Nature of Business
F&N Coca-Cola (M) Sdn Bhd (F&NCC) is Malaysia’s largest soft drinks manufacturer and distributor with 22 offices throughout the country. Currently, F&NCC’s broad beverage portfolio of carbonated drinks, isotonic, Asian selections, fruit juices and mineral water accounts for 38% of the Malaysian “ready-to-drink” market and 65% of the nation’s carbonated soft drinks market. F&NCC’s market share is now four times greater compared to its nearest competitor.

Application of Enterprise SMS
F&NCC uses Enterprise Direct SMS to run their Partner Rewards Loyalty programme with traders who operate businesses such as coffee shops and provision stores. The company enjoys improved efficiency, flexibility and cost-savings by using Enterprise Direct SMS to:

• Send messages on points, rewards, offers and event reminders.

• Communicate effortlessly to more than 27,000 partners on its database.

• Drive their customers to the call centre and website for more information.

Advantages & Benefits

• Cost-effective: With Enterprise SMS, the company saved on costs normally spent on developing, implementing and running a programme with printed materials.

• Time-saving: Less time spent on briefing different parties to develop direct mailers compared to previous efforts.

• Total control: The company enjoys the flexibility of running their programmes according to their own timing and planning their schedule of communication messages.

• Highly effective: SMS sent to each customer cuts through the clutter of conventional direct mailers. Many partners who turned up at the events actually referred to the SMS rather than the mailer that was sent to them. The company recorded a marked increase in attendance.

Nature of Business
Fuji Xerox Asia Pacific Pte Ltd is a global manufacturer of office systems for document creation and publishing. Its products include network and standalone digital black-and-white and colour printers, copiers, electronic scanners, plotters, multi-function devices, document management software and document supplies.

Application of Enterprise SMS
Apart from producing top quality products, Fuji Xerox is also committed to top quality after sales service. With Enterprise SMS, the company is able to send instant updates on each problem and location to nearly 200 engineers, as and when they receive phone calls from customers.

Advantages & Benefits

• Improved accuracy and efficiency: Written messages via SMS leave little room for mistakes in the translation of the message to the engineer, leading to increased efficiency. Moreover, the company is able to record when the engineer receives the message and the time of completion.

• More savings, less calls: The engineers no longer need to contact the call centre for the next appointment as they receive their next appointments via SMS, which saves the company time and money.

• Higher productivity: The company witnessed a dramatic increase in the productivity of their engineers since this system was introduced.

• Customer satisfaction: Customers are happy when they hear about this service as they are convinced that this will mean better service for them.

Nature of Business
SRG Asia Pacific Sdn Bhd (SRG AP) is a leading Business Process Outsourcer (BPO) with specialist capabilities in the area of customer communication and customer relationship management. Armed with specific domain knowledge of CRM, marketing and contact centre expertise, SRG AP has been acknowledged as Malaysia’s top performing contact centre in 2004 and 2005, as well as Regional Call Centre of the Year in 2005.

Application of Enterprise SMS
A multi award-winning call centre, SRG AP handles as many as 30,000 calls a day. Passionate about knowing how customers feel and think, the company is committed to improving every interaction and uses Desktop SMS to track customer satisfaction of their team of agents.

Advantages & Benefits

• Cost-effective: Instead of hiring, training and managing a team to conduct the survey, the company achieved better and more cost-efficient results by using Enterprise SMS.

• Instant responses: With Enterprise SMS, the company was able to receive more accurate responses to the survey by sending out an earlier blast, with a follow-up within a critical 24-hour period where respondents are still able to recall their interaction with the agent.

• Flexibility and control: It allows the company to tailor the survey according to a specific need, time and place with total control.

• Tailored business processes: After initiating a number of changes in the company’s current processes, the survey was able to determine whether those processes had indeed helped to improve the customer-agent interaction and increase customer satisfaction and resolution.