Scalable Multi-Channel Retail Support Solutions

About Our Client

Scicom’s client is one of the largest E-Commerce players in the ASEAN region. Since its inception in 2009, it has grown to serve customers across Malaysia, Singapore Thailand, Taiwan, Indonesia, Vietnam and the Philippines. In line with our client’s rapid growth, Scicom were able to provide a nimble, skilled and dedicated team to provide omnichannel support to its customer base.

Solutions Provided

  • Effectively transitioned client contact centre operations from the previous in-house operator
  • Set up a multi-channel contact centre to support customer enquiries on products, delivery status, complaints and refunds.
  • Revamped existing contact centre processes and work instructions to improve the overall customer experience.
  • Deployed the Recruit Right and Employee Engagement programmes to lower support staff attrition

Key Outcomes

First Call Resolution
Support staff were equipped with better issue identification and problem-solving skills to improve the FCR by 40% across all channels
Improved Customer Insights
Provided insights and recommendations to address the inefficiency of client internal processes which were impacting the customer experience
Enhanced Customer Experience
Scicom were able to provide improved scripts for email & chat to enhance the overall customer experience by 30%, and reduce complaints from 10 per 11,000 to 1 per 15,000 transactions

Results Achieved


Ramped up operations from 30 to 250 staff in 15 months


7 million transactions handled since deployment


Customer Satisfaction scores above 90% across all channels

More Case Studies

Our client is a premier award-winning hotel and resort chain that currently owns and operates a range of 5-star hotels and resorts located across the South Asian region. We helped our client enhance their customer experience levels by providing them with additional support channels, and facilitating booking and enquiry efficiencies for all of their properties located in Sri Lanka.
Our client is an online provider of hotel booking services, with access to over 300,000 hotels worldwide. Scicom were engaged to provide omnichannel customer support to improve customer satisfaction (CSAT) and service levels, while also lowering attrition levels among support staff.

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No matter what your organisation’s requirements are, we have the capability, experience and passion to deliver end-to-end solutions that leverage the latest technologies and maximise value.