Challenges
As RoyalBaby's stroller business grows globally, its traditional IT architecture creates challenges. "Independent IT systems in each region limit application deployment and response speed," says Hu Wanxin, international e-commerce manager at RoyalBaby. "Our customer service requires separate platforms for different markets using various communication methods, keeping training costs high. When expanding overseas, finding local partners to build call centers involves cumbersome procedures that are very costly."
To address these issues, RoyalBaby seeks a new omni-channel customer contact and interaction solution that integrates the company's independent station, third-party e-commerce platforms, and telephone call centers in a unified system to achieve global customer service coverage.
Results
50% cost savings
What We Did
Agile Cloud Migration
Have the ability to cover overseas customers in a short period of time, allowing the company to successfully solve the challenges brought about by the globalization and rapid growth of its business, and also bringing results to the company in various aspects.
Leveraging the cloud for flexibility and scale
Unified integration of customer service call answering, multi-channel integration, and after-sales service and flow through Amazon Connect. Providing 24/7 after-sales service support for overseas markets. "Amazon Connect allows us to respond quickly to customer needs from phone calls and interactive chats on a single platform. It not only enabled us to establish closer relationships with our global customers but also allowed us to simplify the business processes." Hu Wanxin said.
Paying the ideal solution per usage
Amazon Connect offers a pay-as-you-go pricing model, which eliminates the need to rely on telecom carriers and other expensive infrastructure or long-term contracts. RoyalBaby significantly reduced training costs for after-sales service agents by 50%.
Safe and compliant
"AWS provides a series of security mechanisms and compliant services. Data is securely stored in Amazon S3 storage service and always encrypted. It helps us to meet regulatory and privacy protection requirements of different markets, allowing us to develop our core business with more confidence," Hu Wanxin said.
Bricom Capabilities
Rapid deployment experience and migration of customer contact center platform based on AWS
Global telephony coverage and flexible billing methods
Full support from partners with strong service capabilities
Company Brief
RoyalBaby is a global high-quality stroller manufacturer recognized by customers in more than 80 countries. With the continuous increase of business volume, the original IT structure and the decentralized business system can hardly support the future development of the business. RoyalBaby wanted to standardize the customer service platform with communication channels for different markets.