Our Clients > Case Studies
A jewellery retailer in Hong Kong acquired IVRS solutions of EPRO to expand its customer relationship management capability
To cope with the increase in business and to meet customer demands in quality services, a leading jewellery retailer decided to implement a cost effective and well proven IVRS solution to handle customer enquiries. After going through a thorough and stringent evaluation process of contact centre solutions in the market, the client acquires the IVRS system offered by EPRO based on our product’s ease of use, good price performance value, as well as our track record in the industry. Our client is able to provide round-the-clock channel for its customers to access for information and log enquiries after IVR implementation. The system will be a perfect fit to our client’s customer oriented marketing strategy, and will further enhance its membership program promotion in the market.
EPRO to deploy EPRO’s Contact Centre System for a leading telecom service provider in Shenzhen, PRC
One of the most well-known Telecom service providers in Shenzhen deploys EPRO’s Contact Centre System as its key CRM call centre solution. After upgrading, the client achieves an immediate 10% increase in inbound call throughput rate.
Besides boosting the throughput rate for inbound calls, the EPRO’s solution also helps our clients to raise agent productivity and call centre service quality by adding real-time call monitoring and interactive voice response (IVR) functions to improve efficiency and enhance customer satisfaction.
One of the largest distilled water suppliers in Hong Kong acquired IVRS Solutions of EPRO, for providing high quality of customer services to their customers
A leading distilled water supplier decided to implement EPRO’s IVRS solution, to handle 40 lines of inbound calls and support interactive marketing campaign as EPRO’s IVRS system provides the highest quality on cost-effectiveness, high value performance, robust capabilities and reliability of the system, which matches the competitive and demanding customer service requirement of the client. Clients can also easily self-maintain the user-friendly IVRS system on the Graphical User Interface (GUI).
After the IVRS implementation, our client is able to support around 60 dedicated customer service officers, provide ordering services in 3 languages via face-to-face with their customers and the call centre with round-the-clock customer hotline operation.
Financial Services Industry
EPRO to deploy EPRO’s Contact Centre System and CRM Solution for a well-known financial services organization in Hong Kong
A well-known, leading financial services organization has selected EPRO’s Contact Centre System as its key customer relationship management (CRM) initiative to better take care of its customers. EPRO will deploy the EPRO’s Contact Centre System, which initially comprises agent seats, an interactive voice response system (IVRS) server, an outbound dialer, multimedia modules, as well as tailored campaign program applications.
The system provides outbound marketing functions, such as lead generation and market campaign monitoring capabilities. EPRO’s also provides an inbound help desk allowing customer service representatives to provide customers with prompt, around-the-clock, personal care services. In addition, financial consultants and customer service representatives can access the contact centre for real time information and support via phone or Internet anytime, anywhere, while working face-to-face with their customers.
EPRO successfully deployed Business Intelligence (BI) and Data Warehousing Project for a leading insurance company in Hong Kong
A leading insurance company has awarded EPRO to implement a comprehensive EPICOR Business Intelligence (BI) and data warehousing project, in an effort to streamline procedures for operational efficiency, improve data access and accuracy, strategically analyse the data for effective decision-making across top-level executives to line managers. In recent years, our client has been enjoying significant business growth. To manage a huge amount of existing data, enable data mining, share across various departments and Group’s companies, timely reporting and analysis in a cost and time-effective ways becomes an instant need in the company. Therefore, the company decided to look for an automated and integrated reporting system to enhance decision-making abilities. EPICOR BI is a perfect match to the company in helping them strategically analyses the data by easily accessing from data warehouse which is available to produce automated operational and management analysis report thoroughly.
EPRO successfully implemented Customer Relationship Management and Business Intelligence Solutions for a leading catering group
EPRO has been appointed to deploy Customer Relationship Management (CRM) and Business Intelligence (BI) solutions for a leading Catering Group in Hong Kong. The solution helps manage membership information, keeps track of the whole customer lifecycle and allows strategic analysis of customer information to be gathered and shared across the company, thereby creating competitive advantage, conducting strategic business planning, enhancing customer satisfaction, and increasing customer loyalty.
EPRO worked with the company to design and customize the CRM solution to meet their business needs and growth requirements. The solution provides comprehensive features to supervise membership loyalty including membership profile, member card management, marketing campaign handling, and bonus inquiry.
By using CRM, information of customer purchase behaviour and dining preference can be gathered so that our client can provide comprehensive support for its customers. Integrated with the BI solution, it helps dig into the data’s full potential and convert it into usable information to deliver integrated analysis and produce customized management reports that contribute to precise decision-making. Based on the collected data, the company can execute multi-dimensional segmentations for targeted membership activities and perform ROI analysis on marketing programs.
The company has noted a number of benefits gained after the deployment. Customer communications quality and focuses have improved, key information can be delivered to the right person at the right time; marketing activities can be better targeted for selected valuable customers. As a result, the company can achieve higher quality of customer service, enhanced customer loyalty, which leads to revenue growth. On an operational level, the solution improves efficiency and increases productivity derived from interactive data analysis, which turns into actionable business processes and targeted results.
Internet Service Provider
A leading internet services provider appointed EPRO to deploy the BI & CRM to boost their sale & marketing capability
A leading, fastest-growing business & technology consultancy firm with 5 regional offices and base in China is seeking for a track record solution to solve their emerging problems to sustain new business growth.
This client has various lines of business related to payment services platform, internet consumption, customer services call centre and telemarketing selling different lines of consumer products. They have a large database of over hundred thousand of registered members.
The client would like to open a new line of business but constrained by their limited staff manpower to handle the large daily incoming customer data. As critical to client’s profitability, is the ability to be on target in every estimation of every customer, thus they need a solution to automated applicable data with ease-of-use and short implementation time, in order to tap the new market share swiftly. Finally, they selected EPRO to deploy BI & CRM that includes SQL SSIS (Automatic Data Processing System) and B.I Web Part for the interface.
The robust capabilities of BI provide automated analyses to streamline operations and improve business performance. The development team of the client is free to focus on the design itself, rather than the technicalities of building or documenting the model. Clients gained in overall comparative advantages to utilize their giant customer database to fuel their sales & marketing planning.
EPRO successfully enhanced the transformation of call centre of a leading insurance company in PRC through our ‘Telemarketing Skills Training’
Riding on the experienced contact centre background, a leading insurance company in PRC appointed EPRO as a professional expertise for speeding up the transformation of its centre from a “cost centre” to “profit centre”. EPRO professionals intensively explained to participants about customer services skill, telemarketing skill, systematic work flow of telesales, and call centre related concerns, etc. Moreover, EPRO professionals integrated with the real business situation of our client to design effective selling scripts for their telesales in order to achieve higher sales successful rate. As motivating more participants to involve in the training, EPRO professionals adopted interactive practices such as games, situational role-play, comparison of telesales’ voice performance, case studies, etc. to enrich the course. Participants effectively absorbed telemarketing and customer services skills under the interactive environment. Fundamentally, it reinforced the strategic transformation of call centre which successfully stepped out the migration towards profit centre.
EPRO was invited by a leading telecom service provider in Hangzhou to organize an effective ‘Basic-Level Management Training’: Fundamental management skills for the customer service centre was remarkably strengthened
Aiming at increasing the service capability of the contact centre, enhancing customer satisfaction, and exploring strategies for sales effectiveness, a leading telecom service provide in Hangzhou invited EPRO to conduct a series of training courses for their customer services representatives and management. EPRO organized a three-day Effective Contact Centre Management Training for the basic-level management of the company.
Being a leading provider of professional contact centre outsourcing services, training and consultancy, EPRO provided targeted, all-round training courses and on-site supervision for the company by putting high emphasis on the basic level management in the customer service centre and selling skills. This Effective Contact Centre Management is one of the training courses over the whole series of training customized to our client. Led by EPRO’s professional who shared our practical and solid contact centre experience in management to the company, the atmosphere of the training course was surprisingly interactive and delightful.
EPRO to organize an ‘Complaint Handling Skills Training’ for a leading telecom service provider in Shanxi to enhance the complaint handling efficiency and service level of the customer complaint handling centre
In order to train up the customer service representatives of the Customer Complaint Handling Centre of a leading telecom service provider in Shanxi for mastering complaint handling skills so as to enhance overall complaint handling efficiency and service level, EPRO was invited to provide the company a Complaint Handling Skills Training.
Scopes of the four-day training included “Implementation of Complaint Management, Basic Skill of Complaint Handling, Customer Emotions Handling, Serious Complaint Handling Skills, and Psychological Analysis of Complaint”. Explicit elaboration of concepts, interactive in-class activities, voice logs sharing, and practical case studies were designed to correspond to the customer centre environments that participants successfully acquired the advanced and useful skills of complaint management and handling.
After the training, participants expressed that they were more confident in work, as the training has equipped them staff with effective complaint handling skills and in turn helped the company to raise their complaint handling efficiency and professional quality of service.
EPRO to provide an ‘Integrated Skills Training’ for a leading telecom service provider in Anhui of increasing service and telemarketing capabilities of customer service representatives
In order to deliver high quality of service and increase selling capabilities, a leading Telecom Service Provider in Anhui strategically plans to increase the performance quality among staff. Therefore, EPRO was invited to organize “Integrated Skills Training” for the company’s customer service centre so as to raise the Key Performance Indications (KPIs) of the centre. The content of the three-day training fell into six focused areas – customer affinity standard, communication skill, complaint handling skill, quality of service management, telemarketing cross-selling skills, and skill of designing telemarketing scripts, etc. Such innovative and fresh service concept and standard, communication and telemarketing skills would definitely help the customer service representatives of our client to improve the service level and strategically seek selling opportunities in each service processes. Through practical role-play sessions, case studies on voice recording, and interactive games, each participant gained a lot of insights including the directions of achieving high quality of service and the best ways of performing outstanding telemarketing skills.
EPRO to conduct an ‘Outsourcing Management Training’ for a leading telecom service provider in Shanxi
In order to fulfil the exquisite demand on managing outsourcing services, EPRO was invited to organize an ‘Outsourcing Management Training’ for the management of different contact centres of a leading telecom service provider in Shanxi, helping the company identify the most efficient and effective ways to begin outsourcing business by leveraging resources and functions in the existing contact centre operation. Led by EPRO’s professionals, the two-day training was designed to cover comprehensive topics for starting up outsourcing business including business development plan, pre-sale planning, 7 steps of successful selling, post-sales management, customer relationship management, case studies about outsourcing services. Taken the current outsourcing trend in the China market and the nature of our client into consideration, professionals of EPRO carefully designed a new and unique outsourcing service strategy for the client and brought new concepts and business directions for participants so as to further enhance their service level and attain a streamlined and efficient management to cope with their business growth.
EPRO to conduct a ‘Customer Relationship Management Training’ for a leading telecom service provider in Shanghai
When demand for quality and differentiated product and services are surging, enterprises must own competitive advantage to strengthen customer relationship in order to retain business. Knowing what customers really need and mastering the ways of building higher customer loyalty and maintaining close customer relationship are the significant drivers to provide high quality of customer service to customers.
EPRO was invited to offer a Customer Relationship Management Training to a leading Telecom service provider in Shanghai, to strengthen the concept of customer relationship management (CRM) among its management and implement effective CRM in the company. The focus of the two-day training included successful CRM strategies and planning, customer information management, customer retention and maintenance, and integrated programs analysis and evaluation. Participants expressed that the training was very insightful especially in the discussion sessions of customer data management, how to dig out accurate figures in business process, and to set business strategies.
EPRO to provide a ‘Service Skills and Capability Enhancement Training’ for the intelligent network of a leading telecom service provider in Dongguan
With increasing business growth and rising commitment in providing higher quality of service to customers, a leading telecom service provider in Dongguan invited EPRO to provide a two-day ‘Service Skill and Capability Enhancement Training’ for the customer service representatives of its Intelligent Network in order to further enhance their quality and competence on service handling. The objective of this two-day training is to identify new strategies to further facilitate customer service and improve efficiency. Riding on the detailed analysis on our client’s Intelligent Network about its workflow and every job role ranging from hotline manager, quality assurance working group to customer service representatives, EPRO helped participants to master their communication skills and increase their problem-solving capabilities.
EPRO was invited by a leading telecom service provider in Kunming to organize an ‘Inbound Telemarketing and Customer Service Skills Training’: Further enhance its service level and telemarketing capability
Aiming at implementing high targeted telemarketing campaign and providing personalized customer service for customers, a leading telecom service provide in Kunming invited EPRO to hold a six-day Inbound Telemarketing and Customer Service Skills Training for its customer service centre, further enhancing its service level and telemarketing capability. Scopes of the six-day training included “Critical Success Factors on Customer Affinity, Communication Skills, Five Steps of Inbound Telemarketing and Customer Service, Practical Skills of Telemarketing and Customer Service, Telemarketing Script Design, and Role Play sessions”. Such innovative and new service concept and standard, and telemarketing skills would definitely help the customer service representatives of the company to master the skills of inbound telemarketing and customer service. Through explicit elaboration of concepts, case studies on voice recording, the development path of inbound telemarketing and customer service, and practical role-play, each participant gained a lot of insights including the guidance of achieving high quality of service and the best ways of performing outstanding telemarketing and customer service.
Express Delivery Service Industry
EPRO to provide a ‘Professional Call Centre Training’ to a leading express service provider in PRC
A leading provider of international and domestic express service in PRC has invited EPRO to conduct a two-day high level professional training about Call Centre Management to its managers from every province of PRC. Aiming at enhancing management and analytical skills of the managers, content of the courses ranged from human resources management, capacities management to quality of service. Through the introduction of the latest concepts of international and Hong Kong advanced management skills together with the characteristics and trend of logistic industry and the practical situation of our clients, participants were inspired to gain innovative concepts and ideas on their role which would in turn increase both the operational efficiency and the quality of service in customer service centres of our client.
EPRO to provide a ‘Professional Service Quality Management Training’ to a leading express service provider in PRC to enhance the operational level and service quality of the company
With a mission of equipping its customer service representatives with better knowledge and skills of professional service quality management, a leading provider of international and domestic express service in PRC invited EPRO to hold a two-day Professional Service Quality Management Training for its customer service centre, further enhancing the operational level and service quality of the company. The two-day training covered a series of key elements contributing to high level of service quality management, like Positioning of Service Quality Management in Customer Service Centre, Key Factors of Service Quality Management, Planning of Comprehensive Service Quality Management, Quality Inspection Mechanism and Implementation, Applications of Conflict Management in Service Quality Management, How to Increase Service Level through Class Club, etc.
EPRO to organize an ‘Integrated Services Capability Enhancement Training’ for a Government Department in Shenzhen
In terms of the organization structure and the management level, our client’s customer service centre of Information Hotline is the forefront among the major Chinese cities. EPRO was proud to be invited to conduct a two-day ‘Integrated Services Capability Enhancement Training’ for their customer service representatives, to further enhance their quality of service and competence.
Riding on job functionalities, employee status and the management model in the customer service centre, EPRO performed professional and detailed analysis on our client’s Information Hotline. The content of the two-day training course focused mainly on the proper attitude towards fundamental concept of customer service, the development of customer service in the competitive market, and skills of delivering higher quality of service. With practical case studies throughout the interactive training, participants acquired the ways to master their communication skills and increase their problem-solving capabilities. EPRO also raise concern to both health and psychological state of customer service representatives, as considerable customer interactions of job nature would affect their status, so EPRO provided healthcare information and solution for them to release work pressure
Travel Service Industry
EPRO to organize a ‘Customer Service Centre Operation Management Training’ for a leading airline service provider in NanJing for increasing its customer service level
With a mission to assisting its new employees with the advanced knowledge of customer services, a leading airline service provider in NanJing invited EPRO to hold a four-day Operation Management Training for its customer service centre. The training covered topics: The Standard of Excellent Customer Services, Critical Success Factors on Customer Affinity, Communication Skills, Five Steps of Inbound Telemarketing and Customer Service, Practical Skills of Telemarketing and Customer Service, Complaint Handling Skills, and Role-play sessions. Realizing the new trend in airline industry in China and the company’s competitive edge, EPRO provided the advanced customer service concepts as well as management experiences on international level that are expected to lead the participants gain insights in the directions of achieving higher quality of service, striving for excellent service performances to cope with the company’s overall development strategies.
With rich contact centre experience and professionalism, EPRO to provide consulting services to one of the largest insurance companies in PRC and Hong Kong
A leading insurance service provider in China and Hong Kong selected EPRO as its business partner of providing consulting services for the customer service centre. With contact centre professionalism, EPRO assisted our client in setting up a scalable customer service centre, strengthening quality of services of agents, so that our client would be capable to offer premier customer services to their selected customers. In the perspectives of implementation, EPRO assisted our client to tailor-make the Service Level Agreement (SLA) that fits its customer service centre context. Professional opinion on how to constitute effective operations policy and smooth procedures were provided as well. EPRO also designed the specific service flow in the customer service centre for attaining efficient productivity. Other than that, the service quality management system was set up to guarantee service level is maintained and monitored on excellent level.
Consumer Electronics Industry
A leading consumer electronics supplier in PRC appointed EPRO as its strategic partner in enhancing the quality of service of its customer services centre
A leading consumer electronics company appointed EPRO to be its advisor and training principal, providing comprehensive customer contact centre operation services training and consulting to the headquarters as well as branch centres. EPRO is responsible for the development and enhancement of customer interaction skills of frontline service representatives, supervisory skills of team leaders, and operation and management skills of contact centre managers. In addition, EPRO helps monitor the quality of services of the centre and give advice and support where necessary to ensure the overall quality of service standards. Our client has been highly satisfied with the professionalism of EPRO’s services and values EPRO to be its long-term strategic partner in customer services.