Various applications and systems had been built and operated at the call center site

Altius Link Inc. is developing contact center operations in a wide variety of industries, including customer support for products and outbound marketing.
The company had built basic systems for incoming and outgoing calls, internal FAQs, etc., in accordance with the business requirements and security regulations of each customer, and utilized various CRM applications.

Therefore, they asked AsiaQuest to develop a centralized proprietary system.

CRM System Development for Different Environments with Flexible Architecture

AsiaQuest undertook the system development by conducting in-depth interviews and making proactive proposals based on the RFP. We then took charge of the project from the definition of requirements to the construction of the architecture.
The information data used in the CRM system included highly confidential information, and in some cases the client's policies did not allow the use of a Web system.

Therefore, we designed and built a flexible system architecture to provide a Web-based system for various environments, a desktop-based system for environments with only a desktop environment, and a client-server system for environments without an external Internet connection. This allows the system to respond appropriately to different environments.
This enabled the system to respond appropriately to different environments.

No-Code System Setup

In response to the request from the clients, we adopted Windows Presentation Foundation (WPF) as the GUI development library because of its excellent flexibility in terms of UI.
We designed and developed an application that allows on-site staff to freely edit input items and layouts from the management screen, and to arrange them by drag-and-drop.
We designed and developed an application that allows on-site staff to freely edit input items and layouts from the management screen, and to arrange them by drag-and-drop.

Speedy start of new projects and a support system that easily reflects improvements

In the past, setting up a CRM system for a new project required development and configuration through dedicated system personnel and outside vendors, and it could take a week or more to start the project. Now, however, it is possible to set up the CRM system on a site-by-site basis, enabling projects to start quickly.

After the system is released, we continue to operate and maintain the system. We also provide customer support to respond to inquiries from within the client's organization and provide assistance in setting up and implementing the system.

This consistent support system enables us to respond directly to customer requests and continuously add and improve functions, and we have realized the benefits of utilizing a centralized and unique system.

Planning of measures for company-wide introduction and functional expansion

In order to introduce our original CRM system more widely throughout the company, we will plan and implement measures such as in-house study sessions.
We are also planning to implement a "user condition management function" that will allow staff to enter their physical condition for the day so that managers can monitor it.

Feedback from customers using this system

We have been using our own CRM system for more than 100 operations in our company so far. We feel that the development of our own CRM system has been an advantage to our business, hereinafter.

• Shortened lead time from order receipt to start of business by setting up the system with no code.
• Standardization of schedules and costs related to system construction
• Strengthening our ability to make proposals to clients (quick delivery, visualization of schedules and costs)