This document outlines plans to establish a centralized Customer Care Center (CCC) in Ipoh to improve customer service and support. Currently, support is inefficient with a lack of standardization and high costs. The CCC will consolidate support into one location with a standardized process. It aims to lower costs, improve quality, and provide a better customer experience through centralized development, documentation, training, software management and a dedicated support team. Establishing the CCC is projected to reduce overhead costs and improve productivity, quality, and the company's reputation.

1. Customer Care Center
@IPOH
“The goal as a company is to have
customer service that is not just the best
but LEGENDARY”

2. Objective
Cost Optimization
Faster Time to Market / Customer
Assured Quality
Effective Control with standardization
Better Customer Experience
Future Readiness
Company Reputation

3. Current Support Analysis
 In-effective disseminating of patches or solutions
nationwide
 Lack of standardization on solutions deployments
 Various versioning of solution & application
 Lack of software testing before release
 Lack of in-house training exercise
 No SOP for support / maintenance process

4. Initial Findings……cont.
 High cost of supporting customer from individual branches or service
depot
 Unable to determine the quality and reliability of the software releases
 Poor accessibility of the customers due to geographical location
 Duplication of work due to improper communication framework
 Insufficient time for current programmer to support new application
development and customer demand at same time
 Various versioning and lack standardization of solution & applications

5. Initial Findings……
 Lack of experienced staff to handle current workload effectively
 High support cost with in-effective utilized of support resources
 Non-consistent outgoing information flow from customer service to the
customers support
 Documentation that is not in an easily searchable form
 Unpredictable documents & information inventories
 Insufficient time for complete software / application testing before release

6. Impact
 Loss of current and potential customers
 Company reputation has implications for falling market share
 Negative impact of employee’s moral & job satisfaction
 Company profits may decreased
 Challenges on SSA renewal
 Increase expenses to retrain new staff and improve company
reputation

7. Core Values
“We believe that customer service
shouldn’t be just a department, it
should be the entire company.”
1. Deliver WOW through service
2. Embrace and drive change
3. Create fun and a little weirdness
4. Be adventurous, creative, and open-
minded
5. Pursue growth and learning
6. Build open and honest relationships
with communication
7. Build a positive team and family spirit
8. Do more with less
9. Be passionate and determined
10. Be humble

8. Best of Best Practices

9. Overall Call Center Responsibilities
 Centralized support team for Hotel Management system by building
effective and centralized development Unit
 Standardize Support and Service policy
 Establish Support SOP & Documentation
 Software Release & Versioning Management
 Establish Knowledge Bank for information sharing
 Develop post-implementation customization / ad-hoc development for
customers

10. Overall Call Center Responsibilities..
Cont...
 Managing center staffing and personnel issues
 Gathering and reporting on product damage/failure rates
 Coordinating staff education and training – Customer Service Training Program
 Developing and implementing cross-department communication
 Evaluating and recommending software additions/upgrades for more effective
call center operation
 Generate additional Sales Call for other IFCA Family products or services

11. Action Plan
 knowledge bank of application software recourses / release / SOP
 Build a development team with internship for application
documentation / software testing before release / create effective
training material / development new software application
 Standardize support and maintenance policy on level of support in
order to obtain ISO standard 9001 and etc.
 Build a managed environment where skills can be continually
developed and shared and is achieved through Knowledge

12. Action Plan…Cont.
 Management Sharing of best practices, to assure best possible
operational performance, as well as ensuring a flexible resource
pool and minimization of transformation risk
 Dedicate resources for training and reinforcement
 Schedule communicate with customer and monitor their
satisfaction and keep into record
 Create “3 R” Rules: Responsibility, Resolution, Respect to CCC
 Build an effective CCC support work flow

13. CCC Support Work Flow

14. “3 R” Rules: Responsibility, Resolution, Respect
Take responsibility and provide a fast & proactive
approach and efficient customer service will help
to solve the issue and win customer’s loyalty
Offer a quick resolution to any complaint, do not
leave negative feedback or complaint unresolved
Treat customers with respect. Train customer
care team to treat each customer with respect
and take into account all their needs and
requirements.

15. Centralized Support Team
 Support Team Consists of Level 1, 2, & 3
 Level 1 – (2 Personnel)
 To pick up calls and answer operation questions
 Level 2 – (2-3 Personnel)
 To resolve complex operation questions which involves
deep understanding of the application and industry
 Level 3 (2-3 Personnel)
 To resolve system bugs

16. CCC Support

17. Development Unit
Create a standard training materials
Build proper documentation of every applications
Enhance current work flow
Perform minor customization on application
Development of new application

18. Standardize Support Method
Using remote support technologies via the
internet to render support
Establishing a pull mechanism from update
servers to automate updates
Using JIRA as standard as ticketing system
Establish & enforce service level for differentiated
level of service

19. Software Release & Versioning
Management
In order to more efficiently and effectively deliver
resolve issues a standard software version needs
to be established
Software updates will only be performed on
scheduled release dates after proper testing has
been done
This will prevent duplication of similar support
issues from different customers

20. Benefits
 Result in cost saving and overall support processes
 Increase productivity and improve quality of application
 Company may improve reputation with prerequisite to obtain ISO
standard
 Centralized of application support and gain customer satisfaction
 Effectively utilize of resources and react more quickly to a dynamic
marketplace
 Improve Control and Accountability
 Opportunity to promote new products & services to existing customers

21. Projected Cost Saving with CCC
Reduction in overhead costs for the company
Programmers at each branches
The need for travel to customer premises is
decreased through establishment of a centralized
support centre
Reduction of number of call centre at branches
and increase of service automation degree

22. Quality & Productivity: Cost savings
Improved reliability
of application with
CCC
Increased
productivity
Lower rework
cost
Lower
overhead cost
Lower
processing
costs
Lower
service costs
Increased financial
performance!

23. Quality & Productivity: Market gains
Improved
performance
features,
reliability, etc.
Improved
reputation
for quality
Increased
market share
Higher
prices
Experience-
based scale
economics
Increased financial
performance!

24. Projected Costing for CCC
 Office Renovation
 Cost RM 25K
 Server & Computer (Refurbished PC & Servers)
 Cost RM 20K
 Toll Free hot Line
 Cost RM 100 / mo
 Internship programmers costing
 Cost RM 3.2K / mo

25. Benefits on Investment of CCC
 Economies of scale in handling transactions (calls, email, chat sessions, etc.)
 Lower salary and benefit costs per employee at CCC IPOH, compared with the average
for all existing sites
 Salaries of 7 Branches with consultant – (Approx. RM 30,000 / month) – without benefits /
allowances / variable cost /etc.
 Reduce at least 50% of workforce on Branches – Approx. saving RM 15,000 / month
 Centralized training and quality assurance (QA)
 Reduced real estate costs with having only one location instead of many
 Business Unit may more concentrate on “Sales” instead of spending more time on
support
 Reduced support costs; technical resources will be required at only one site
 Improve customer loyalty and satisfaction

28. Our Commitment
To provide our customers with unrivalled
support and advice that maximises the use and
benefits of their investments