Cloud PBX: Levelling Up the Customer Experience
Industry
Financial Service Industry
Client
StemLife Berhad is one of the first and largest stem cell banks in Malaysia. Since their establishment in 2001, more than 60,000 families have entrusted the company with their baby’s cord blood.
Background
StemLife Malaysia was looking to transform their business processes and create a digital platform to improve their day-to-day operations, model and, concurrently, ensure all communication and collaboration tools are in sync with their digital transformation goals. The COVID-19 pandemic lockdown and remote working trend presented an opportunity for StemLife Malaysia to accelerate the process and create business transformation pathways to the future by leveraging digital technology.
Challenges
Supporting a seamless customer experience in the transition from over-the-counter transactions to a mobile app
The Bank appointed a renowned international vendor for this Cloud PBX deployment. Nevertheless, the vendor faced numerous challenges during the deployment process, mainly due to the incapability of their system in meeting Malaysia’s BYOC standards.
The Bank required a Cloud PBX system that offers a PBX passthrough feature for a BYOC trunk configuration, i.e. support for the SIP non-proprietary protocol. Consequently, the phone system was not able to go live as planned. The Bank then turned to REDtone for an alternative and recovery plan.
Solutions
REDtone Cloud PBX, the leading hosted cloud-based phone system hits the ground running.
REDtone, a leading voice solution provider in Malaysia with a proven track record of over 25 years, is backed by a dedicated voice team with vast experience and know-how. The team swiftly understood the Bank’s challenges and operational requirements. As a result, REDtone Cloud PBX POC, which supports 5 agents, was implemented in less than 1 week and went into full force after 2 weeks.
REDtone Cloud PBX is a fully managed, enterprise-grade phone system that offers comprehensive call center features and supports complex workflow requirements. It empowers the Bank’s contact center agents to provide a first-class customer experience. This fully-virtualised solution allows system management and upgrades to be handled virtually. With an SLA of 99.7%, REDtone provides 24/7 local technical and customer care support. This is indeed a significant differentiator compared to the previous international provider. Secure and uninterrupted engagement for an excellent customer experience is one of the top priorities for the Bank.
Challenges
Supporting a seamless customer experience in the transition from over-the-counter transactions to a mobile app
The Bank appointed a renowned international vendor for this Cloud PBX deployment. Nevertheless, the vendor faced numerous challenges during the deployment process, mainly due to the incapability of their system in meeting Malaysia’s BYOC standards.
The Bank required a Cloud PBX system that offers a PBX passthrough feature for a BYOC trunk configuration, i.e. support for the SIP non-proprietary protocol. Consequently, the phone system was not able to go live as planned. The Bank then turned to REDtone for an alternative and recovery plan.
Solutions
REDtone Cloud PBX, the leading hosted cloud-based phone system hits the ground running.
REDtone, a leading voice solution provider in Malaysia with a proven track record of over 25 years, is backed by a dedicated voice team with vast experience and know-how. The team swiftly understood the Bank’s challenges and operational requirements. As a result, REDtone Cloud PBX POC, which supports 5 agents, was implemented in less than 1 week and went into full force after 2 weeks.
REDtone Cloud PBX is a fully managed, enterprise-grade phone system that offers comprehensive call center features and supports complex workflow requirements. It empowers the Bank’s contact center agents to provide a first-class customer experience. This fully-virtualised solution allows system management and upgrades to be handled virtually. With an SLA of 99.7%, REDtone provides 24/7 local technical and customer care support. This is indeed a significant differentiator compared to the previous international provider. Secure and uninterrupted engagement for an excellent customer experience is one of the top priorities for the Bank.
Results
Embracing the power of contextual engagement on a comprehensive cloud-based phone system.
Keep the Bank’s customers smiling
A positive customer experience was delivered through the provision of “always-on” help desk support for all app-related enquiries. First-contact resolution was achieved by pairing customers with the right experts, engaging proactively and taking prompt action during interaction sessions in real-time.
Goal achieved ahead of targeted timeline
300,000 downloads as of May 2023.
