Case Study

Telin

"SCAPE's IVR system has helped the Indonesian Government Organisation in Australia increase First Call Resolution (FCR) rates by 20%."

– Head of ANZ Business Development, Telin

1. The Business

Headquartered in Jakarta, Indonesia, Telin is an international communications carrier with 58 points of presence, 10 global offices, and 19 data centres situated across the world.

An arm of Telin’s Australian operation focuses on providing technology support to Indonesian enterprises that are based in Australia including the Embassy of the Republic of Indonesia, a Government agency delivering assistance for immigration, visa and consular services.

2. The Challenge

For many years, the Embassy of the Republic of Indonesia, Sydney and the Embassy of the Republic of Indonesia, Melbourne utilised an aging on-premise telephony system that caused operational inefficiencies, an inconsistent view across the customer journey, high transfer rates and customer frustration.

3. The Solution

Telin chose the SCAPE Cloud Contact Centre solution to transform the customer experience for the Embassy of the Republic of Indonesia, Sydney and the Embassy of the Republic of Indonesia, Melbourne.

“SCAPE is a scalable solution that is designed for anyone to use. In comparison to other market offerings, we would have needed a much larger team with specific knowledge to be in the position to effectively support the Embassy of the Republic of Indonesia”. (Head of ANZ Business Development, Telin).

4. The Benefits

  • Improved caller experience
  • Automated out-of-hours communication
  • Real time monitoring
  • Customer journey insights
  • Enhanced call quality which reduced online complaints