Supply Chain and Logistics

Customer Administration (CRM)

Customer administration is evolving and becoming more and more complex today.

Customers today have access to a plethora of channels to interact with brands—emails, phone, chat, social media, etc. Ensuring that the customer experience across all these channels is consistent and outstanding can be a key differentiator for brands, helping them retain and grow their customer base, and also acquire new customers.

Xchanging uses a combination of voice and data technologies and services to help brands manage the following processes for their customers, suppliers and vendors:

  • Onboarding
  • Management
  • Experience

By letting Xchanging manage services that are non-core to their business, brands can focus on growth, delivery and efficiency, and improve their time to market. Our sophisticated technology allows us to integrate voice, email, chat, POS and other customer interaction channels to offer consumers a seamless interaction with the brand.

We use our world class analytics and research capabilities to create reports that help brands not only improve operational effectiveness but also manage brand equity. We work with our clients to define business metrics that allow easy, quick and relevant decision making.

Contact us to learn more about how Xchanging can help you reduce the cost of customer management and deliver true “customer WOW”.

Case studies

Howden - Transforming manual tasks to gain agility and advantage
Insurance Software
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Howden - Transforming manual tasks to gain agility and advantage

Insurance Software

CHALLENGE

Howden was manually producing, printing and posting a vast number of client statements, which was a time consuming task. Howden’s management team also required more accurate and up-to-date reporting.

SOLUTION

  • eStatements enables Howden to automate the preparation and distribution of client statements.
  • SID Reporting Tool provides the ability for Howden to extract critical information from a central SQL database, and produce tailored reporting for its management team.

RESULTS

  • People without an IT technical background can accurately access and provide up to date information as and when required.
  • eStatements has enabled Howden to save money on postage and stationery, whilst also reducing technician workload.
  • Push button, real-time data giving management teams a clear and accurate status update upon which to make decisions.

“We can see that Xuber is committed to keeping its product up to date and relevant, which is important to us.” 

Jackie Hobbs, Business Process & Systems Implementation Manage, Howden.

Global Personal Technology Company - Perfect Product Testing
Technology Services
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Global Personal Technology Company - Perfect Product Testing

Technology Services

CHALLENGE

To help a renowned manufacturer of laptop PCs optimise its product testing resource

SOLUTION

01 Offer immediate and attractive cost savings from our testing laboratory in Singapore

02 Demonstrate world-class credentials in Product Assurance (PA)

03 Provide the required resources for qualifying new systems, sub-systems and applications for the customer

RESULTS

1 The customer can now rely on support from over 40 technically certified professionals spread between Japan, Singapore, Malaysia and India

2 We have consistently achieved customer satisfaction levels of more than 90% in PA services

Customer satisfaction levels of more than
90%

Independent Energy Trading Company - Energising IT Performance
Technology Services
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Independent Energy Trading Company - Energising IT Performance

Technology Services

CHALLENGE

To achieve major savings through more efficient IT infrastructure management for one of the largest independent energy trading companies in the world

 

SOLUTION

01 Assess the requirement

02 Scope the impact that could be achieved through architectural change

03 Consolidate the customer’s application servers into selected data centres

04 Standardise the desktop across the organisation

05 Initiate a WAN optimisation exercise

 

RESULTS

1 We reduced data on WAN links by 75%

2 We gave the business visibility of its network capacity

3 We improved application performance

4 We cut the support overhead

5 We improved data backup and security

Data on WAN links reduced by
75%

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