Background and Challenge
End user is one of the world’s largest chain of fast food restaurants which have more than 200 branches in Hong Kong . Due to the immature of take away delivery service system, it cannot deal with massive ordering phone calls. Therefore, the turnover of take away delivery service is dramatically decreased. In this case, the end user decided to deploy the take away hotline center in order to increase the turnover. Customer has proposed “is it possible to provide 7x24 uninterruptedly ordering hot line service”, “how to solve the seats arrangement which understaffed during the peak hour”, ”are the staffs have general knowledge of geography of Hong Kong and experience in handling take away delivery service”

Solution
Diyixian Anlai IP Call Centre has offered following solutions and services to the end user:

Result

In 2008 Q3, one of Diyixian’s Business Partners – Information Processing Consultants, Ltd. (IPc) (www.ipchk.com), an IT solutions provider providing ERP solutions, networking solutions, Voice over IP (VoIP) and managed services with over 20 years of experience, engaged with Diyixian to provide a complete ICT solution to one of its customers for improving the workflow efficiency in terms of process control and management.

Customer Background
The end-user is a Hong Kong based garment manufacturer with two factories located in China , specializing in design and production of garment products exporting to many countries all over the world. As the company continues to expand, consolidation of all existing system platforms into a single management system with stable data-transfer media are the key to success.

Situation
In order to cope with business expansion, a user-friendly enterprise resources planning and management system (ERP) to manage back offices and production floors, and to communicate with outside world by adoption of secured Internet technologies and XML have become an important element for improvement. Furthermore, stable network connection between HK and China for the ERP data transfer, as well as email system and voice applications are equally critical.  

The Solutions
Every company’s requirements are unique. IPc consultant team discussed with end-user’s IT and management teams many times to fully understand every single point that end user concerned. Integrated Garment System (IGS), IPc’s flagship web based ERP system for garment industry, was tuned to fulfill all end-user needs and finally proposed and accepted by end user as the system solution. Very user-friendly, highly adaptable and expandable with tailor-made unique features were the main reasons why end-user chose IGS to support their future growth.

In addition, as IGS needed a stable network platform between all locations of deployment, IPc proposed to adopt Diyixian’s DYXnet OneVPN Solution together with an existing E1 IPLC to form a load-balancing infrastructure for high availability purpose.

After deployment, end-user was satisfied with the productivity improvement, as well as Diyixian’s single support contact window for the OneVPN solution.

The advanced distributional IP technology has been adopted so that the seats assignment are not limited to region, server environment and the communication network.

Unified of multi-media: Pronunciation, email, facsimile, mobile phone, message, and online communication

Provides different kinds of application management system which can be further developed according to customers’ need

More than 100 technicians that provide hardware and software technical support

All the technicians obtained CCNA / CCNP certification

24 x 7 technical support and system surveillance

Network covers the Greater China region, Hong Kong, Taiwan and Singapore

Supports Mandarin, Cantonese and English

Provides many kinds of employment advertisement channel, more than 15000 professionals which satisfied the condition in database

More than 5 years of VoIP Phone and call centre operation and management experience

More than 7 years experience of operating call centre, provides the VPN network and VoIP application for Greater China region which ensures the quality of staffed and call centre’s system stabilization.

More than 1000 staffed located in Guangzhou and Shanghai. The service covers dining, logistics, media, education training, retail and insurance industry.

Mature staffed that experience in problem solving

Focuses on different kind of business in order to deploy the workflow

With ISO20000 I.T.S.M certificate which make sure all the customer’s data is not revealed

Regularly and continuous training and KPI examination which enhances staff’s morale and achievement

Experienced senior project management team is involved