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Case Study

Delivering the Goods for a Southeast Asian E-commerce Leader

Relia group is serving the same project of client business in the Philippines, Vietnam, and Thailand. Our depth understanding of local business and group synergy among companies can contribute to delivering excellent customer support services to the client.

Challenge

Southeast Asia's largest mobile e-commerce platform was looking for a partner to support their expansion, maintaining CSAT scores and KPI targets, and establishing structured collective management for quality assurance at all sites.

Solutions

We proposed cross-border operations, leveraging Relia's:
  • multiple locations, which enabled us to launch 50-seat operations each in Thailand, Vietnam, and the Philippines. We established operation structures and customer support, customized per country, and selected centers with high scalability, ensuring that local resources could be quickly hired for future growth.
  • dedicated quality control teams, led by Six-Sigma-certified management staff, which revised operations manuals and procedures to address the client's previous issues with increasing inquiries, along with deteriorating resolution rates and customer satisfaction. The teams also worked to deepen operational understanding and raise customer service skills through agent analysis and small-group study meetings.
  • expertise in communication, coordination, and continuous quality improvement across multiple countries. On top of direct contact with the client, Relia regularly holds monthly meetings with the operations managers of each site to share challenges, best practices, successful case studies, and issues, solutions, and lessons learned. In this way, while remaining uniquely attuned to its specific market, each site benefits from and contributes toward KPI, service, and quality target achievements.

Results

  • We provided 1,000 FTEs across all three countries.
  • The client enjoyed a CSAT of over 90%.
  • Operational size grew by 6x.

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