e-banner Streamlines Its Contact Center Operations and Facilitates a Fully Remote Workforce with Amazon Connect

e-banner, one of Hong Kong’s largest digital printing companies, is committed to providing quick, convenient, high-quality services to its customers. To make the digital printing process even easier, the company offers real-time quotations and a self-service order platform, as well as access to order history and status, 24/7 via its website.

To ensure a seamless online shopping experience, e-banner operates a contact center where customers can get help with any enquiries or issues they encounter. Its contact center solution was hosted on premises, which required customer service staff to work on site. However, the 2020 global pandemic rendered this approach completely unsustainable, as the contact center had to be shut down entirely, leaving customers' inquiries unattended.

e-banner's on-premises contact center solution also had a range of additional challenges. Maintaining e-banner's legacy contact center system required the assistance of a third-party provider, and some features took several months to update. Furthermore, the business faced an annual increase in maintenance costs of 15–20 percent. In addition, e-banner’s existing interactive voice response (IVR) system, used to automate simple customer requests by phone, was tedious to customize. As a result, the business had to allocate 30 customer service team members to attend to basic customer requests that could easily have been automated with the right IVR system in place. Team members had to spend 30 minutes to an hour searching for customer information in e-banner’s client relationship management (CRM) software, which impacted the overall customer experience.

Kenny Lui, head of operations at e-banner, explains, “We sought a cloud-based solution that would empower more than 30 customer service team members to work from home during the pandemic without compromising our reputation for responsiveness and quality customer service.”  

During a period of internal research, e-banner discovered Amazon Web Services (AWS) and learned that implementing a fully remote contact center team was easily achievable through Amazon Connect.

AWS worked closely with AWS Partner Megazone Cloud to transform e-banner’s contact center into a modern cloud-based platform. They met with e-banner’s leadership team to assess the company’s needs. e-banner’s top priority was to ensure customer satisfaction through uninterrupted service. “AWS and Megazone Cloud collaborated to present the full suite of features offered by Amazon Connect to our leadership team and provided a demonstration. Their dedicated support in the process of migrating our contact center to the new platform gave us the confidence and trust to proceed with the implementation,” says Kenny.

AWS and Megazone Cloud implemented a customized Amazon Connect solution in one month from the initial engagement, automating basic customer service requests with a personalized IVR. The Amazon Connect IVR is fully customizable, flexible, and user friendly, which allows staff to easily modify scripts and design the most effective flows. Kenny says, “With Amazon Connect, we no longer rely on third-party vendors to design our IVR flow, which used to take weeks to implement. Instead, we can make changes to our IVR in just a few hours.” e-banner estimates it now saves 80 percent of the time it previously spent on IVR.

Not only has the implementation of Amazon Connect saved e-banner a significant amount of time, but it’s also led to a significant reduction in maintenance and upgrade costs. Kenny adds, “Our initial cost concerns were alleviated with Amazon Connect's pay-as-you-go pricing model, which ultimately resulted in 40 percent cost savings for e-banner.”