ComGateway

A Success Story for ComGateway

ComGateway acts as a central portal to manage the logistics for online shopping customers when they need to purchase products from overseas. They contracted PBA Solutions to design a customer management and support system to allow them to manage their customer support and follow ups as well as their logistics. As a Small Medium Enterprise (SME) in a niche market, ComGateway needs to stay competitive and offer better customer services to encourage their customers to leverage them as the logistics provider for their products purchased. Tracking previous conversations, calls and recording such data will serve as good references for their front line customer service personnel. As most of the business is conducted online, ComGateway would also like to know their customers and track their preferences closely.

The Challenge

With servicing customers online, ComGateway faces some potential service related customer issues. There was poor visibility on their customers as an online platform encourages large volume of customers and there wasn't an effective way of communicating with these customers after they have placed an order for their services. Even if there was support given to the customer, repeat issues and follow ups become difficult to manage as communications and conversations were not tracked and entered into a central database where all customer service personnel could access. A strategic management decision was made to upgrade to a system that can serve their current and medium term needs.

The Solution

From Industry references, they contacted PBA Solutions who are known to provide business process solutions. The resulting scope and additional customizations were detailed by PBA Solutions who demonstrated specific solutions to their business process issues by providing IT consultants and engineers to assist ComGateway. Implementation was rapid with minimal diversion from the agreed scope and project plan. This also included a full training plan for all the staff involved and would be using the system.

The Pandora Business Suite — Support with a customized module for interactive support is used to manage customers and customer support for ComGateway. Monitoring, tracking and responding to business issues in a timely manner and also team collaboration was encouraged for a more effective work force as a result of the system. The workforce is on-line to a central system that they can monitor updates and previous conversations with vendors and customers for better follow ups.

The Benefits

Already, ComGateway is benefiting from the wide range of functionality within the Pandora Business Suite — Support.

• They can manage their vendors and customers better with details centralized

• All previous engagements are reflected to make it easier for new personnel to pull out records and references

• For customer support, they have multiple communication channels to assist them. Phone and email support is tracked and monitored with customer service officers able to pull out previous data on what was performed for their customers

• Customer Service Officers use the system's live chat support online to interact directly with the customers and try to resolve issues or answer queries on the spot

• The ComGateway workforce is collaborating and work together to share information and data that reduces manual work and double entries or contact lists on separate spreadsheets

• They can easily access this web based application so long as they have internet connectivity

• They received training for their staff and technical support for implementation

In summary, their growth and expansion will now be driven by and based on solid data.

Solution: Pandora Business Suite — Support; Database: MySQL; Platform:OpenSource; No. of users: 10