top of page
RoyalBaby

RoyalBaby

RoyalBaby is a global high-quality stroller manufacturer recognized by customers in more than 80 countries. With the continuous increase of business volume, the original IT structure and the decentralized business system can hardly support the future development of the business. RoyalBaby wanted to standardize the customer service platform with communication channels for different markets.

  • Project Description

    Agile Cloud Migration
    Have the ability to cover overseas customers in a short period of time, allowing the company to successfully solve the challenges brought about by the globalization and rapid growth of its business, and also bringing results to the company in various aspects.

    Leveraging the cloud for flexibility and scale
    Unified integration of customer service call answering, multi-channel integration, and after-sales service and flow through Amazon Connect. Providing 24/7 after-sales service support for overseas markets. "Amazon Connect allows us to respond quickly to customer needs from phone calls and interactive chats on a single platform. It not only enabled us to establish closer relationships with our global customers but also allowed us to simplify the business processes." Hu Wanxin said.


    Paying the ideal solution per usage
    Amazon Connect offers a pay-as-you-go pricing model, which eliminates the need to rely on telecom carriers and other expensive infrastructure or long-term contracts. RoyalBaby significantly reduced training costs for after-sales service agents by 50%.


    Safe and compliant
    "AWS provides a series of security mechanisms and compliant services. Data is securely stored in Amazon S3 storage service and always encrypted. It helps us to meet regulatory and privacy protection requirements of different markets, allowing us to develop our core business with more confidence," Hu Wanxin said.


    What's next step? Improvements in operational efficiency across the CX function
    As digital-savvy customers now demand more personalized experiences and more agile service capabilities from companies, RoyalBaby continues to explore how other AWS services can help to deliver seamless, efficient CX worldwide.

  • Challenges

    • RoyalBaby needed a system capable of secure access that anyone could connect with from anywhere. With the different devices everyone used, it was clear that a secure and flexible cloud-based solution was needed.

    • The traditional IT architecture and the dispersed business systems and applications have posed new challenges to the enterprise. "The independent IT architecture of each regional market and the decentralized commercial system limited the deployment, expansion, and response speed.

    • Bricom helped to place employees and customers at the heart of its experience-first, cloud contact center strategy. 
      Liberated by one-stop global telephony coverage, workforce management, and personal development tools — resulting in reduced wait times, speedier service, and more satisfied customers.

    • Hu Wanxin, Global E-commerce Manager of RoyalBaby, said, "Especially when expanding overseas business, we often need to find local partners in different countries and regions to negotiate the construction of contact center, including the application of telephony resources from carriers, contract communication, and a series of cumbersome procedures are costly."

    • RoyalBaby didn't want to waste any time in leveraging an omnichannel solution that integrates the enterprise's independent station, third-party e-commerce platform, and call center in a unified way to achieve global coverage of customer service capabilities.

  • KPI

    • 50% cost savings

  • Bricom Capabilities

    • Used AWS services including;

      • Amazon Connect                  

      • Amazon S3                       

    • Rapid deployment experience and migration of customer contact center platform based on AWS

    • Global telephony coverage and flexible billing methods

    • Full support from partners with strong service capabilities

bottom of page