About A Dong ADG

A Dong Joint Stock Company is one of the five largest trading and distribution companies for plastic resins in the Vietnamese market, operating on a B2B model with large manufacturing enterprises as its main customers.

A Dong offers three main products: plastic resins, transportation services, and logistics services. After more than 10 years of operation, A Dong provides the largest portfolio of plastic resins on the market, with extensive warehouse systems, a strong fleet of vehicles, and fast delivery, and is a trusted partner of many suppliers both domestically and internationally.

With a young and enthusiastic team led by the business philosophy "Bright Heart Leading the Way," A Dong aims to become the most reputable enterprise in Vietnam in the plastics, transportation, and logistics industries.

A Dong strives to "Continuously strive to create high-quality products and services at reasonable prices. Implement appropriate remuneration policies."

The problem of A Dong ADG

As a B2B business, A Dong possesses a valuable asset in its global network of close partners and a list of corporate customers with high-value orders. However, A Dong still manages customer contact information traditionally using Excel files and through personal contact by sales staff.

This brings two risks to the business. Firstly, there is the risk of losing/missing customer information during storage and exchange due to the limitations of storing customer information in Excel files. Managing customer information this way also causes employees to spend a lot of time searching/updating customer information and lacks a history of customer notes to improve service quality—an important factor for the success of a B2B business.

The second risk A Dong faces is managing the work of sales staff. Previously, all contacts were made by sales staff through personal phone numbers with customers, so when they left the company, they could take the customer list to competitors, causing significant losses to the company. For the sales staff still working, it was difficult for A Dong to evaluate their performance since all call data was on the employees' mobile phones.

Additionally, with the traditional contact center system, A Dong could not identify when old customers called, nor proactively grasp the historical information about customers to provide the best advice and care. Consequently, A Dong has not optimized revenue conversion.

The solutions from Stringee

StringeeX is an intelligent contact center with mini CRM software features that help ADG effectively manage information and enhance customer service.

Efficient customer information management

With StringeeX, ADG's contact center staff can make calls, store call records, and manage customer information on computer software or mobile devices. All customer information will be automatically stored, managed, and easily searchable on a single software instead of being scattered across Excel files as before. A Dong’s employees can access the software, search, look, and receive and answer customer calls from anywhere with an internet connection.

StringeeX's contact center will automatically create a record whenever a customer calls A Dong ADG. Each customer will be stored in the StringeeX system as a contact with a complete phone number, name, position, company, exchanged contents, and related issues.

For each customer, StringeeX helps A Dong staff set up automatic features such as call-back reminders, appointment scheduling, and task status updates. When an old customer calls back, the system will automatically display all the information about this customer to the sales staff receiving the call. When the sales staff answers, a new record is automatically created to note the information of the ongoing call. At the same time, staff can search the entire contact history, and listen to call recordings with customers to find appropriate solutions.

ADG employees can also make/receive calls directly from the StringeeX software on the website or the StringeeX app on their phones. They can set up outgoing calls to their phone numbers when going out or in areas without a signal to ensure continuous customer contact 24/7, increasing sales efficiency, revenue, and customer satisfaction.

Managing sales staff performance

With reporting, recording, and monitoring features for management on StringeeX, A Dong ADG can easily monitor the quality of customer service and the performance of each employee. Management can quickly evaluate staff performance through statistics on call duration, missed call rates, response speed, and activity status.

When old employees leave, new employees can easily take over customers without difficulty through fully stored history information on the software. The company scientifically stores and manages customer data, avoiding unnecessary information loss.

Cost savings

With the intelligent contact center, A Dong not only establishes a professional greeting when customers call the contact center but also saves outgoing call costs for the business. A Dong’s employees can call customers using SIP numbers or choose to use in-network calling with the customer's number to save call costs. With this solution, A Dong ADG can save up to 40% in costs.