ITCS – IT Solutions

I. CONTACT CENTER
1. CALL CENTER

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Call center is a system which can receive and transmit a large volume of phone calls. Call center is a centralized office in the company to receive and answer customers’ calls, providing information to customers, used for telemarketing and customer service.

 

Inbound Call Center

Receive and handle incoming calls (initiated by customers) to the Call Center.

Suitable for:

• Customer service.
• Consultation and handling customers’ inquiries.
• Technical support.
• Sales

Outbound Call Center

Call Center’s staffs initiate calls to customers. Suitable for

• Customer service.
• TeleSales.
• Consultation on financial insurance.

2. CRM

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Is a Customer Relationship Management, a business strategy that companies use to decrease costs and increase profits. In fact, CRM is a collection of information from all internal sources (and possibly external sources as well) to provide a new perspective for managers to have better vision based on CRM data analysis.

Điều này cho phép khách hàng phải đối mặt với nhân  viên trong các lĩnh vực như bán  hàng, hỗ trợ khách hàng và tiếp thị để  đưa  ra quyết  định nhanh chóng và được  thông  báo  về tất cả  mọi thứ từ mô hình “Cross-selling and  upselling” cơ hội để nhắm  mục  tiêu chiến  lược tiếp thị mục  đích  tạo chiến  thuật định vị cạnh tranh.

1. Bitrix

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Bitrix is a management tool developed on Bitrix Site Manager platform. Bitrix is equipped with conventional internal management tools, work tasks and customer management tool with high customization capability, suitable for all business models.

 

Internal communication channels

Project management, statistics and effective analysis.

2. IT SERVICES DESK

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1. Roles and responsibility

• Supporting users on computer hardware, printer error.
• Supporting users on common software bugs, virus detection, anti-virus database update.
• Email setup and relevant functions, etc. office softwares, facilities for users.
• Installing IP phone system for offices according to leaders’ assignment and instructions.
• Supporting on configuration, and setting up Domain Network of Microsoft (AD, DNS, MS SQL server, Application server).
• Handling issues on IT assets, data and user information according to leaders’ assignment and instructions..
• Handling categorization, checking operation of entire hardware systems assigned and instructed by leaders.
• Periodic report for leader.
• Assigning/observing ticket handling process.
• Support on email templates for handling ticket.
• Reporting and reckoning up statistics email ticket.

 

Implementation

Ticket OTRS & Services Desk Management.

1. Triển khai thực tế

Hệ thống  quản lý Ticket OTRS & Services Desk Management

3. IT INFRASTRUCTURE

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IT Infrastructure building service (Networking, Data Center, Video Conference, Cloud NET, etc.)

 

Implementing network infrastructure, providing solutions, consultation, design, cost estimation and building network infrastructure for buildings, factories, schools, offices and offices with reasonable price. Our top experienced engineers commit to customers on our network infrastructure as following:

• Technical floor slabs, and fireproof walls
• Stairs/ladders, cables inside floors, recess ceilings, walls, or visible cables indoor or outdoor.
• Electrical boxes, and electricity backup system (UPS, generators, ATS)
• Precise air conditioning system (specialised for IT infrastructure, low humidity, evenly spread cool air in the data center that helps smooth and stable system’s function.)
• Normal server racks, server racks with air conditioning, power supplies and UPS, etc.
• Room temperature control, smoke and fire detectors, etc.
• KVM switch.
• Management system and automatic warnings via email, SMS, phone, etc.
• Security system, monitoring entrances and exits, hardware protection, doors monitoring, cameras, etc.

– Hệ thống  giám sát  ra vào, bảo  mật vật lý: giám sát  cửa  ra vào, camera quan sát…

4. IT MANAGEMENT SYSTEM

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Checking for errors and monitoring the quality of the customer’s network infrastructure.

 

Monitoring the incidents, providing active warning function, identifying and isolating which helps quicker response for fixing. Monitoring performance provides information on device’s efficiency and resource usage in real time and recording history (historical information). In parallel with identifying the potential of the device’s usage in the future, it would also identify the sections with low performance in the infrastructure.

 

Monitoring and checking daily events (day and night)

The incidents management process is implemented according to the pre-agreed standards with customers. It includes logging events into the “log” management system.

 

Network operation and management

Providing daily network operation, configuration and modification management, etc. Our experienced engineers give advices, solutions, handle and fix complex errors including re-configuring the advance network.

 

Consultation

Providing consults on IT infrastructure to meet the customer’s requirements for their new-built or upgrading IT infrastructure for faster system’s response, security, and performance, etc.

 

Report

Customers are provided with accounts on web portal to see the incidents, errors and the current performance of the network.

BENEFITS FOR BUSINESSES

• Increasing the effectiveness and readiness of the system.
• Minimizing idle time by identifying risks, hidden issues and solving them prior to their occurence.
• More efficient soft IT resources management (finance, skills, training, required projects).
• Ability to implement, manage and operate complex solutions.
• 24/7 connection with top experts.
• Improvement on the ownership cost.

ERP (Enterprise Resource Planning), originally  alludes to a system used for determining resources of an organization or a company.

 

A typical ERP system includes basic functions of an organization, which can be a company, or NPO, or NGO, etc.

 

A ERP software integrates common functions of an organization into a single system. Instead of having to use an accounting software, a salary software for human resource, manufacturing management, etc. separately and simultaneously, ERP integrates all of these aforementioned functions into a single system..

Effective solution for Company

 

ERP becoming a trendy and widely used nowadays thanks to its vast benefits and applicability:

• ERP minimizes replicative tasks and especially decrease manual data input, which enhances data unity in the company.
• Standardizes into a unified process, which helps company manage data easier and more efficient.
• All datum are stored on the same network, the database is secured and timely updated.
• ERP is flexible, easy-to.use, and highly integratable with high extensibility, can be operated anywhere, at anytime and from any devices.
• Information is updated in real time, ensuring the accuracy which helps simplify management and timely fix bugs/errors during operation

ERP helps businesses reduce the investment for the unified system in comparison to the investment for many different and separated systems.

1. Auto Telesale – Marketing

Is an advanced feature for automatizing the call center of the company, used for automated calls to customers for identification, reminder, advertising, etc. based on customer’s personal information.

2. Remote TeleSale

Telesale agents can now work remotely as opposed to the conventional call centers (usually are in the company’s offices). The agents will be provided with devices and phones, usages are closely monitored.