Client Background:

Servion Global Solutions is a global leader in Customer Interaction Management (CIM), offering solutions that help companies improve customer experience across multiple communication channels. With over 600 clients and installations in 60 countries, Servion has established a reputation for handling billions of interactions annually. Their products support everything from voice, fax, ACD, web, to email interactions, making them a trusted partner for businesses worldwide.

Problem:

Servion won a significant project with a major Thai bank, but soon realized that the project’s scale required local operational control. Without a physical presence in Thailand, the execution would be challenging due to time zone differences, legal hurdles, and the need to deploy foreign technical experts.

The company was under significant time pressure and required a local branch that would provide them with the flexibility to bring in technical experts and execute the project seamlessly. Servion was looking for a solution that would allow them to set up a branch quickly and legally, without running into delays or regulatory hurdles.

Solution:

We provided a solution through our Market Entry Services and recommended that Servion set up their branch under the Board of Investment (BOI), which would allow them to import foreign technical experts and establish a local presence to manage the project more effectively. Our team worked closely with Servion to guide them through the process, ensuring they met all the necessary legal and regulatory requirements.

To expedite the process, we coordinated with the BOI to ensure fast-tracked approval. Within four weeks, Servion was granted BOI approval, allowing them to begin operations in Thailand immediately. This was a critical timeline, as the client needed to start executing the project without delay. Along with this, we helped establish office space, provided legal guidance, and assisted with recruitment for the local team.

Our team also helped Servion establish the necessary infrastructure, including setting up communication channels and IT systems to support seamless collaboration between their Thai operations and their global headquarters.

Success:

Thanks to our full branch setup services, Servion was able to set up its branch quickly and start the project without delay. The branch successfully handled the project for the Thai bank, which resulted in improved operational efficiency and customer satisfaction for the client.

Today, Servion operates successfully in Thailand, with its local branch serving as a key hub for regional operations. They continue to provide cutting-edge customer interaction management solutions and have expanded their client base in Southeast Asia. The branch has become an integral part of their global strategy, with the project acting as a launchpad for future growth in the region.