Success Stories
For more than 15 years, ZRG has continued to meet with success
NAFA AND ZRG CELEBRATE 6 YEARS OF SUCCESS
NAFA contact center is more than just a point of contact for their
customers. It plays a key role in gathering critical data about the customers and
user activities. NAFA has been using ZRG's OneView Contact Center solution
for the last six years with great success. With greater visibility provided by the
Contact Center, it is easier for NAFA to assess the company progress, team
productivity and service quality of the customer services.
LARGEST BANK IN SUDAN USES ONEVIEW CONTACT CENTER BY ZRG
Bank of Khartoum (BOK), the largest bank in Sudan was planning
on rolling out a wide range of innovative products and services. BOK goal was
to create an edge by offering innovative ways of delivering the services
resulting in higher customer satisfaction. At the time, the banks call centre
was using a basic setup that was developed to serve a few traditional
products to a much smaller branch network. This call centre setup could not
be expanded to support BOKs rapidly expanding needs and hence, the new
banking products and services could not be launched right away.
BANK ALFALAH BANGLADESH SUPPORTS NEW PRODUCTS WITH ONEVIEW
By using the OneView solution from ZRG, Bank Alfalah
Bangladesh is able to cater to the needs of an increased number of customer
through more capacity, efficient routing and faster and accurate data
posting. At the same time, it improved customer satisfaction, thanks to
intelligent profile based handling of each caller that ensures that the
customer gets the best service in a most effective way. The comprehensive
quality management, supervision and MIS reporting tools provide detailed and
summarized information on the traffic trends, agent performance and activity
analysis. With OneView solution in place, Bank Alfalah can also keep
maintenance costs at a minimum, due to simplified architecture and optimum
reliability.
LATEST ZRG SOLUTION HELPS INDUS MOTOR INCREASE CUSTOMER
LOYALTY
Indus Motor Company provides a growing range of automobiles
for its all age of customer spread across 33 nationwide dealer sales and
support through a fully equipped and dedicated Customer Assistance Centre.
After ZRG installed latest Contact Center solution at their Customer
Assistance Center, Indus Motor Company has been able to provide timely
response and support to its customers and while delivering a Delightful
Customer Experience.
DYNAMIC SELF SERVICE SOLUTION BRINGS EFFICIENCY TO WARID
TELECOM
Warid Telecom, a venture of Abu Dhabi Group, is a leading
cellular service provider in the region. The company was facing some
challenges: the growing subscriber base was experiencing congestions while
trying to get service or place new orders and the company was unable to
launch and support advanced services. With a nation-wide subscriber base of
32+ million and an eye on expanding its operations - the company needed to
find a better way of managing the more than 250,000 calls coming in daily for
status inquiry and service activation.
UFONE REDUCES COST AND INCREASE PRODUCITIVITY WITH ZRG CONTACT
CENTER
UFone GSM provides a full range of corporate and retail based
cellular phone services to over 20+ million subscribers. The company has a
nationwide network of signaling tower sites and office locations in all the
major cities in the country. A significant proportion of UFone GSM sales and
services business is done over the phone. Three contact center locations are
staffed with groups of representatives to assist the customers in service
ordering, complaint handling and account related customer services.
OIL MARKETING GIANT MANAGES OUTLETS WITH ONEVIEW PARTNER MANAGEMENT
PSO, one of the leading oil marketing companies, in the
country is a major fuel supplier to aviation, railways, power projects, armed
forces and agriculture. Additionally, to serve the automotive sector in the
retail market, PSO has a network of over 3000 distribution outlets, including
1,600+ sites known as New Vision Retail outlets. The new vision outlets are
equipped with modern facilities like electronic dispensing units, convenience
stores, business centers, Easy Payment Centers and customer friendly staff to
provide unmatched and diversified services to its customers.
MOBILINK CONTACT CENTER BY ZRG GETS SELECTED AS INTEL SUCCESS
STORY
World Technology leader, Intel Corporation, USA selected a ZRG
Contact Center site as a topic for their success story. Intel carried out a
case study of one of the most advanced Contact center solution installed at
Mobilink GSM, and decided to include it on its premier Contact center
solutions web site. The Contact center solution, provided by ZRG, features
some of the latest technological innovations and unmatched capabilities. This
was the first time a call center solution form ZRG was included in any such
study carried out by Intel Corporation, USA.
LARGEST COURIER COMPANY LAUNCHES MODERN CONTACT CENTER
Ever since its inception in 1983, TCS Pakistan has continued
to lead, the courier and logistics service industry in Pakistan through
innovation, pioneering spirit, commitment and passion. TCS was expanding its
operations on a large scale and providing diversified products and services
to retail and corporate customers. The management had a clear vision about
the upcoming challenges and the need for providing exceptional customer
services. For that reason, the company decided to establish a full-service
contact center facility in the newly built premises near Karachi Airport.
This center would provide information and answer to queries of new and
existing clients. ZRG deployed a very flexible contact center that enabled
TCS to support its customers and also all the other business segments using
the multi-modal capabilities of ZRG solution.
BANK MANAGES TREMENDOUS GROWTH WITH ZRG SOLUTION
Bank Alfalah, a dynamic UAE based bank in Pakistan, was
rapidly growing with a network of branches in many cities in Pakistan. The
bank is engaged in commercial banking and related services. The banks goal
was to continue with its aggressive expansion plans by offering new products
while increasing its customer base and at the same time maintain its
reputation as an innovating and caring bank.
SHIPPING GIANT INCREASES CUSTOMER SATISFACTION WITH ONEVIEW
CONTACT CENTER
Maersk is one of the largest liner shipping companies in the
world, with a significant presence in Pakistan. Maersk has been experiencing
noteworthy growth in terms of business activity and sales volume, and
customer base over the years. The incoming call traffic has also seen a
substantial increase, resulting in the needs to have a proper system to
maintain customer relationship. To overcome this deficiency, the management
of Maersk evaluated various available call handling solutions from the market
and unanimously decided to award the contract to ZRG International for
setting up a multi-modal call center for its three companies.
LARGEST PRIVATE INSURANCE COMPANY GETS COMPETITIVE EDGE WITH
ZRG HELP
EFU Life, the largest private sector life assurance company in
Pakistan, enjoys more than 50% of the market share in the private sector life
premium income. EFU Life has been experiencing tremendous growth in its
business in the form of new customers and additional revenues from existing
customers. In order to manage communication and increase interaction with its
customers, EFU decided to setup a proper Customer Services Center, equipped
with the latest tools and technology to help the company in providing timely
responses and personalized services to its customers
To learn more about the details of the above success stories,
contact us today.
