How Does Tricubes Call Centre Work?

How Does Tricubes Call Centre Work?

Founded in 1998, Tricubes Malaysia (or formally known as Tricubes Berhad) has become a leading solution provider in the areas of Identity Authentication Solutions (IAS) and Enterprise Mobility Solutions (EMS) for both the government and private sector, with a strong presence in the enforcement and banking industries.

Tricubes

Trusted by Major Corporations

Tricubes over the years and until now have been trusted with maintenance contracts with major organisations such as:

  • Maybank
  • UOB Bank
  • Polis Diraja Malaysia (PDRM)
  • Dewan Bandaraya Kuala Lumpur (DBKL)
  • Petronas Carigali
  • Tenaga Nasional Berhad (TNB)

Leading the way in identity verification with over 60,000 smartcard and biometrics verification devices installed and serviced to mostly financial institutions, as well as software solutions to government agencies and Government Linked Companies (GLC’s), it is evident Tricubes is doing something right in engaging their stakeholders efficiently.

Tricubes Customer Service

Crucial to its success is the operation of the call centre and customer support. The Tricubes Customer Service infrastructure is supported by a centralized Call Center which acts as the backbone of service operations.Equipped with a Customer Services Management System or (tamtamcrm); the system acts as a repository database of all service logs, resolution, and historical data providing our team of engineers and technicians with the required information and knowledge base to resolve logs in the shortest time possible. The customer service team uses their very own CRM tool, tamtamcrm to log all cases and issues in order to keep track from the inception phase until a case is fully closed.

Service Network

Tricubes service network is present throughout the country and supported by service partners located throughout Peninsular Malaysia, Sabah & Sarawak; hence ensuring prompt response and quick resolution. In addition, all service calls are coordinated and managed by the Call Center in Kuala Lumpur, Malaysia.

Lodging Complaints

Since complaints can be raised through two channels which are calling or through email, Tricubes has a standard Service Level Agreement (SLA) with its customers that it shall have a field engineer respond to the issue within 4 (four) hours of being lodged. This is only after the initial resolution of phone support is not able to sort out the issue. Once they have identified the type of issue, be it software or hardware related, they shall proceed to assign it to the relevant personnel in the division. The 2nd (second) level of response whereby the resolved hardware unit or software patch is deployed to the end user, is completed within 12 (twelve) hours of initial contact.

Once the unit or software patch has been tested on site in the presence of the end user, and they are satisfied with the functionality, the Customer Service Engineer (CSE) or Software Developer (SD) shall submit evidence to Customer Service (CS) or update tamtamcrm with the relevant information. The call centre representative will proceed with contacting the user one final time to conclude the case and offer any further resolutions if required and will close the case in tamtamcrm while providing relevant information. This stringent process has ensured that all clientele serviced by Tricubes have been satisfied, conversely, Tricubes is also able to meet stricter SLA standards such as those requested by banks in its push for total customer satisfaction.

All of these contributing factors provide an indicator that Tricubes is indeed taking initiatives to advance and improve the Call Centre and Customer Service Experience for its stakeholders.