“The reason we chose EVOX is that in addition to how easily it allowed us to set up hybrid work shifts and remote work, it offered our business operational flexibility. This is key.”
Zeng Yuanqi, Assistant General Manager of Kaiyuan Customs Broker Co.
Our people-oriented “win-win” value system has allowed us to build a nationally recognized high-quality enterprise.
Taiwan is an island country and international trade is the lifeblood of the economy. Professional customs brokerage services play an important role in promoting the smooth flow of international trade. Kaiyuan Customs Broker Co., established for more than 40 years, is the first customs broker in the country to pass the strict inspection of the custom's “AEO Quality Enterprise Safety Certification.” Today it is the leader in the customs broker industry.
However, as an “Undefeated Warrior” in the customs brokerage industry, company Chairman You Xin did not exhibit the arrogance common to successful entrepreneurs. He humbly said, “We exist to serve customers and charge a meager service fee,” and he firmly believed that “people are the most valuable asset of Kaiyuan.”
You Xin won the trust of many large companies for formulating a set of legal, accurate and fast customs clearance procedures (Picture source: Kaiyuan Customs Broker Co.)
Chairman You's modest and people-oriented belief is reflected not only in the company's customer-oriented service attitude, but in the company's internal management philosophy. Unlike traditional customs brokers, Kaiyuan Customs Broker Co. attaches great importance to personnel training. The company was awarded the TTQS (Talent Quality-management System) gold medal by the Ministry of Labor and offered the Kaiyuan Lecture to provide education and training for Kaiyuan employees to improve professional skills and increase competitiveness. You even extended training to customer employees.
Was he worried that training external workers would divulge company secrets? Quite the opposite! He felt that teaching customer's employees more about the customs clearance process would effectively reduce documentation issues, improve communication and increase trust and cooperation. For both parties, one plus one is greater than two, and the end result is a professional customs clearance ecosystem. This is the “win-win” philosophy that Chairman You believes.
With EVOX's pure cloud feature, employees could start working offsite immediately.
Since he had experience with the SARS pandemic, Chairman You knew that the impact of the Covid epidemic would not be short-lived. In order to protect the safety and health of the staff and ensure continuous operation, the Taichung head office decided to set up a remote office in the building next door to relocate 60 staff members and implement hybrid work shifts. That was when they were confronted with the limitations of their existing IP PBX.
Even though their PBX was IP based, they would still need to purchase and set up equipment in the new office as well as any new branches and remote workers/offices. Not only would this be costly, but their IP PBX did not support staff members working from home. While searching for a viable solution, Assistant Zeng Yuanqi from the General Management Office looked into EVOX Cloud PBX.
With EVOX, employees can make or receive calls on the company's main number whether they are working in the office or at home. (Source: EVOX)
Unlike IP PBX, EVOX PBX operates purely in the cloud. There is no need to purchase or install any new hardware equipment for a new office location. Employees can answer and make calls as usual with an internet connection. The team could move to a remote office and continue to work without any interruption — external communication and operations were no longer affected by the epidemic.
Further reading:
Cloud PBX is indispensable for telecommuting, and enterprise epidemic prevention accelerates digital transformation
EVOX's branch function also allowed Kaiyuan to connect four main locations through the cloud: Taichung Headquarters, Taipei Branch, Changhua Lukang Branch and Taichung Wuqi Port. Internal calls between branch offices are toll-free. And, unlike with their IP PBX, an EVOX branch office does not need a gateway or VPN connection to connect to the other branches. The head office can quickly establish and manage multiple branch office phone systems using EVOX Admin online.
Intuitive design makes professional functions easy to use.
Associate Manager Zeng chose EVOX over other cloud phone service offerings because it allowed Kaiyuan to use an intuitive user interface to set up remote offices and workers. In addition to the fast onboarding, the simple yet elegant design of the mobile and PC applications made users feel at ease and greatly sped up app adoption. The online management tool allowed multiple department heads to easily use a web browser to modify settings and configure call routing locally. With no need for a dedicated IT professional, managing system and team operations was much more efficient.
The EVOX App is available for different devices, offering Kaiyan staff flexible calling methods
Staff members answer and receive calls on their device of choice. (Source: EVOX/Kaiyuan Customs)
For example, there are many onsite personnel in the Taichung Wuqi Port who work in the container yard. In the past, they used LINE to communicate with each other or with customers. However, LINE is a private communication software which requires users to add a contact as a friend before calling each other. Since the contact data stays with each user's private account, the company had no way of gathering or managing the contact records.
Further reading :
Why LINE or Skype is not recommended for business users
Now container yard employees use the EVOX Mobile App to communicate with customers using the company's main number. Not only is this more professional, it's more convenient and allows the company to manage contact data and records. On the other hand, colleagues in the import and export department who mainly stay in the office or work from home often choose to use the EVOX PC App with headsets. This option is more comfortable and reduces fatigue and neck strain caused by holding a mobile or desk phone for long periods.
Using cloud integration to create another win-win situation, Kaiyaun's digital transformation never rests.
For Kaiyuan Customs Broker Co., digital transformation is a never-ending journey. Since the initial automation of the customs process in 1988, it has established its own IT department. Kaiyuan has become a pilot testing site for the “Maritime Customs Clearance Network Operation System,” helping the Taiwan Customs office reach a new automation milestone.
Facing the ever-changing international market, Kaiyuan decided to use the power of cloud integration to make their cloud tools complement each other. This integration maximizes the benefits of cloud services and greatly improves operational efficiency and employee productivity. With ECLIK (the EVOX Client Integration Kit), they integrated EVOX with their own cloud ERP system. This synergy enhances their relationship with their customers and elevates customer service to the next level.
Compared to the traditional CTI integration method, ECLIK cloud integration is far less costly and more flexible. As demand changes, it can be easily customized and expanded. For companies who are always transforming, EVOX is the most flexible business communication solution.
