Client
The Client is an American E-commence company, based in Tallahassee, Florida. The company offers an online food ordering services platform, under the B2B2C business model. The online ordering website provides restaurant owners a convenient way to customize and manage their own online ordering website. Meanwhile, what attracts common customers the most is the ability that the platform can collect so many diversified menus, and therefore it will be convenient for customers to search and order online. This website needs to keep and update over 100, 000 menus of various types (including Chinese food, Japanese cuisine, Pizza, etc.) and maintaining sophisticated while highly customized menus is an important service promise made to the restaurant owners.
Challenges
A large amount of menu entry work which requires much manpower to update.
As updating work could fluctuate, keeping an permanent entry team will definitely cause a waste of human resources and funds. Moreover, training and management of entry workers will also cause some problems. Our client has spent so much time on this that has influenced developing its core business.
Facing the challenges, our client decided to outsource menu entry business to optimize online menu management after the due diligent analysis and assessment along with a fully functioning online services admin system developed.
As the most intuitive marketing material for restaurant’s services, menus vary from each other in many ways like presentation designs, structures, styles, etc. Many cuisines are often matched with different extras, sauces and toppings which must be represented properly by online menus. Therefore, menu entry is not merely the pure and thoughtless data entry work, but requires intelligent analysis and judgment on most menus, which may place higher requirements on the candidate vendors.
Online Entry Services
Finally SunSourcing online service team won the one-year contract to provide online menu entry services because of their excellent project understanding, strict quality control procedures and professional management methods. According to the service agreement, SunSourcing provided online menu entry and associated updating work，while client provided PDF menus and associated requirements.
SunSourcing built up a dedicated online service team composed of 10 persons for the client within a very short time frame. The members of the service team included,
1 account manager - responsible for coordinating and managing work for the entire service process.
1 project manager - managing and tracing project process, arranging everyday workload and summarizing everyday project process.
6 entry staff – to accomplish everyday workload according to instructions.
3 quality control staff – responsible for quality control, handing over quality control report (including accuracy statistics, error analysis and providing solutions.)
Workflow
To guarantee the high quality of the online entry service, combining with the client’s operation features, Sunsourcing made a detailed service plan and workflow as below,
Online data service workflow chart
1. Everyday, project manager downloaded menus from specified FTP server and associated login information. The project began immediately upon downloading the files.
2. Project manager sorted and arranged daily workload to distribute to relevant entry staff.
3. Before entry, entry staff would analyze structure of each menu and put analysis results into a work sheet, which helped to build a full understanding of the structure and part of special dishes in the menus.
4. Entry work will be accomplished by visiting online database admin system provided by our client. Our data center is equipped with 10m optical board internet connection to ensure the reliable service.
5. When finished, the work was passed to quality control staffs. They focus on the accuracy of expression information, by double checking, comparison, spot check to ensure accuracy level of 99.995%, and 100% on price information. Handover work results as report to project manager to make final check and then handover work report to our client
Benefits
Project has been proved to be a great success. The Marketing Director of the client made the comment to our service: “Their staff did an EXTRAORDINARY JOB and produced my under cost and below budget! Their communication was excellent (as was their command of the English language) and they went way above and beyond in terms of service and accommodating my special requests.”
Cooperating with Sunyard Inc. has brought numerous benefits to the customer.
Save on cost. By adopting SunSourcing’s online data service, the costs of human resources has been reduced nearly 80%，and waste on extra staff and funds were saved when business not stable.
Run expediently and effectively. If the entry staff were employed by the client, they their time would not be used sufficiently, which would affect the work efficiency. Adopting the outsourcing service to Sunyard Inc. has made full use of its limited resource without extra loss.
High Productivity. Even though at the peak value, Sunyard service team can complete the task within 24 hours.
More professional and efficient workflow. With the help of Sunyard, our client re-streamlined its workflow in terms of more efficient and accurate.
About Sunsourcing
As the dedicated international BPO subsidiary of Sunyard, Inc., which is one of the largest public offering system service companies in China, SunSourcing is focused on providing a wide range of BPO services to global clients. Our mission is to deliver 100% satisfied services to our clients by ever escalating the value of their businesses and reducing their operation cost.
Founded in 1996, Sunyard has diversified its business from providing innovative technologies and integrated solutions to different vertical industries; to providing highly tolerated and business-centered BPO services to international clients from US, UK, Belgium, Australia and Japan.
With about one decade years experience in serving international and domestic clients, Sunsourcing has built up its superexcellent global service capabilities based on its sophisticated facilities and best-practice service methodology.
So far, we have employed around 3000 experts and processors working in its 4 offshore data centers and 30 branches distributed in almost all major cities throughout China. And the vertical industries we are serving for have covered Banking, Insurance, Entertainments, Real Estate, Publishing, Education, Governments, etc.
With a customer-focused attitude, desire to understand customer business & identify the right partner for executing the job, we are acting as a one-stop shop for business process outsourcing from China. |
