Account Take Over – Digital Team Malaysia

Background/Problem Faced:
Account Take Over (ATO) – Given the new boom the FinTech industry has over our nation, it has opened the floodgates of scammers taking advantage of users who were utilizing FinTech but were not completely tech savvy by taking over their respective accounts through devious means of obtaining their personal data or even their respective OTPs to take over the account for malicious activities that leave customers often penniless in their respective accounts. The complexity of such cases
are high, as at times the scammer would play the role of the customer by getting in touch with customer service in order to obtain further details key to executing their malicious activities.

Solution Provided:
The tech’s Support and Digital Transformation team worked closely with our FinTech client in devising extensive, comprehensive and thorough processes and initiatives such as use of Blockchain and Robotics Process Automation to combat the ATO situation which was running rampant. These measures played a huge role in curbing the total number of successful ATO cases and is crucial in instilling a higher level of awareness where account security is concerned amongst all customers.
Further to that, our Business Excellence department that specializes in fraud and risk management were also present and shared strategic plans to further combat ATO opportunities to the client and assisted directly in improving the policies in place in terms of Account Security.

Key Business Benefits:
The sudden wave and hike in ATO cases have evolved our Support Team’s approach to instill awareness and create processes which are relevant to combating such situations which is now a benchmark in terms of handling ATO reports and also in ensuring user-awareness is at an all-time high to avoid from such instances taking place.

Automated Invoice Processing – Multilingual

Challenges Faced:
– Movement of over 30,000 monthly invoices
– Need for physical invoices for transaction approvals by finance
– Delayed invoice approval and payment cycle
– High cost of invoice movement, storage, and processing
– Relatively high invoice retrieval time

Value Delivered:
– Reduction in logistics costs with digital invoices
– 50% reduction in TAT for invoice processing
– Seamless integration with SAP for easy access to invoices
– Instant verification and payment processing
– Centralized repository for anytime, anywhere access
– Enhanced storage management with electronically-compressed documents

End-to-end implementation with partner support center
Efficient customer communication management
Adherence to delivery timelines

A Bank Transformed Internal Operations and Customer Experience

Challenges Faced:
– High cost and TAT due to physical movement of customer documents f rom 115 remote branch locations that are inaccessible due to harsh weather
– No mechanism to handle exceptions, including mandatory data fields, missing documents, and information mismatch, leading to ad-hoc communication and increased processing time
– Lack of central repository and no long-term, secure access to documents
– No audit trail and manual tracking of expiry dates for customer documents, leading to non-compliance

Value Delivered:
– Real-time document capture across 115 branches and exporting customer information to relevant team member
– Reducing TAT and delivering delight to 1million customers
– Easier exception handling, saving time without any manual intervention
– Simplified transaction with access to customer documents from Finacle core banking interface
– Faster KYC and verification during customer onboarding

Process Automated : Consumer Loan, Salary Loan, Account Opening, and Credit Card Requests
Products and Solutions Implemented Digitisation

Partner : Implementation of content management (ECM) suite – Integration of ECM with Finacle

Automation – APAC Shared Service Centre

PROBLEM FACED/ BACKGROUND ISSUES FACED
The client’s APAC Shared Service Centre has a Purchase Order (PO) processing team that receives POs from customers in PDF or spreadsheet formats which referred to as ‘input documents’. These input documents comprise of order requirements and delivery specifications in the issuing customer format.

The team needed to process the input documents and create the orders in its internal ERP system as a purchase/sales order within a strict SLA. The PO process involved a substantial amount of non-value-added tasks performed by staff such as manually extracting data, copy-pasting and accessing multiple applications to complete a task, contributing to numerous human errors, rework and staff fatigue.
The client recognized that overemphasis on mundane, repetitive tasks was detrimental to its business and customers. The POs received were spread across different countries and time zones, with each country having their own distinctive formats. Staff had to be knowledgeable about different customer formats, languages and diverse workflows comprising critical data such as PO number, PO date, Material code, Shipping code, Delivery date, Quantity and Planner schedules.

CLIENT CONSIDERATIONS
The client wanted a solution that could process incoming documents without human intervention, identify data based on various business rules and process flows and simulate human actions to enter data in ERP systems in an efficient, timely and error-free manner.

KEY BUSINESS BENEFITS
An unattended robotics solution was created to address the end-to-end PO process on a 24/7 basis. The solution is designed to process all the input documents and run the business rules to extract data from the targeted input documents. Once extracted, the relevant data is auto-populated/entered into the ERP system via robotics automation workflow. Significantly shortened turnaround time regardless of the time zone. Achieved zero errors, increasing business data entry quality. Reduced human
dependency and eliminated repetitive jobs. Provided 24-hour unattended execution capability. Lowered FTE costs in the tasks involved.

Digital Collections to complete your customer journey

Our primary goal was to develop a customer-facing website that is both engaging and
unintimidating in its design and where the journeys are based around simplicity for the end
user. Every single journey has been carefully developed and we believe elevated to a
different level, through the use of interactive tools, targeted pop ups which vary based on
customer input, and through sign posting where applicable (as opposed to taking a one size
fits all approach). We created a website that customers will want to interact with.

Challenge: Create an online payment site that would support Omni channel solutions and a completely
digital Customer Journey.

Solution
We created a customer facing compliant website that empowered customers to take control of their debts. Features included:
• Make a Payment
• Check Balance
• Check Affordability Calculator
• Offer a Payment Plan or Settlement
• Request a Call Back
• Update Change in Circumstances
• Update Contact Information
• Help Centre for Debt management

Results:
+71% Increase in Right Party Contact with Digital based Omni Channel approach
+68% Cumulative Payer Rate with Digital based strategy
+34% Response rate from Customers and completed journeys

National Logistics company – IVR Debt Collection

A National Logistics company needed a way to collect outstanding costs related to customs, tax and tariffs from tens of thousands of accounts. Most of the time the fees were less than the cost to collect against as the average amount ranged from $15.00 to over $100.00.

Challenge:
• Increase the efficiency of its outsourcing agents for this call type
• Optimize collections of outstanding costs from thousands of accounts
• Reduce the cost to collect as the average amount ranged was less than $100

Solution
• After assessing the call types and volumes, we created an inbound solution on an IVR
platform that could allow Customers to self-serve and free up live agents for more complex
inquiries.

Features included:
• Notifications of non-delivery of packages with outstanding balances
• Notification with waybill number, the balance owing, and a phone number to call for payment
• Automated payments by phone that only require a waybill and credit card
• Integration of systems automatically and immediately updates the client’s system to reflect that payment has been made
• A hybrid payment system redirects to live agent based on the amount threshold

Results:
– 85% Reduced call volume for this call type and enhanced the customer experience
– 24/7 Self serve IVR customer support and payment
– 200 Calls eliminated from live agents per day

Customer Care B2C Europe – Managed from Romania

Main challenges:
The customer is a company part of an international group, operating in several European countries: France, Germany, Italy, England, Holland, Belgium, Switzerland, Czech Republic, Slovakia, Hungary and Russia.
The team manages various activities for the customer via voice and chat in:
• Inbound calls and chat: Taking and managing catalog orders from end consumers and information on the product and purchasing process.
• Cross selling and upselling: loyalty and maximization of sales based on the purchases of end customers.

The customer was looking for a partner capable of :
• Be activated in a short time and extremely qualified to support the existing contact centers in both order management and upselling activities
• Create a multilingual team of highly trained and experienced sales savvy agents

2.9 millions phone calls since the start of this project
40% is the target reaches for upselling each month
290 K chat conversations handled since the start of this project

iNETcc has launched support services for the Screeneo-Philips projectors to about 1.8 billion people in Europe, USA & China from only 3 sites: China, Bosnia, and the Philippines.

All projectors from the company Screeneo, under the brands Screeneo & Philips, are supported by iNETcc.

The support service was launched first in Tunisia 4 years ago and then transfer to Bosnia due to the skills of the agents in this country regarding languages, background & experience.

The project is managed in , in 5 languages: German, Mandarin, English (UK & USA), French and Italian in order to support the European, Chinese and US markets.

Thanks to synergies between our different locations in Europe, China and South-East Asia, we have been able to set up and manage until now this support service reaching all KPI.

Screeneo-Philips has taken advantage of iNETcc experience and footprint in Asia in order to extend  successfully their support service in all main worldwide market quickly, simply, and with cost-efficient – Experience, Flexibility, Speed & Cost-Effective.

How the collaboration is working with Philips-Screeneo:

Sales – Administrative: Since Screeneo-Philips has a head office in Europe, iNETcc is managing sales, contract and billing process from Europe, close to our customers. – Flexibility

Project Management: iNETcc has a project manager per geographical area: one in Bosnia, one in China and one in the Philippines. Their primary language is English so communication between Screeneo-Philips and the local team leader is easy. The project manager in Bosnia is leading the training for all markets, due to the proximity with Screeneo-Philips  head office in Switzerland and due do its experience – Multilingual Network – Local footprint

Follow-up: Regarding the statistics, all teams are using ZENDESK.  Screeneo-Philips receives per period same format regarding the tables of statistics for all markets thus able to compare the results easily. All these statistics are uploaded in our CRM tool, a website developed and owned by iNETcc – Technology & Cutting-Edge Solutions.

International fashion, beauty, design and lifestyle media – back-office 13 languages

Business Need of the Customer:
The customer is the leader in international fashion, beauty, design and lifestyle media monitoring and analysis, providing editorial evaluations, advertising studies and consulting to over 800 brands. The customer knows the world press positioning of over 200,000 brands across the globe.
The team must monitor every page of a magazine where a brand is published to provide to the customer information like item, genre, price, available stores, color and material. Based on this information, the customer creates various statistics, editorial evaluations, and competitor and advertising studies for all the brands from its portfolio.

The customer was looking for a partner capable of :
• Provide multilingual service in 13 languages: English, French, German, Italian, Spanish, Portuguese, Dutch, Russian, Polish, Danish, Swedish, Norwegian and Romanian
• Provide agents with a high level of attention and a keen eye for fashion

Main challenges:
• High level of attention: recognizing and categorizing over 400 unique articles for each brand.
• Agents are evaluated monthly and participate in variouscompetitions to increase productivity.
• The company has entrusted uswith the task of covering its most demanding / important brands.

Key figures:
– 11 years of collaboration with this customer
– 11+ millions pages have been handled since the beginning of the project

European Support – Online Video Game

iNETcc is managing the European support services for one of the worldwide leader of the video game industry.
Our customer, a Japanese company publishes and distributes some of the most popular video games and entertainment products in the world.

All video games provided to their European customers are supported from our multilingual office in Bosnia and this 365 days a year.
 
The project is managed in several languages and the objective is to answer the queries of the online gamer about the use of the video games provide by our customer, all queries must be handled within 36 hours and revised previously by the management in Japan, this organization required a high flexibility of the team in Bosnia in order to work together with the Japanese team during part of the Japanese working hours.

INETcc has launched a service of detection of leads for cutting-edge devices in 8 languages all managed from 6 locations in Europe & Tunisia:: German, French, Dutch, Polish, Romanian, Hungarian, Czech & Slovak.

iNETcc provides hundreds of leads every month to the sales manager of its customer and regarding cutting-edge devices as: Microscopes, sensors, vision detectors…

The customer, whose European head office is in Belgium has long term collaboration with iNETcc, it started in 2012 and the production is made from Bosnia, Belgium, Romania, Czech Republic, Poland & Tunisia.

More than 20+ agents are working for the customer with non-stop success and very low attrition rate.

The customer takes advantage of the experience and the very high skills of the agents regarding languages in order to provide its European subsidiaries with leads.

How the collaboration is working:

– Sales – Administrative: Manage from Belgium & France : Proximity

– Project Management: From 6 countries with local team leader which has several years of experience – daily exchange between iNETcc and the customer : Know-How – Experience

-Follow-up: Regarding the statistics and the follow-up, the team is using the “Virtual PC” of the customer, consequently all data remains in Belgium and the customer has a live access to the statistics: Transparency – Security of the data

iNETcc managed an multilingual project Optin in Europe and Asia (Korea) from its offices of Bosnia, Tunisia and Vietnam.

The customer is leader in the sector of Pharmaceutical Industry.

INETcc managed thousands of data from Asia and Europe.

In Europe:

The customer takes advantage of the experience and the very high skills of the agents in Bosnia regarding outbound projects and languages .

How the collaboration with the customer is working:

– Sales – Administrative: Manage from Belgium & France : Proximity

– Project Management: From Bosnia and Vietnam with local team leader which have several years of experience for outbound project :  Know-How – Experience

– Follow-up: Regarding the statistics and the follow-up, the team leader are sending daily the results of the day and has at least one online meeting per week with the Customer: Transparency – Flexibility

Outbound OPTIN – 35 countries – 12 languages

iNETcc managed a global project of qualification of files – Optin in about 35 countries of Europe, Africa and Asia from its offices of Bosnia, Mauritius and Tunisia.

The customer is leader in the sector of Pharmaceutical Industry – molecular diagnostic

Our team have called more than 50,000 data.
 
Our customer takes advantage of our experience & skills regarding
Pharmaceutical industry & international outbound projects, iNETcc has been able to
launch this project quickly from 3 countries and in 12 languages.
 
How the collaboration is working:
 
Sales – Administrative: Manage from Belgium & France – Proximity
 
Project Management: From Bosnia & Tunisia with local team leader which
have several years of experience for outbound project– Know-How – Experience
 
Follow-up: Regarding the statistics and the follow-up, the team leader are sending
daily the results of the day and has at least one online meeting per week
With the Customer– Transparency – Flexibility

Outbound project – Qualification of data – 20 Languages

iNETcc manages the calls of the EU AWARD “Access City”.

Locations of the production: 5 european countries

Profile of the project: Calls all UE cities 50000+ people – Qualification of data – Support in order to subscribe online to the competition – Provide information about the project

Targets: City 50,000+ people

Languages: all UE languages


Rules of contest: Since 2010, the European Commission organises the Access City Award. This Award recognises and celebrates a city’s willingness, ability, and efforts to become more accessible for persons with disabilities, in order to:

– guarantee equal access to fundamental rights;

– improve the quality of life of its population; and

– ensure that everybody – regardless of age, mobility or ability – has equal access to all the resources and pleasures cities have to offer.

Telesales of subscriptions : France – Belgium – Switzerland

Since 2000, iNETcc has built up considerable expertise in the publishing sector, particularly in subscription campaigns for the French-speaking European markets and Dutch-speaking Belgium.

iNETcc has managed projects for the big names in publishing – Dupuis, Roularta, Mondadori, Bayard, Atlas… – from its centres in Belgium and Africa.

Hundreds of thousands of subscriptions have been sold since 2000, with a limited number of complaints thanks to optimised quality controls and extensive know-how.