e-print

Being a leading printing service provider in Hong Kong offering high quality and speedy printing services, ePrint has a telephone support center manned by over 100 agents handling all sorts of customer service enquiries. It is possibly one of the busiest commercial setup servicing daily average of 5000 calls in Hong Kong. Core to the center’s IT infrastructure is a computer telephony setup comprising of a IP based telephone system with 200 internal extensions linking up agents in 11 Hong Kong shops and 4 China offices, a contact center agent management software, an enterprise resources management system (ERP) with a front end customer relationship management system (CRM) and an interactive voice response system (IVRS).

The computer telephony integration allows agents to place sales orders for customers, inquire production and delivery schedule for them. When agents are busy, customers can check via the IVRS on order, delivery and payment status. The same IVRS can also be programmed to call customers automatically reminding them to pick up and pay for their orders.

Subject to intense market competition for service responsiveness and quality, ePrint decided in 2016 they had to look for the replacement solution of their ageing telephone center that could connect to their then in-house developing ERP cum CRM system in order to compete. After surveying the mostly global brand contact center solutions, they reckoned those not only expensive to acquire and deploy across Hong Kong and China but were almost impossible to integrate with their home-grown ERP system not to mention many customizations required for the industry.

ePrint began to search for a local development company with the relevant computer telephone integration project experience for the project. Backed by many large government and commercial deployment experience since 2005 till recent days, KanHan’s HanPHONE computer telephony platform stood out easily as a local market leader with proven local development commitment for continuity. An evaluation project was initiated in 2017 to study how the HanPHONE contact center software can be enhanced to meet ePrint’s specific business requirements. The order was subsequently confirmed resulting to the replacement solution being scheduled with the following three phased release.

Phase 1: Installation of HanPHONE software based IP-PBX system connecting 11 Hong Kong shops and 4 China offices

Phase 2: Customization of HanPHONE contact center software and the setup of IVRS system to ePrint’s operational requirements.

Phase 3: Development of the HanPHONE interface to ePrint’s ERP/CRM system

The complete integrated system designed running on a nonstop high-availability hardware platform was successfully launched in May 2019. KanHan has once again proven our home grown technologies and service is the best fit for local business requiring a sophisticated contact center setup connecting their customers via telephone.