About the Company
A publicly listed Malaysian IT and technology solutions provider, serving a wide range of sectors including government, judiciary, banking, telecommunications, logistics, media, and SMEs.
With a legacy spanning over 35 years, the company offers a diverse portfolio of services such as Digital Court Technology, Data Services, and Business Registry Solutions. Their mission is to simplify complex business operations, enhance customer connectivity, and improve productivity across industries.
Backed by Nubitel’s cloud-based communication solutions, the company has strengthened its ability to deliver seamless digital experiences, streamlining internal workflows, supporting remote teams, and ensuring responsive customer service in today’s fast-evolving digital landscape.
Challenges
When the COVID-19 pandemic hit Malaysia, the company’s daily operations were heavily disrupted. This experience became a turning point, encouraging the team to rethink how they operated and to explore more sustainable and flexible ways to stay connected with clients while continuing to create value on both sides of every interaction.
Internally, the focus was on ensuring a smooth transition for back-end operations, reinforcing their mission to remain a strong, trusted local brand despite market uncertainty. Efficiency became a top priority, not just for business continuity during the crisis, but also for long-term recovery and growth.
At the same time, the company recognized the importance of employee well-being and shifted towards a flexible working environment with an open office concept. While this boosted collaboration and reduced stress, it also exposed the need for smarter digital tools that could better support evolving work models, streamline processes, and align with the organization’s growth plans.
As a service provider managing multi-tenanted clients, maintaining service responsiveness and scalability across various channels was another challenge. While the frontline team handled daily inquiries effectively, the lack of automation and system resilience made it difficult to manage the increasing volume of repetitive, time-sensitive customer requests.
Unplanned downtimes and fragmented back-end systems further disrupted agent productivity, extending customer wait times and creating friction in the overall support experience. These pain points underscored the need for a resilient, automated, and integrated support environment that could sustain high service availability and improve both agent efficiency and customer satisfaction.
Key Implementations
Nubitel CX
To enhance customer engagement and strengthen operational resilience, the company deployed Nubitel CX as the central communication platform.
Voice capabilities were fully integrated into the CX platform, streamlining communication between customers and agents to ensure fast, consistent, and reliable service delivery. The system also supports live chat and chatbot interactions, with email integration to follow soon.
This deployment enabled the team to work efficiently in a hybrid model, giving agents the flexibility to access the system from anywhere while maintaining visibility and control. Real-time monitoring, intelligent call routing, and performance analytics empowered supervisors to manage operations effectively regardless of team location.
Nubidesk
The adoption of Nubidesk 2.0 introduced a centralized workspace that improved agent accessibility to CRM tools and case management modules. This streamlined resolution workflows, minimized login delays, and allowed agents to serve customers more efficiently.
Nubitel AI Agent
To manage high volumes of repetitive inquiries, the company implemented an AI-powered chatbot available around the clock. Customers can now get instant responses anytime, improving satisfaction while reducing the overall support load. Alongside this, a self-service portal was launched, enabling users to independently resolve common issues, further increasing operational efficiency and customer convenience.
Conclusion
By embracing an integrated CX ecosystem, the organization has built a more resilient and scalable customer support infrastructure. It is now well-positioned to deliver faster, more responsive service experiences and continue leading Malaysia’s technology landscape with innovation, agility, and customer-centric excellence.
