About Dai Phat Trading and Services Company Limited

Established in 2007, Dai Phat Trading & Service Co., Ltd. is known as a leading enterprise in the field of providing electrical equipment products and construction materials. After more than 15 years of construction and development, Dai Phat has always strived, created, and innovated to diversify its business lines, bringing safe and quality products to help make life safer. and amenities. 

Until now, Dai Phat has diversified its business with the orientation of developing different industries and becoming a strategic partner of famous domestic and international companies such as Sunhouse; Kangaroo; Tran Phu; Thinh Phat; Schneider; Yankon; Viglacera; Inax…

With the orientation of becoming a trusted distributor, Dai Phat sets out the motto of creating sustainable results and making customers satisfied. Therefore, businesses have not hesitated to look for technology solutions to help improve service quality and employee performance. 

StringeeX Call Center is a solution trusted by Dai Phat with the goal of digital transformation for the customer service department, replacing the traditional contact center that has many limitations. 

To understand better, let's join Stringee to find out the concerns of Dai Phat's leadership with customer service activities and how StringeeX solves this problem in the next section.

Unable to manage the quality of customer service of employees

Previously, Dai Phat used landline phones as a communication device with customers. Its disadvantage is that it has limited features, is only used purely for making calls, and can only be used at work. This also makes it difficult to control calls between employees and customers because call recording files cannot be stored, call time and call rate of each employee cannot be counted.

Customers calling the contact center cannot reach the correct employee

Due to using the same hotline number for all departments, customers calling the contact center are confused and cannot reach the correct department, leading to having to call back many times or wait for the phone to be transferred to the department they need to contact. 

When customers call, staff do not know the customer information or the content of previous exchanges and often take time to ask to confirm the problem.

Easy loss of customer data due to lack of storage and management tools

Customer information is divided manually into each manager. This leads to data fragmentation in many places, not to mention when employees leave, businesses cannot control and recover all customer data that employees care for.

Realizing that the above issues are very urgent, directly affecting the company's service quality, Dai Phat came to Stringee and was advised on the most suitable solution for the customer service department with 3-4 employees. StringeeX Call Center. The software will focus on processing, coordinating, and managing incoming and outgoing customer calls while also supporting monitoring the operating efficiency of the entire system.

Call in and out conveniently right on the software 

As long as they have a login account, employees can listen and make calls right away on software accessed from a computer or phone application. Thanks to that, customer service is always guaranteed 24/7 without interruption or limitation of space or working time like a fixed desk phone. 

When a customer calls, the screen will also display the customer's name along with previous contact history to help staff quickly grasp information without having to ask again.

Easily manage customer contact through tickets

With the ticket feature, information about each customer interaction with the contact center is recorded in the form of an ID code for convenient lookup and management later.

The recording interface also allows tracking customer update history over time, chats, call recordings, and notes about customer needs. Besides, in the main content of the record, employees can call, compose emails, etc. with customers as well as set automatic work reminder tasks. 

Thanks to that, we can take care of customers quickly and thoroughly, without worrying about missing customers who need advice, thereby improving service quality.

Manage employee performance 

On StringeeX's Reporting interface, managers can easily track each employee's work results including call time, number of calls received, and call status. In addition, Stringee supports many reports & statistics for each call campaign, each period, ready to evaluate the performance of the call center at any time.

Conclusion

Completely converting from traditional contact center equipment to StringeeX smart software is the premise for digital transformation in the sales and customer service process at Dai Phat. Thanks to that, operating processes are optimized and service quality is improved. 

With the results achieved, Dai Phat's Board of Directors said they will continue to choose StringeeX as a technology partner in the future.