Member's Case Studies

Cuscapi Outsourcing Sdn. Bhd.

About Cuscapi Outsourcing Sdn. Bhd. Cuscapi Outsourcing Sdn. Bhd. an MSC status company is the outsourcing arm of Cuscapi Berhad which focuses to embrace value based service offerings to its clients through Business Process Outsourcing, Knowledge Process Outsourcing and IT Outsourcing in both domestic & international markets.
Project Contact Centre for food delivery for Yippin which is a Beijing based Chinese fast food restaurant chain.
Client’s Needs To get their delivery business to contribute at least 20% to their business revenue. They wanted to outsource this service and looked at over 20 companies. They wanted to utilize contact centre services and systems to take delivery orders. They wanted to implement a single, easy to remember phone number which customers can call to place their orders. The contact system will then integrate with the store for order fulfillment.
Solution
  • To provide contact center services inclusive of trained agents, implementation of telephony and data management system as well as provision of adequate infrastructure for present use and future expansion.
  • Sourced for Beijing maps and utilized the information to ensure ease and timeliness of actual delivery process.
  • Provided a cost-effective solution with the “per-transaction” charges.
  • IT infrastructure support and maintenance.
  • Utilise Cuscapi’s Call-Order-Deliver-Smile (CODS) Solution
Results Project began in October 2010 and currently they are doing 90,000 orders a month, an increase of 200% in 18mths.

Average sales per month (3 mths) RMB 2,000,000
Average Calls (per month) 135,000
Average orders 90,000
Total Sales (18mths) RMB28,000,000
% conversion Call to Order 74.5%
Client Quote “Cuscapi provides a comprehensive contact centre services in both solution & infrastructure that meets our business and operations. The cost savings from the setup has resulted in a more affordable operationally”
“Our delivery service contributes nearly 50% of our business revenue, which is equivalent to 20 stores revenue”