Issues & Scope High Costs of Managing Call Center Operations Multiple Call Centers In Asia Pacific Region Leading to Disparate Approach Towards Service Competence

Issues & Scope Limited document storage and inadequate storage management, inefficient manual filing process and time consuming.

About The Client The Inland Revenue Malaysia is one of the main revenue collecting agencies of the Ministry of Finance. The Department of Inland Revenue Malaysia became a board on March 1, 1996, and is now formally known as THE INLAND REVENUE BOARD OF MALAYSIA. The Inland Revenue Board was established in accordance with the Inland Revenue Board of Malaysia Act 1995 to give it more autonomy especially in financial and personnel management; to improve the quality and effectiveness of tax administration. The agency is responsible for the overall administration of direct taxes under the following acts: Income Tax Act 1967 Petroleum (Income Tax) Act 1967 Real Property Gains Tax Act 1976 Promotion of Investment Act 1986 Stamp Act 1949 Labuan Offshore Business Activity Tax Act 1990 Client’s Needs

Issues & Scope Info Overload - Difficulties to communicate Limited distributor coverage ? Reduced sales Inability to track sales opportunities in real-time

Issues & Scope Order-Taking process conducted internally by client team

Issues & Scope Distributor Model has limited expansion for market growth Low Sales Penetration in Asia Pacific Inability to meet with corporate growth rate

Kompakar Inc Bhd for a US Financial Institution Issues & Scope An end-to-end Business Continuity Services for business operations to achieve their Recovery Time Objectives.

Issues & Scope Capturing data/information on time High volume of transaction Customer was just being taken over by new management and lack of accounting resources to support enlarged business volume Solution Deployed