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.

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