Ai Systems is a New Zealand-based Fintech company that offers payment solutions for the hospitality industry, mainly restaurants and cafes. In addition to the point of sale system, Ai Systems also runs a multi-store management system and a customer loyalty program.
The Challenge
Due to significant growth since its establishment in 2018 Ai Systems needed a better way to serve and support its customers.
WeChat was the only channel for customers to contact the business. Initially it worked well, as the primary customer base was Chinese and used to communicating via this channel. However, as the company grew, running a single communication channel for customers became more difficult as :
- There was no routing of customers to the correct department based on their needs. - Sales, support or customer care
- All employees of Ai systems had to be logged into the company WeChat account and check incoming messages manually in case customers needed their expertise.
- No reporting or dashboards to show valuable customer and business insights.
Due to rapid growth, Ai Systems started searching for a cloud-based system that would help them streamline all customer communications. In addition, a solution that would allow them to personalize their service based on customer needs as well as scale and innovate into the future.
The Solution
As an existing AWS customer, their AWS account manager introduced Ai Systems to Amazon Connect and Local Measure's Engage CcaaS Solution. Engage enabled Ai Systems to streamline incoming customer communications due to having WeChat as a pre-built channel out of the box. Seeing a live demo of the solution and talking to the team at Local Measure convinced their CEO, Robin, that this would help him and Ai Systems quickly innovate and scale.
Having Engage allows customers to now communicate with Ai Systems using not only WeChat but also Email, phone, WhatsApp, Facebook Messenger and more.
“I have been wanting to implement an omnichannel contact centre system for years. Local Measure's project team offered a well tailored and affordable solution to suit our team and budget. Great service from planning to implementation to follow-ups.” - Robin Lu, Founder & CEO, Ai Systems
The Results
- Up and running in a matter of weeks.
- Streamlined business operations allow for better visibility of incoming customer communications.
- Ai Systems now has the tools in place which will allow them to ensure that customer queries reach the right agent at the right time, on a channel of their choice.
- Zendesk integration
The Future
With aggressive plans for growth, Engage will allow Ai Systems to expand into other markets and grow its existing business. Moreover, this growth can be achieved while delivering a best-in-class customer experience that is both personalized and relevant with the addition of new channels and CRM integration.
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