In today's globalized business landscape, expanding into international markets is an imperative. However, navigating complex cross-border operations and diverse customer needs poses a significant challenge for many global brands aiming to maintain service quality and efficiency. Eason Sourcing International, with its extensive experience in the highly complex aviation customer service sector, has become an ideal partner for international companies looking to unlock new market opportunities.

The Challenge: Expanding International Routes & Meeting Diverse Passenger Needs

SCSK Serviceware, one of Japan's leading BPO companies, is continuously expanding its global presence and actively seeking competitive partners to create new market avenues. At the same time, Japan's largest Low-Cost Carrier (LCC) faced the challenge of rapidly expanding its international routes. They needed a partner capable of providing multilingual services, effectively managing cross-border telecom network connectivity, and ensuring continuous improvement in service quality and efficiency to cater to a vast customer base from Japan, Taiwan, China, Hong Kong, and around the world.

The Solution: Eason Sourcing International's Expertise & Integrated Technology

Eason Sourcing International leveraged its deep foundation in aviation services and extensive experience in handling complex service scenarios, demonstrating a unique competitive edge. We not only possess mature cross-border telecom network connectivity technology to ensure smooth and stable global communication but also adhere to international standards in both quality control and technical support.

Through close collaboration with SCSK Serviceware, Eason Sourcing International integrated relevant services and technologies to jointly provide a comprehensive customer service solution for this leading Japanese LCC. At the core of this partnership was our ability to translate years of aviation service expertise into highly efficient management processes and operational strategies.

The Outcome: Dual Wins in Efficiency & Quality, Boosting Passenger Satisfaction

Since the partnership began, Eason Sourcing International and SCSK Serviceware have jointly helped the LCC significantly enhance its international customer service capabilities. Through sophisticated management efficiency and extensive operational experience, we have been able to:

• Seamlessly Serve Global Passengers: Effectively provide immediate and accurate services to travelers from Japan, Taiwan, China, Hong Kong, and other regions worldwide.

• Continuously Improve Service Efficiency: Consistently reduce customer waiting times and increase problem resolution rates through optimized internal processes and technological applications.

• Consistently Enhance Service Quality: Ensure that customer service teams across different regions and languages maintain a uniformly high standard of service, creating added value for the brand.

• Optimize Resource Allocation: Through efficient management, the client avoided significant increases in staffing even with growing service demands, effectively reducing operational costs.

This successful collaboration demonstrates that Eason Sourcing International not only helps brands overcome the complexities of cross-border services but also, through professional quality and technical support, serves as a robust backing for businesses expanding into global markets and enhancing brand competitiveness. We provide our clients with continuously improving service quality, ensuring every passenger enjoys a more convenient and satisfying travel experience.