CReATION: Humanising the Web experience in Asia

In an effort to humanise the Internet experience, WorldGroup

Consulting and TeleCare have announced a partnership to provide

Web-enabled consulting services to companies across the region.

Sydney Yuen, CEO of TeleCare and executive director of Systek

Information Technology, told CReATION it was essential to bring back the

human factor in customer care over the 'Net if CRM efforts were to be

effective.

He attributed the recent spate of dotcom lay-offs to "little human

contact" and lack of customer service management, adding that most Hong

Kong-based websites do not offer any point of contact for users of their

site.

"Enterprises must transform traditional customer care services with

e-commerce and provide more personalised online business. Failure to

establish user-friendly CRM procedures can spell disaster for both

dotcoms and traditional business," Mr Yuen said.

TeleCare's sister company Systek Information Technology is to supply the

partnership with local consultants, engineers and its solution

ezConnect.

The solution allows multiple users to communicate with customer service

representatives through real-time chat and voice-over IP, as well as

permitting document sharing and online purchases that involve

e-signatures.

Customer service representatives are also able to manage communications

with clients, such as e-mails, voice mails and faxes, from a single

inbox.

WorldGroup is to carry out extensive evaluation for TeleCare before

implementing the Web-enabled CRM solution into the interactive

centre.

According to Tan Say Han, managing director of WorldGroup Consulting for

Asia, the regional CRM market (excluding Japan and Korea) is valued at

an estimated US$1 billion.