Fusionex, a software solutions provider specialising in Big Data Analytics (BDA), the Internet of Things (IoT), Artificial Intelligence, and Deep Learning, has won a multi-million dollar multi-year contract to deliver a data management solution for an Asian logistics and communications service provider to revamp how it engages with customers.
The client is one of the leading logistics and communications providers with a presence in more than 1,000 locations nationwide. Among the services offered by the client are 24-hour outlets, self-service terminals, mobile outlets, postal agents, and stamp agents.
In line with the client’s plans to revolutionise their businesses processes and bolster their ability to compete in a modernising world, the data-driven customer relationship and analytics solution is intended to increase the user-friendliness of their services and simplify their interactions with customers.
Operating such a huge organisation with outlets across multiple locations proved to be cumbersome especially when seeking to craft overall corporate strategies from disparate datasets. Each location had their own set of data idling in physical storages and legacy IT systems which were also hard to access due to differing formats.
The types of customers who were catered to in those various locations also differed based on age, gender, income, whether they lived in urban or rural areas, and other demographics. Consolidating all their customer engagements into a single platform would help the client tremendously in automating their customer engagement processes and streamlining their response times.
Previously, customer engagement officers were only able to view records available to each particular branch, but now they can see all records of their engagements with specific customers, thanks to the consolidated platform. Now, when a customer calls a branch, the officer in charge would be able to see the customer’s entire call history including calls to other branches, and what complaints had been made before – all on a single screen.
This will help improve customer engagement quality and response time, where the customer’s complaints can be dealt with the instant the phone is picked up, rather than having to check with a colleague or a superior and then getting back to the customer at a later time. This consolidated solution will also be applied to the client’s subsidiaries, bestowing them with the convenience of streamlining customer information at a greater pace.
Data management and insights mining will also be carried out for the client via Big Data Analytics platform Fusionex GIANT 2017. This platform will help the client draw data related information to its customers, vendors, suppliers, and internal business processes. From all this disparate data, GIANT 2017 can piece together past patterns and make predictions of future trends.
This gives the client the ability to gain insights into everything that’s happening within the organisation, as well as foresights into the future and how the organisation can adapt. The client will also be able to craft new products and services, decide on expansion plans, and other strategic moves with more accuracy, confidence, and a higher chance for success.
Ivan Teh, Fusionex managing director and chief executive officer, commented: “The team is excited and can’t wait to roll out our solution to give the client a greater edge over their competition. IT solutions have the potential to be game changers in this day and age and we believe the client will begin reaping immense benefits from the get go once this project goes live.”