FarEastFlora.com Poised to Deliver Customer Experience using Crux Labs UC Platform
Singapore, Sept, 2019 -- Home-grown telecom start-up Crux Labs, announced the successful deployment of their Unified Communications (UC) product, Crux LX, at Singapore’s online florist FarEastFlora.com. A single pocket-sized unit of Crux LX has replaced FarEastFlora.com’s older analogue office communication and call centre solution, enhancing the interconnect between the office departments, retail outlets and field staff, and improving the overall customer experience from order to delivery.
FarEastFlora.com decided to implement Crux LX with Singtel’s Session Initiation Protocol (SIP) trunk service, making it starkly different from their erstwhile communication equipment with Integrated Services Digital Network (ISDN) line that guzzled power and money to maintain. With the ability to record and monitor calls, they are now able to train staff to deliver better quality of service. This has also helped them gauge client expectations proactively with fewer escalations and quick resolution to issues.
"Crux is highly cost effective and amazingly stable and reliable for its size. At first glance, we could not believe that this palm-sized micro-server could replace our bulky rack-based server that we had been using for about a decade. However, a quick trial with Crux proved that it could not only manage our load but enabled various other useful features that could help improve our end customer experience while saving operation costs.", said Ryan Chioh, Managing Director of FarEastFlora.com Pte. Ltd. He added, "The call centre feature of Crux in particular is impressive and extremely cost effective, unlike many cloud-based solutions with recurring charges that are per agent and per month. The ease of use and low cost of ownership were critical factors for me to switch over to Crux. As a business with call centre support, call clarity is very important to us and Crux does not disappoint. Another key feature that we were sold on is the voice recording feature which allows us to listen back to conversations so that we can improve via service training for our staff. This has proven to be quite invaluable. We have now deployed two Crux boxes in Singapore and Malaysia. Crux Labs team has paired them together such that staff can call either of our overseas offices without any IDD charges! Needless to say, we are very happy with Crux and recommend it to any SME business."
"When I first visited FarEastFlora.com to introduce them to Crux, I was pleasantly surprised to see the extent of technology being used by them. I did not expect them to have a mini-Data Center of their own and having seen the benefits of keeping up with technology developments, an innate desire to upgrade communication technology as well. We are proud and humbled to have been entrusted by the No. 1 florist in the country. FarEastFlora.com is a great addition to our growing list of customers," said Rohit Gupta, Founder & CEO of Crux Labs Pte. Ltd.
Posted by Veronica Silva Cusi, news correspondent
Date Posted: Tuesday, October 1, 2019
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