GBA

Case Study

TOOL PRODUCT CUSTOMER SUPPORT (CALL & E-MAIL)

The client was looking for a BPO company which can handle multilingual call support for their tool product customer support for end users all around world. Required languages are more than one BPO company can handle including English, Thai, Japanese, Chinese, Korean. The client had had been struggling with finding local companies which can provide good quality services with reasonable prices. GBA was a perfect choice, since we are able to provide multilingual customer support services with one stop service.

SHORT-TERM VACATION RENTAL (CHAT & CALL)

Now the short term vacation rental is very convenient and getting more popular when you travel abroad or even for domestic travel. To meet the customers’ satisfaction, the support center has to provide multilingual services such as English, Chinese, and Spanish. Also 24/7 operation is a must for reservation, trouble shooting, Cancelation. We, GBA, provide a multilingual vacation with 24/7 operation with our global network and get good satisfaction from both the client and end users.

COST EFFECTIVE ENGLISH SUPPORT

We offer variety of English support depending customer’s request. One of American manufacturing company requested for an English customer support, which they had been operation from US, to save their cost. The result astonished the client. Our service was provided form Philippines and we managed to cut 70% of their cost with stable quality.

PHILIPS-SCREENEO SUPPORT SERVICE FOR PROJECTORS (CALL & EMAIL)

GBA Global BPO Alliance is managing support services of all Screeneo-Philips projectors to about 1.8 billion people in Europe, USA & China.
The support service has been launched in Tunisia two years ago in 4 languages: German, English, French and Italian in order to support the European markets. Thanks to synergies between our different locations in Europe, Africa and Asia, we have been able to set up the support service in China (in mandarin) and the Philippines (in English for the US market): Multilingual Support & Local Intelligence.

DEPLOYMENT OF ANALYTICS TOOL AT NO COST

The client, an airlines company, was having difficulties in ascertaining the reasons behind inconsistent email interactions being completed by multiple BPO vendors appointed by the Airlines client. The Digital Transformation team created and deployed the C-LOG system which enabled agents to log cases based on specific requests per email basis With the introduction of the C-LOG reporting tool into the Airlines environment, the client was able to justify and reconcile all the varying email response time across multiple BPO’s and provide a proper report back to the Regional office management

OPTIMISING CX WITH TECHNOLOGY (USE OF ROBOTICS PROCESS AUTOMATION)

Automation - APAC Shared Service Centre (Project Duration : 8 Weeks Development Work) The client wanted a solution that could process incoming documents without human intervention, identify data based on various business rules and process flows and simulate human actions to enter data in ERP systems in an efficient, timely and error-free manner. A robotics solution was created to address the end-to-end PO process on a 24/7 basis

CLIENT QUOTE/ TESTIMONIAL
“Our technology consultants formulated a Robotic Process Automation (RPA) solution for our Regional Shared Services Purchase Order process. The outcome provided us with great confidence on the RPA technology. Our global leaders were very impressed with the outcome, especially within the short period of time”

OPTIMISING CX WITH TECHNOLOGY (USE OF ROBOTICS PROCESS AUTOMATION)

Automation - Optimizing CX through Technology. (Project Duration : 8 Weeks of Development Work) In 2017, Singapore’s leading telecommunications company had a back log of 2500 submission which require human to key into their in-house system Local team was innovative and introduced a means of Robotic Process Automation (RPA) processes to the client’s online sales submission and we managed to handle and clear all pending cases within 1 weeks by using a 20% human and 80% robotic process automation workforce, with the RPA implementation, it was able to submit 500 sales per day.