case study

Detailed Example of Process Improvement Through Root Cause Analysis (RCA)

At THIENTU, delivering a seamless customer experience is central to everything we do. In early 2023, we identified a significant increase in customer complaints related to delayed deliveries within ou...

Case Study: Inside Our Fintech CX Success: Remote Contact Center Deployment During Lockdown

At the height of the COVID-19 lockdown, a leading fintech company in Vietnam partnered with THIEN TU to launch a fully remote customer contact center. With conventional operations suspended due to cit...

From Zero to 60+: Launching a Contact Center for Ride-Hailing & Food Delivery

To support the growing demand for 24/7 customer service in the digital services sector (e.g., food delivery, ride-hailing, and cashless payments), the client launched a new contact center initiative.

Case Study: Telecom Contact Center Shift from Incumbent Provider in 5 Weeks

THIEN TU partnered with a leading telecommunications provider to transition its customer contact center operations from an incumbent BPO vendor. The objective was to complete the full transfer within...