team and theirs?

They handle most of the operation work of current project. They can finish all the request came in everyday and in addition keep records for required information for our internal high standard of routinely check.

On daily work, we use slack for real time communications. On a weekly basis, we have our regular meetings to sum up past week's work and give updates.

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

They can always magically accommodate you when business difficulty arises. This is the best class of service I've seen.

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

Haven't found anything as of this moment.

BACKGROUND

Please describe your company and your position there.

We are in both brand new car sales and used car trading business. I am the Managing Director

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire SMCBPO?

Digital marketing activities such as webpage content management, major social media channels content updates. After office hours customers’ enquiries over various channels.

SOLUTION

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

We were introduced to SMCBPO via business partner who have good review of their services. We want a cost effective solution yet with Singapore based outsourcing company.

Describe the project in detail and walk through their service package.

Our webpage content management was mainly on synchronizing our inventory with the CMS, their agents took just 1 briefing session and took over the task. As for the various social media channels contents, their team have a few rounds of proposals before we finalize on the type of suitable contents for our targeted customers. As after office hour customer support, it took around 1 week for our sales team to get their team up to speed as there are always some questions which is not on our FAQ.

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

Our main contact is the general manager in Singapore for initial setup, their team lead for escalation and the shared agents allocated to our project.

RESULTS & FEEDBACK

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

We were impressed with their team eagerness to understand our products, this way, they could make suitable contents and answer customer’s queries better.

How effective was the workflow between your team and theirs?

They are responsive to our feedback on the social media contents and constantly make them better. For

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

customer support, the team highlight some customer’s concerns and suggestions which are valuable for our sales team.

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

None.

BACKGROUND

Please describe your company and your position there.

I am a Senior Director with an international mobility provider servicing B2B and B2C customers in more than 109 countries.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire SMCBPO?

Our company started sales and marketing initiatives in the Chinese source market to attract outbound travelers. We needed local support in Chinese language to launch Customer Service, communicate with Chinese intermediaries, gather market knowledge and potential and render a broad range of services for our global network.

SOLUTION

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

We had previous experience with the management in Singapore and evaluated their suggested approach and business plan for the Chinese market.

Describe the project in detail and walk through their service package.

The provider set up a local team in China, we familiarized them with our systems and Workflows and used them for customer service requests but also to set up a Chinese website, launch social media activities, research opportunities in the market and be the local contact for our booking partners. They established procedures for customer handling and amended our standard processes where necessary to meet local requirements and demands. 24/7 support for certain projects was also given during certain projects.

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

Our main contact is the general manager with a Customer service supervisor, a sales and marketing Manager and several agents.

RESULTS & FEEDBACK

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

We are able to offer native-speaking, multi-functional support in China to support our growth strategy. We can either extend or reduce resources when needed, eg if additional projects are in scope. The resources have diverse backgrounds matching our requirements.

How effective was the workflow between your team and theirs?

We have frequent digital sessions, trainings and joint visits for example to conferences and fairs.

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

They have an ability to adapt to changing environments, business acumen, and a hands-on mentality.

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

There was a bit of turnover in staff at times, however, the gaps were always quickly filled and management involvement ensure that we did not have to reduce service levels.