Customer operations, transformed at scale
How banks, fintechs, retailers and hospital groups run their entire customer operation on one platform, and what changed.
Running a WhatsApp concierge that reaches back before you ask
Three in four Ace Drive conversations happen on WhatsApp, answered in about two and a half minutes, with a third of them started by the concierge rather than the renter.
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Putting every weekly deal on Viber, and getting replies back
DALI sends promos, new store news and restock alerts to Filipino shoppers from a verified Viber sender, with every reply landing in the same inbox as every other channel.
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Turning abandoned carts into recovered sales with an AI agent
TN Nursery has Kai call, text and message shoppers the moment a Shopify cart is abandoned, converting half the calls it connects, and handling 94% of support on its own.
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Supporting three markets and five channels from one desk
Yindii answers food heroes on in-app chat, LINE and WhatsApp across Singapore, Thailand and Hong Kong, resolving in about ten minutes so the pickup still happens.
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Launching multilingual support on day one, with no call center
One Wallet went live with email, in-app chat, Instagram, WhatsApp, Facebook and Messenger in one inbox, answered in English, Russian and Thai by one small team.
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Turning a busy WhatsApp line into a real contact center
Eight in ten of SomBank customers message rather than call, so WhatsApp is the main line: queued, routed, answered in English or Somali, with tiered service levels behind the hard cases.
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Answering phone and social alike in seconds, in two languages
A Bank runs voice, Facebook, Messenger and email as one bilingual contact center, with every case timed, categorised and rated, and a median first response of 13 seconds.
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Serving three languages across six channels from one inbox
Credit+ brought WhatsApp, Instagram, Facebook, TikTok, live chat and email into a single multilingual inbox, with sentiment scored on every conversation so frustration surfaces while it can still be fixed.
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Answering live sport fans in seconds at match day peaks
TrueVisions NOW put the Kai AI agent in front of live chat, so match day surges are answered instantly in Thai and English, and content questions become package recommendations instead of queue.
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Reselling customer experience across a telecom enterprise base
Ooredoo Business added a recurring contact center line of business to the connectivity it already sold, growing revenue per account 3x and turning price sensitive links into accounts that renew.
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Consolidating patient communication across a hospital network
Navavej replaced fragmented call handling with a single patient communication platform, separating clinical escalations from appointment traffic and giving supervisors visibility of both.
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Scaling delivery support across a regional logistics network
Ninja Van standardised parcel enquiry handling across markets and channels, absorbing seasonal volume without expanding headcount in proportion to it.
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Standardising customer communication across a dealer network
Toyota unified voice and messaging across branches onto one platform, replacing locally managed channels with a consistent, measurable customer experience.
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Modernising a hospital call center operation
Asia Royal moved from a switchboard model to a managed contact center, with routing, service levels and recorded interactions across every patient enquiry.
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Bringing policy and claims conversations under governance
XtraSure centralised policyholder communication so claims and renewals are recorded, auditable and reportable, rather than distributed across individual inboxes and handsets.
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Unifying customer engagement across retail channels
Sweety Home consolidated its messaging channels into a single managed queue, so campaign-driven demand is handled at a predictable service level.
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Centralising student engagement across learning centres
Wall Street English brought enrolment and student support onto one platform, giving each centre a shared view of every prospect and student interaction.
Read the case studyEvaluating a similar programme? A thirty minute working session on your channels, volumes and service level targets.
What they have in common
Different industries, the same three problems before they moved.
Conversations in too many places
Calls in a PBX, chats on personal phones, email somewhere else. No single view of a customer, and no reliable way to measure response times.
Volume growing faster than the team
Peaks handled by hiring, which never arrives in time and costs more every year.
Numbers nobody trusted
Reports assembled by hand from systems that counted things differently, so nobody acted on them.
Plan your consolidation
Talk to the team about migrating voice and messaging onto one platform, or evaluate it yourself on a single channel first.
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