Servion, Brandt Alliance to Deliver Holistic Customer Experience Solutions

Nov 7, 2013 (Thu): MSC status companies Servion Global Solutions, world leader in Contact Center Management (CCM) and Customer Interaction Management (CIM) solutions and Brandt International, a Malaysian company specializing in Business Transformation Consulting and Business Process Managed Services today announced their agreement to provide a full suite of Customer Experience (CE) solutions in Malaysia and the region. Extending Servion’s global expertise in providing CE services to global brands from the financial services, healthcare, telecom, insurance, aviation sectors, the companies will jointly focus on these key sectors in Malaysia.

Servion brings its strong strategic consulting, technology implementation expertise and global experience to the table. Brandt International, a fast growing Malaysian firm, has been identified as one of the most promising business process outsourcing (BPO) and knowledge process outsourcing (KPO) service providers to go regional and global under the National Key Economic Area (NKEA), Business Services (Entry Point Project) category. Brandt adds the much-needed local knowhow of the Malaysian market. In preparation for the launch, Servion-Brandt have been actively pitching their services to local brands and found strong traction amongst local small and large enterprises.

Abhijit Banerjee, Vice President and Region Head, APAC, Servion Global Solutions said, “This is a perfect timing for the Servion Brandt partnership. There is huge buoyancy in the Malaysian economy. Millions of customer interactions are taking place, most of which unfortunately are very low on customer satisfaction. We can help organisations fix that. While the consumers have become consumers 2.0 with the help of smart devices, all pervasive inexpensive mobile broadband, Customer Experience being provided by companies remains archaic. We can dramatically alter this situation by specifically providing remedial consulting solutions. Additionally there is a huge opportunity in supporting Malaysian companies to build infrastructure for customer service jobs and take advantage of the benefits being provided by the Malaysian government.”

Datuk Badlisham Ghazali CEO, Multimedia Development Corporation (MDeC) said, “Malaysia continues to offer clear competitive advantage as a preferred outsourcing destination in Asia. Today, nearly 300 foreign and multinational companies have set up regional and global shared services and outsourcing centers in Malaysia, bringing along billions of Ringgit in investment value and creating thousands of jobs. This is complemented by local grown sources who perform various SSO activities, ranging from IT and business process outsourcing and increasingly, knowledge process outsourcing.”

Added Datuk Badlisham Ghazali, “Servion’s and Brandt’s partnership clearly indicate the readiness of home grown outsources to move into the global arena. I look forward to seeing the fruits of Servion’s and Brandt’s partnership as agents of change for Malaysia’s customer service industry.”

Said Munirah Looi, CEO/President and Founder of Brandt International, “We are very proud to partner with a market leader like Servion. Many local and foreign companies based in Malaysia will need to develop a customer engagement strategy to deal with customers in the region and globally. As a Malaysian company, we are proud to play a role in improving our country’s customer service standards. We hope that our partnership will also allow us to tap into green field opportunities in the region and beyond.”

“Our partnership with Brandt is complementary as it brings a people element to our offering in Malaysia. While Servion provides the design capabilities to help organizations align their CIM strategy with their brand promise, Brandt’s expertise is in people strategy development supported by process re-engineering and change management intervention.” Abhijit added.

The Servion-Brandt alliance will provide separate and unique approaches to target mid-market and large enterprise companies. For the mid-market and the SME sector, there will be a packaged approach combining consulting and technology implementation, helping companies set up contacts centers of up to 100 seats in 30-90 days time. However the approach for large enterprise customers will be comparatively long-drawn requiring detailed discovery, design and deliver phases.

Author: Terry KS

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