Production is going on.
Integrated platform development and Level 1 support help vendors use procure.bn
A Brunei-based organisation combines a centralised procurement platform with multichannel vendor support to make registration, onboarding and everyday use easier to manage.
Client
Challenge
As vendors registered and began using the platform, they needed accessible help with onboarding, account access and common usage questions. The client required support across inbound and outbound calls, WhatsApp and email, including a way to assist vendors proactively when they encountered difficulties.
Frontline enquiries also needed consistent documentation and clear escalation when an issue required more technical attention. Combining knowledgeable user support with the underlying platform was important to the ongoing vendor experience.
Frontline enquiries also needed consistent documentation and clear escalation when an issue required more technical attention. Combining knowledgeable user support with the underlying platform was important to the ongoing vendor experience.
Solution
Comquest developed the procure.bn platform and provides Level 1 vendor support. Its team helps vendors with registration, onboarding, platform access and general usage, drawing on direct knowledge of the application to guide users and identify issues that need escalation.
1
Inbound calls, outbound calls, WhatsApp and email give vendors several ways to reach the support team.
2
Proactive outbound contact helps vendors progress through onboarding when additional assistance is required.
3
BCT dtWorks captures, documents and tracks enquiries, with structured escalation for issues beyond Level 1.
4
Contact centre technology supports voice routing, recording, call handling and operational monitoring.
Impact
Vendors have a dedicated point of contact for registration, onboarding and platform enquiries across multiple channels. Case records give the support team a consistent way to follow enquiries and escalate technical issues, while outbound engagement helps reach vendors who need assistance during onboarding.
With platform development and frontline support delivered together, the client has a clearer view of recurring vendor questions and support needs. These insights can inform guidance and further platform improvements as vendor participation grows.
With platform development and frontline support delivered together, the client has a clearer view of recurring vendor questions and support needs. These insights can inform guidance and further platform improvements as vendor participation grows.
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