East Asia case library: 8 projects across 8 industries

Challenge

Orders arrived by fax, email and telephone and were consolidated by clerks by hand. Payment terms varied by customer and credit limits were set from experience. Exchange-rate movement meant quotations were rebuilt from scratch, and month-end reconciliation and collection consumed substantial time.

What we delivered

• Single order intake: archived emails and faxes transcribed into structured records, with repeat orders duplicable
• Customer credit control linking limit, payment term and collection history, blocking excess shipments automatically
• Quotations generated against currency and exchange-rate snapshots, with version traceability
• Receivables management with ageing analysis, collection reminders and generated statements

Outcome

Order entry moved from manual transcription to structured capture with fewer errors. Excess shipments are blocked by the system, moving bad-debt risk forward, and reconciliation shifted from a month-end push to a weekly routine.

Challenge

The tourist-district branch served many foreign guests with a Japanese-only menu and gesture-based ordering. Reservation calls could not be handled at peak. Each store ran a different POS, so head office had no consolidated data, and allergen information was incomplete.

What we delivered

• Multilingual menu (Japanese / English / Chinese / Korean) with QR ordering and allergen labelling
• Online reservations allocated by time slot and table type, with configurable overbooking rules
• Unified POS and head-office dashboard covering revenue, average spend, table turnover and dish ranking
• Membership and coupons usable across stores, with availability configurable per location

Outcome

Ordering friction at the tourist-district branch dropped noticeably. Reservations moved online, relieving front-desk pressure at peak, and head office can see dish mix and table turnover by store for the first time.

Challenge

Online and in-store membership were separate, so points could not accumulate. Promotions conflicted between channels, stock sat in individual stores while the online shop sold out, and local Korean payment methods were only partially supported.

What we delivered

• Unified membership and points: one account across channels, with shared points and tiers
• Omnichannel inventory allowing store stock to fulfil online orders, with automatic store routing on shortage
• Promotion engine with rules by channel, member tier and product to prevent price conflicts
• Local payments and identity verification integrated with commonly used Korean methods and real-name requirements

Outcome

Once points were unified, repeat purchases across channels entered one data set. Promotion rules became consistent and price conflicts disappeared, while store stock can serve online orders, reducing simultaneous stockouts and overstock.

Challenge

Marketplace commissions consumed margin, and an independent store needed cross-border payment and logistics. Subscription repeat purchase had no system support and was tracked in manual spreadsheets. Health claim restrictions differ by market, leaving copy exposed to compliance risk.

What we delivered

• Independent store in Traditional Chinese and English, with categories organised by benefit and audience
• Subscription management with self-service cycle, discount, pause and skip
• Cross-border payments and logistics: multi-currency collection, international shipping and duty notices
• Content compliance: claim wording reviewed against each target market before publication

Outcome

The store captured repeat customers outside the marketplace, and subscription revenue became more predictable. Front-loading claim review reduced rejections by platforms and advertising channels.

Challenge

Product combinations were complex and quotations calculated by hand. Tickets and local experience suppliers were confirmed by email, and overbooking occurred in peak season. Customer service handled itineraries, payments and rescheduling together, slowing response.

What we delivered

• Product and inventory management by date, party size and room type, with automatic overbooking blocks
• Package quotation separating cost and sale price for flights, hotels and local experiences
• Supplier integration automating confirmations, vouchers and settlement statements
• Traveller pages with itinerary handbook, e-vouchers and rescheduling requests

Outcome

Peak-season overbooking effectively disappeared. Quotations are generated by the system rather than calculated manually, freeing customer service from status enquiries to handle genuine exceptions.

Challenge

Listings were scattered across agents’ phones and printed flyers. Viewing records were inconsistent and follow-up relied on memory. Website listings lagged, so clients arrived to find a property already sold. Commission allocation rules were complex and settlements were frequently disputed.

What we delivered

• Listing database with unified fields, images and status, searchable by district and type
• CRM covering lead source, viewing records, follow-up reminders and intent grading
• Website listing synchronisation reflecting status changes immediately and hiding withdrawn units
• Commission rules configured by role and transaction condition, with generated settlement statements

Outcome

Listing status matches the public website, removing the awkwardness of a sold unit still advertised. Client records returned from individuals to the company, and commission settlement now follows stated rules, reducing disputes.

Challenge

Customers require inspection certificates by batch, but data lived in paper records and spreadsheets. Equipment utilisation was unclear, so delivery commitments were conservative. When defects occurred, traceability meant searching several record books.

What we delivered

• Work order and routing management capturing progress, good quantity and defect registration in real time
• Batch traceability binding raw material to finished goods, with generated inspection certificates
• Equipment data acquisition analysing utilisation and downtime causes on key machines
• Delivery date prediction based on capacity and work in progress

Outcome

Inspection certificates moved from two or three days of manual consolidation to direct system output. Utilisation data gives delivery commitments a factual basis, and defect traceability is a batch query rather than a records search.

Challenge

Support requests arrived by phone and email, engineers recorded them individually, and response time could not be measured. Recurring issues were re-investigated each time because knowledge stayed with individuals. Monthly client reports were assembled by hand.

What we delivered

• Ticketing across multiple channels with priority, SLA timers and escalation rules
• Knowledge base structuring symptoms, causes and resolution steps with full-text search
• AI assistance recommending similar tickets and drafting first responses for engineer approval
• Automated monthly service reports per client, including SLA attainment

Outcome

Response times became measurable and SLA performance evidenced. Recurring faults can cite prior resolutions directly, and monthly reports are generated rather than formatted by hand.