We’re all about making sure the Customer Experience is great. We think if we get the experience right, revenue and profits will follow. We’re very much focused on the experience right now.
Tim Cook
Customer Experience by Design
Our consulting-led approach is our key differentiator
Our managed services model is designed to strengthen your brand, lower business costs, and improve existing operations. With our regional and global presence, we’re able to support your business, wherever it may be. We offer world-class business process management services in the following areas.
Our approach to building exceptional customer experience is based on 3Ds – Discover, Design and Deliver.
- ‘Customer Experience-By Design’ is our holistic approach to delivering outstanding and consistent customer experience and process
- The secret lies in tailoring the customer experience and processes on the basis of a brand’s promise to its customers to ensure their allegiance,
- Then comes the technology and the ability to interface the customer engagement platform with the other back-end systems to provide seamless interaction
The facets of our approach can be divided into three areas, Discover, Design, and Deliver.
Discover is to ensure that we understand your business, your products and services, and your customer. It will not work without proper understanding as customer experience is not a department or a function but it is the business itself. This discovery takes the form of:
- Workshops & Interview sessions
- Questionnaires
- Surveys
Once we understand your business, we proceed to Design the experience. We use the discovery results which in many cases will have a full customer journey map to help us in this. We focus on the people, process, and technology involved but also include aspects of organizational culture as well.
Finally, we will Deliver the experience. This may require training interventions, workshops, systems, change management, culture change, and many other challenging activities but necessary if we are to deliver not just improved, but superior customer experience.
Experienced Practitioners
Our team of experienced practitioner consultants don’t just talk, we walk the talk. We have diversed experiences in many industries such as telecommunications, financial services, consumer, technology but customer experience and customer service is our heart. We’ve worked in and worked with many organizations in turning their customer experience around that we are very sure we can help your organization.
Our consultants have delivered many projects involving:
- Customer Relationship Management Strategy Development and Business Transformation implementation;
- Strategic Customer Experience Management Development and Implementation through an integrated approach of ‘Voice of Customers’; ‘Voice of Processes’; and ‘Voice of Employees’ strategies;
- Business Process Redesign, using ‘Six Sigma’ methodology and cross functional improvement teams;
- Multi-media Contact Centre & Channel Management strategies and full operational set up, implementation and managed services;
- Human Performance Improvement Design, Development and Implementation;
Managed Contact Centers
We provide managed contact center BPO services from as small as 5 seats to 200 seats. Whether you require a pure-voice service or a mix of digital non-voice (chat, social media), we can deliver through our two delivery sites and redundant cloud and on-premise solutions along with off-site BCP and DR sites within Klang Valley or Iskandar Puteri Johor.
Common core languages available include English, Bahasa Malaysia, Bahasa Indonesia, Mandarin, Cantonese and Tamil. We are also currently providing specialized East-Asian languages such as Japanese, Korean, Vietnamese and Khmer.
Contact Center Expansion or Overflow
Looking to expand but run out of space? We also provide overflow, second site and BCP services to our clients. With redundant power, generator onsite with multiple network connections available, our Bangsar South office is perfectly suited to provide your business with the growth and assurance needed.
Our Iskandar Puteri, Johor site is also available for Singaporean near-shore or alternate Malaysia site operations. Just 50 minutes away from Singapore CBD, it is ideal for any Singaporean operation looking for cost-effective expansion.
East-Asian Languages
Expanding into Asia? If you’re an organization with a operational contact center that needs East-Asian language support such as Bahasa Malaysia, Bahasa Indonesia, Mandarin, Cantonese, Korean or Japanese, look no further.
We’re able to integrate with your existing telephony and CRM systems to allow us to function virtually as a single site within your organization and provide language and even follow-the-Sun operation for global 24×7 support cost-effectively.
When Brandt took over our operations, we saw a minimum of 50% improvements in our case resolutions, agents’ performance and quality of our calls and emails. The team in Brandt has vast experience in various fields that allows us to work very closely with great flexibility that caters to our needs and our expectations.
Brandt team was excellent at delivering the desired results and reaching the KPIs set. iPay88 engaged with Brandt to offer around the clock 1st level support to our merchants and customers. Their professionalism, teamwork and ability to adapt were among the features that were necessary to succeed in delivering timely and helpful support to our merchants and customers.
As a Job portal launching a new business segment and growing it can be a challenge.
Brandt supported this client by first trialing a Proof-of-concept operational model, refining the processes during the trial stage.
The result is that the team continue to meet targets, achieve success and resulted in the client growing the team and now looking to further expand for the long-term.
This success also has embolden our client to begin to look at additional regional markets to target.
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