Cloud PBX: Facilitating A Remote, Contactless and Integrated Customer Contact Centre - REDtone

While the COVID-19 pandemic caused hardship for many businesses, those offering takeaway and delivery food services saw an unprecedented uptick in orders. Players in this space had to quickly adjust their business strategies to cope with the resulting demand.. The COVID-19 pandemic and MCO measures triggered a complete reappraisal of our customer contact strategy.

Facilitating A Remote, Contactless & Integrated Customer Contact Centre

Industry

Fast Food Chain

Client

One of the largest multinational fast food chains in Malaysia with hundreds of stores nationwide.

Background

While the COVID-19 pandemic caused hardship for many businesses, those offering takeaway and delivery food services saw an unprecedented uptick in orders. Players in this space had to quickly adjust their business strategies to cope with the resulting demand.

Industry

Fast Food Chain

Client

One of the largest multinational fast food chains in Malaysia with hundreds of stores nationwide.

Background

While the COVID-19 pandemic caused hardship for many businesses, those offering takeaway and delivery food services saw an unprecedented uptick in orders. Players in this space had to quickly adjust their business strategies to cope with the resulting demand.

The

Challenges

The lockdown and remote working trend necessitated by the COVID-19 pandemic were an unexpected reality check for organisations.

Since the first MCO, the Client has had to deal with numerous challenges, including a tremendous increase in phone and online orders, manpower shortage, a work-from-home workforce and adhering to public health SOPs.

Close to 100 of their contact agents were forced to work remotely. The Client needed to urgently set up a Cloud phone system with easy-to-use features while maintaining their existing hotline number and ensuring a smooth transition.

Contact Center Manager 
“The COVID-19 pandemic and MCO measures triggered a complete reappraisal of our customer contact strategy. These challenges accelerated our transition to a new way of working for the team within remote, flexible and technology-led multi-site operations.”

The

Solutions

Migrate to REDtone SIP Trunk Cloud PBX, a feature-rich business grade phone system designed to boost productivity.

REDtone’s SIP solutions were implemented by establishing VPN tunnelling connected to the Client’s office network. The service was up and running within 5 working days. All implementation work was carried out at midnight to avoid service interruption. The complexity of setting up and managing the infrastructure is taken away from their IT personnel.

The Client was impressed with the REDtone team’s dedication and their ability to deliver on the tasks assigned within such a short span of time. As a result, the Client made the swift decision to migrate their entire phone system to REDtone Cloud PBX after only the second month.

REDtone Cloud PBX is a fully managed, enterprise-grade phone system designed to help businesses communicate reliably without the need for large capital investments/expenses or maintenance fees. It offers customers a fully virtualised solution, together with the advanced features set. The call centre team, though working remotely, was equipped with a simple and intuitive call centre management system which offers the full-fledged information a call centre requires, such as live reporting and dashboard views of performance data, both real-time and historical. It enables supervisors to plan and manage their resources effectively. System management and upgrades are handled virtually, with an SLA of 99.7%. Additional tech and customer support are available 24/7.

The

Solutions

The

Results

Productivity tracking of
remote contact centre workforce

Supporting more than 10,000
minutes of calls per day

Cost savings up to 50%

Supporting close to 100
agents working remotely nationwide

Receiving and answering calls from
existing hotline without any disruption

Performance metrics visibility: Average
speed of answer, Average handle time,
Adherence to schedule

Post Lockdown: Setting The Business Apart From Competitors

  • Moving to a cloud PBX means more flexibility in staff management and business continuity arrangements
  • Remote contact centre with comprehensive features and measurable performance metrics ensure better customer engagement and cost optimisation
  • The digital capabilities that the Client put in place to build a contactless workforce and contactless delivery helped them emerge stronger, more agile and better prepared for the future
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