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ITS PROFILE
Interactive Technology Service (Shanghai) Company Limited (ITS)
was established in August 1998 in Shanghai. In April 2001 the company
successfully went thorough ISO certification, making it the first
call center in China to have an ISO9001 Version2000 certificate.
As a Customer Relationship Management (CRM) center, ITS offers
a broad range of services and capabilities designed at helping corporations
develop stronger, effective and more comprehensive customer service
programes. Services include call center capabilities, develop CRM
management strategies, create tailored customer care solutions, sales
& marketing support, help corporations better manage their customer
data and information, agent training programes and consulting services.
In addition to this ITS has formed strategic partnership with alliances
who are experts in the fields related CRM, such as web advertising
and virtual image.
ITS’ leading edge interactive Customer Contact Center was developed
in corporation with major international CRM suppliers including AT&T
(network solutions), Lucent Technologies (computer telephone integration),
Hewlett Packard (computer units) and Oracle (database). The
Center’s state-of-the-art technology allows multinational and Chinese
corporations to establish existing and potential customer information
database using multi-channel communications such as telephone, fax
and web dynamics.
The Company’s multi-national capabilities offer customers several
communication channels to access information and to provide valuable
product or service feedback. The information is then processed using
ITS leading-edge technology to create a comprehensive central database
of information that gives corporations more in-depth knowledge about
their users or consumers. This includes meaningful demographic and
customer profile information, behavior pattern and feedback which
corporations need in order to make intelligent assessments on markets,
consumer segments and product development, thus launching effective
marketing strategies. Simultaneously, ITS works closely with clients
to define needs, develop innovative strategies and carryout its applications.
Presently the client portfolio of ITS consists of over 30 companies
both multinational and national with different scopes of work.
Supporting the technology are ITS work processes and employees.
The company’s process systems, some of the most advanced in the industry
are providing clients quality assurance especially now with the ISO
certification. In its commitment to provide quality services to clients
and customers, all employees are selected based on service attitude
and capabilities such as typing skills and familiarity with the computer
software used in the call center. Consistent training programes are
featured to ensure the high quality standards of employees as the
market becomes more and more challenging. Presently ITS has the capacity
of 100 agents working and handling millions of calls at any one time.
Spearheading the Company and its operations is a team of qualified
and experienced management personnel made up of both expatriates with
Chinese background who have worked and lived in China prior to joining
the Company, and PRC nationals – all having worked in the call center,
service and marketing industries.
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SERVICE CASES
In the past three years of operation, ITS has had the opportunity
to work with several multinational organizations. This now continues
as more and more local and multinational organizations choose to appoint
ITS as their strategic marketing partner and CRM professional.
Following are four companies and the services provided by ITS.
1. INTEL
Games & Event Registration
INTEL is a leading edge innovator in technological solution best
known for its ‘PENTIUM’ computer chip processor. ITS was commissioned
to conduct a high level event invitation during Intel’s chairman visit
to Shanghai. This event is opened to top management personnel of selected
technology companies in China. All selected attendees were contacted
via four outbound calls within a period of fifteen days that includes
event introduction, appointment setting, event registration and confirmation
of attendance.
2. JOHNSON & JOHNSON CLEAN & CLEAR
Hotline
Clean & Clear is a leading brand in teenage facial skin care
sector of Johnson & Johnson. ITS has been appointed as Clean &
Clear customer service hotline representative since 1999. Our agents
are trained to deal with answering questions from product information,
skincare consultation to complaint handling as well as reinforcing
Clean & Clear Regiment steps. The program also includes educational
knowledge such as seasonal skincare tips, measurements and research
that provides further marketing insights on data collected.
3. UNILEVER
Research/Data Collection
Unilever is one of the most diversified fast moving consumer goods
that belongs to the Fortune 500 companies. It is very well represented
in China; from soya sauce to Walls Ice cream and a wide range of household
products. The company has established a network that covers the whole
of Greater China. ITS was commissioned to set up an inbound hotline
for promotional data collection. This was in support for Lux and Hazeline
shampoo promotion whereby distributor will call the hotline to report
specific data. After capturing all data the specially designed program
will cross tabulate the information into required report format for
further quantitative research purpose.
4. L’OREAL
Internal Support
L’Oreal, a leading French cosmetic company represented in China
market through brands such as, L’Oreal, Lanc?me, Vichy, Maybelline
and Helena Rubinstein. ITS was requested to design an efficient data
collection program to support its sales department in managing over
several hundreds cosmetics counters in Shanghai. An inbound hotline
number was set up to collect the specific data required by L’Oreal
on a daily basis. Each counter was assigned an ID number. The sales
representative of each counter were required to call the hotline between
10pm-12pm, quote ID number and provide the specific data. The program
ran over night and the automated reports were sent via e-mail and
fax to reach the Sales Director before 9am the next morning.
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