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ITS PROFILE

Interactive Technology Service (Shanghai) Company Limited (ITS) was established in August 1998 in Shanghai. In April 2001 the company successfully went thorough ISO certification, making it the first call center in China to have an ISO9001 Version2000 certificate.

As a Customer Relationship Management (CRM) center, ITS offers a broad range of services and capabilities designed at helping corporations develop stronger, effective and more comprehensive customer service programes. Services include call center capabilities, develop CRM management strategies, create tailored customer care solutions, sales & marketing support, help corporations better manage their customer data and information, agent training programes and consulting services. In addition to this ITS has formed strategic partnership with alliances who are experts in the fields related CRM, such as web advertising and virtual image.

ITS’ leading edge interactive Customer Contact Center was developed in corporation with major international CRM suppliers including AT&T (network solutions), Lucent Technologies (computer telephone integration), Hewlett Packard (computer units) and Oracle (database). The Center’s state-of-the-art technology allows multinational and Chinese corporations to establish existing and potential customer information database using multi-channel communications such as telephone, fax and web dynamics.

The Company’s multi-national capabilities offer customers several communication channels to access information and to provide valuable product or service feedback. The information is then processed using ITS leading-edge technology to create a comprehensive central database of information that gives corporations more in-depth knowledge about their users or consumers. This includes meaningful demographic and customer profile information, behavior pattern and feedback which corporations need in order to make intelligent assessments on markets, consumer segments and product development, thus launching effective marketing strategies. Simultaneously, ITS works closely with clients to define needs, develop innovative strategies and carryout its applications. Presently the client portfolio of ITS consists of over 30 companies both multinational and national with different scopes of work.

Supporting the technology are ITS work processes and employees. The company’s process systems, some of the most advanced in the industry are providing clients quality assurance especially now with the ISO certification. In its commitment to provide quality services to clients and customers, all employees are selected based on service attitude and capabilities such as typing skills and familiarity with the computer software used in the call center. Consistent training programes are featured to ensure the high quality standards of employees as the market becomes more and more challenging. Presently ITS has the capacity of 100 agents working and handling millions of calls at any one time.

Spearheading the Company and its operations is a team of qualified and experienced management personnel made up of both expatriates with Chinese background who have worked and lived in China prior to joining the Company, and PRC nationals – all having worked in the call center, service and marketing industries.

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SERVICE CASES

In the past three years of operation, ITS has had the opportunity to work with several multinational organizations. This now continues as more and more local and multinational organizations choose to appoint ITS as their strategic marketing partner and CRM professional.

Following are four companies and the services provided by ITS.

1. INTEL

Games & Event Registration

INTEL is a leading edge innovator in technological solution best known for its ‘PENTIUM’ computer chip processor. ITS was commissioned to conduct a high level event invitation during Intel’s chairman visit to Shanghai. This event is opened to top management personnel of selected technology companies in China. All selected attendees were contacted via four outbound calls within a period of fifteen days that includes event introduction, appointment setting, event registration and confirmation of attendance.

2. JOHNSON & JOHNSON CLEAN & CLEAR

Hotline

Clean & Clear is a leading brand in teenage facial skin care sector of Johnson & Johnson. ITS has been appointed as Clean & Clear customer service hotline representative since 1999. Our agents are trained to deal with answering questions from product information, skincare consultation to complaint handling as well as reinforcing Clean & Clear Regiment steps. The program also includes educational knowledge such as seasonal skincare tips, measurements and research that provides further marketing insights on data collected.

 

3. UNILEVER

Research/Data Collection

Unilever is one of the most diversified fast moving consumer goods that belongs to the Fortune 500 companies. It is very well represented in China; from soya sauce to Walls Ice cream and a wide range of household products. The company has established a network that covers the whole of Greater China. ITS was commissioned to set up an inbound hotline for promotional data collection. This was in support for Lux and Hazeline shampoo promotion whereby distributor will call the hotline to report specific data. After capturing all data the specially designed program will cross tabulate the information into required report format for further quantitative research purpose.

4. L’OREAL

Internal Support

L’Oreal, a leading French cosmetic company represented in China market through brands such as, L’Oreal, Lanc?me, Vichy, Maybelline and Helena Rubinstein. ITS was requested to design an efficient data collection program to support its sales department in managing over several hundreds cosmetics counters in Shanghai. An inbound hotline number was set up to collect the specific data required by L’Oreal on a daily basis. Each counter was assigned an ID number. The sales representative of each counter were required to call the hotline between 10pm-12pm, quote ID number and provide the specific data. The program ran over night and the automated reports were sent via e-mail and fax to reach the Sales Director before 9am the next morning.