Case Study of Shanghai Flavors of China Town

Executive Summary

Shanghai Flavors of China Town, a leading food and beverage brand, operates in a highly competitive market where customer service and operational efficiency are paramount. With several locations serving a diverse clientele, the company was struggling with inefficiencies in its customer outreach process, which was heavily reliant on agents using personal cell phones for manual calls.

Client Challenges

Prior to C-Zentrix, Shanghai Flavors of China Town faced significant challenges:

• Manual Calling: Agents were using personal mobile phones, making it difficult to track, manage, and monitor calls in their outreach activities.
• Lack of Visibility: No centralized system to monitor agent performance, call outcomes. No call recordings were available.
• Inefficient Outreach: The process was time-consuming, leaving less time for engaging with customers and resolving issues effectively.

C-Zentrix's Solution

C-Zentrix provided Shanghai Flavors of China Town with its Cloud Contact Center solution (CCaaS):

• Cloud Dialer Solution: Automated dialing system for efficient call management, replacing manual calls from personal phones.
• Admin Panel: Empowered management with the ability to monitor detailed call reports, access end-to-end call recordings, and oversee agent-customer interactions.
• Seamless Integration: Fully integrated into existing workflows, allowing Shanghai Flavors of China Town to optimize their customer engagement processes.

Results & Benefits

• Increased agent productivity by 30-40%: With automated dialing, agents focused more on meaningful conversations, improving efficiency.
• 25% boost in operational efficiency: Within just three months, the streamlined process led to faster response times and better agent utilization.
• Improved customer engagement: Personalized communication, faster responses, and more proactive follow-ups led to stronger relationships.
• Enhanced customer satisfaction: Positive feedback from customers reflected the improvements in service quality and agent performance.

Client Testimonial

"Before C-Zentrix, our agents were using personal phones to reach customers, making it difficult to track calls or monitor performance. We lacked visibility and consistency in our outreach.

C-Zentrix provided us with a robust dialer solution that centralized all calling activity. Our agents now work from a single platform, and with the Admin license, we can access detailed reports, monitor calls, and review end-to-end recordings. This has given us complete control over the customer interaction journey.

The solution was seamlessly integrated into our process, and their team ensured it matched our daily operational needs. It brought structure, efficiency, and transparency to our communications.”