This is the presentation at SME Innovation Stories #2 that was held on 29 March 2018 featuring the CEO of Soft Solvers Solutions, as he shared a business innovation story of a company in the retail industry. During the event, he presented a case study of how the company provides superior customer service across multiple support channels while keeping their support operation simple without the hassle of managing different support systems. NO SELLING, NO PITCHING — IT'S ALL ABOUT STORIES ON DIGITAL TRANSFORMATION SME Innovation Stories is a talk series that shares and analyzes case studies of digital transformation projects in the SMEs. The objective is to provide inspirations for SME business owners and CEOs on variety of ways they can innovate their business. The discussion will be presented in storytelling form of real-world projects, instead of theories and concepts. LEARN MORE: https://my.procto.biz/sme-innovation-stories/

1. SME Innovation Stories #2
Providing High Quality Customer Service
through Integrated Communication Strategy
By Deep, Soft Solvers Solutions

2. © 2018 Soft Solvers Solutions. All Rights Reserved.
Hi
 At SoftSolvers we offer
Digital Transformation
Solutions to small to mid
size companies
 I’m Deep, Founder and CEO
of Soft Solvers Solutions
 20+ years of exp
Headquarter
Singapore
R n D & Global Support
Cyberjaya, Malaysia
Sales Office
Kuala Lumpur
Singapore

3. © 2018 Soft Solvers Solutions. All Rights Reserved.
The retailer [ABC Bhd], in fast food business, franchise
model, not really the ideal setup where you see your
customers first hand, not to talk about communicate!!

4. © 2018 Soft Solvers Solutions. All Rights Reserved.
Aircon not cold… or aircon too cold…
Food was cold… or food was hot…
Got hair in the burger!!

5. © 2018 Soft Solvers Solutions. All Rights Reserved.
So what do they do??
Facebook, twitter!! Write bad comments online!!
Tell everybody else and not you!!

6. © 2018 Soft Solvers Solutions. All Rights Reserved.
So what should you do?

7. © 2018 Soft Solvers Solutions. All Rights Reserved.
Give an easy way for Customers to reach you!!
Communicate back well and Do your best to fix
the highlighted issue!!

8. © 2018 Soft Solvers Solutions. All Rights Reserved.
feedback@customer.com
Auto creation of tickets,
for all emails received at
specific email addresses.
Converge traditional
channels with online,
in one central system.
Phone /
Tollfree
Auto assignment of
tickets, based upon
Subject or any other
parameter.
Online Form
Manual / Auto
assign to Agents
Covering All
featured phones
SMS Messaging

9. © 2018 Soft Solvers Solutions. All Rights Reserved.
✓ 1000+ daily feedback
✓ Grading Outlets
✓ 30% improvement in
Customer Satisfaction
✓ 100’s of ideas for
future improvements

10. © 2018 Soft Solvers Solutions. All Rights Reserved.
Company Background
 Rapid growth since
inception
 Have worked with more
than 250 small to large
size businesses
 SoftSolvers Solutions founded in 2011
 Digital Transformation Solutions leader in
South Asia region
Headquarter
Singapore
R n D & Global Support
Cyberjaya, Malaysia
Sales Office
Kuala Lumpur
Singapore

11. © 2018 Soft Solvers Solutions. All Rights Reserved.
Some of our Customers

12. © 2018 Soft Solvers Solutions. All Rights Reserved.
Functional Areas
Internal Activities
✓ Billing and Payments
✓ Operations Automation
✓ Employee and Office Automation
Customer facing Activities
✓ Marketing Automation
✓ Sales Force Automation
✓ Customer Service and Engagement
Financial Services
✓ Insurance
✓ SME Banking
✓ Investments
Management
✓ Invoice Factoring
✓ Agency Management
Traditional businesses
✓ Professional Services
✓ Manufacturing & Dist.
✓ BPO & Contact Centre
✓ Real Estate & Property
Development
✓ Higher Education
Online Businesses
✓ Software As A Service
✓ E-Commerce
✓ Online Classifieds
✓ Offline 2 Online Retail
Industries
Digital Transformation Scope

13. © 2018 Soft Solvers Solutions. All Rights Reserved.
Digital Transformation Solutions
Marketing
Automation
Sales
Automation
Billing
Automation
Service
Automation
Operations
Automation
Office
Automation
Lead
Management
Managing
Sales Team
Quote, Sales
order and
invoices
Helpdesk
Management
Project
Management
Employee
Management
System
Email and
SMS
Marketing
Multi channel
retailing
Recurring
Billing and
Subscription
Feedback
Management
Warranties
Management
Calendaring
and Task
Management
Customer
Database
Lead to Cash Online
Payment
Collection
Contract
Management
Deliveries and
Inventory
Management
Expense
Management
Customer
Communicati
on
Telemarketing
Call Centre
Loyalty and
Membership
Field Service
Management
Managing
Agents
Salesforce
Leave
Management
Document
Management
Sales Target
and
Performance
Vendors and
Purchase
Orders
Customer
Self-service
Asset
Management
Meetings
Management

14. SME Innovation Stories #2
Thank You
Q n A
Soft Solvers Solutions
Malaysia: +603 8687 4433 Singapore: +65 6304 8022
Web: www.secondcrm.com Email: sales@secondcrm.com