CReATION: Humanising the Web experience in Asia

<p>In an effort to humanise the Internet experience, WorldGroup </p><p>Consulting and TeleCare have announced a partnership to provide </p><p>Web-enabled consulting services to companies across the region. </p><p><BR><BR> </p><p>Sydney Yuen, CEO of TeleCare and executive director of Systek </p><p>Information Technology, told CReATION it was essential to bring back the </p><p>human factor in customer care over the 'Net if CRM efforts were to be </p><p>effective. </p><p><BR><BR> </p><p>He attributed the recent spate of dotcom lay-offs to "little human </p><p>contact" and lack of customer service management, adding that most Hong </p><p>Kong-based websites do not offer any point of contact for users of their </p><p>site. </p><p><BR><BR> </p><p>"Enterprises must transform traditional customer care services with </p><p>e-commerce and provide more personalised online business. Failure to </p><p>establish user-friendly CRM procedures can spell disaster for both </p><p>dotcoms and traditional business," Mr Yuen said. </p><p><BR><BR> </p><p>TeleCare's sister company Systek Information Technology is to supply the </p><p>partnership with local consultants, engineers and its solution </p><p>ezConnect. </p><p><BR><BR> </p><p>The solution allows multiple users to communicate with customer service </p><p>representatives through real-time chat and voice-over IP, as well as </p><p>permitting document sharing and online purchases that involve </p><p>e-signatures. </p><p><BR><BR> </p><p>Customer service representatives are also able to manage communications </p><p>with clients, such as e-mails, voice mails and faxes, from a single </p><p>inbox. </p><p><BR><BR> </p><p>WorldGroup is to carry out extensive evaluation for TeleCare before </p><p>implementing the Web-enabled CRM solution into the interactive </p><p>centre. </p><p><BR><BR> </p><p>According to Tan Say Han, managing director of WorldGroup Consulting for </p><p>Asia, the regional CRM market (excluding Japan and Korea) is valued at </p><p>an estimated US$1 billion. </p><p><BR><BR> </p>