How FingerTec® improves productivity by managing international customers virtually

The groundwork was not simple. We had to build simple yet informative, plain yet appealing main website to lure leads to our company. Google was an inspiration and interestingly, less but just right information was the recipe to get good response from potential buyers. Once this was completed, we had to prepare comprehensive instructions and information for our resellers to tackle problems single handedly and successfully.

 Information was abundant but not centralized at that time. The strategy provided us the perfect opportunity to gather all our available data to be shared with our clients and as references to us at present and in the future. The bar for the challenge was set higher when we had to also taking into consideration other languages that are equally important as English to our clients from South America, Indonesia and the Middle East at the initial stage. Tight deadline was given and we pulled all our resources to ensure we have quality information to offer to our clients.

Information is power. The importance is so profound that security has to play a vital role in guarding information. We had to introduce exclusivity in accessing to our resources. The move might not be popular to some people but it’s crucial to us. We can’t stand to lose our edge when other players could access and use our information freely. All our resellers are required to register for user name and password to access to our information online. Whether it’s true or it’s only a FingerTec® legend, some competitors’ resellers wanted to bribe FingerTec® reseller for a username and password to access our information.

As the business grows, the need for the Internet becomes more crucial with the introduction of several micro sites to support our clients in details. Hits for the sites are not our main concern; we focus to serve our clients with information at anytime of the day regardless of location. The presence of this information online provides comfort to our resellers no matter whether they are using it or not.

The strategy is proven successful which landed us on the next stage of managing customers online. If you were hit with at least a hundred enquiries per week, a hundred of technical support questions per week, and hundreds of follow up emails per week, how do you manage all of them in a year or two without losing track of who’s who? Starting October this year, we deploy CRM in our company to make sure that everything is systematically taken care of and can be taken care of remotely, online.

The virtual world is a magical world for FingerTec Worldwide. We want you to be a part of this world we created exclusively for you. Please help us to help you by filling in the form provided in this link. All we need to do is to serve our clients better, virtually and if God permits, in person if we had a chance to meet.

Norana Johar, Manager
International Sales & Marketing Department
FingerTec® Worldwide