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Singapore Firm Introduces Integrated E-C, Call Services

Singapore-based design and contract manufacturer and products distributor, GES International Ltd. has just launched its fully integrated Digiland e-commerce and call center management services.

The e-commerce services were set up under GES' marketing and distribution arm, Digiland International Group of Companies.

End users and resellers can either place their orders via the telephone or via the Internet at the DigilandMall.

DigilandMall, GES' e-commerce Web site, allows customers to purchase a variety of products online such as personal computers, peripherals, and electronic equipments from well-known brands.

The integrated Digiland call center complements the e-commerce site by providing call agents, conversant in the native languages of the countries they are serving to assist customers with their queries.

The e-commerce and call services share database and linkages to banks and to the internal inventory, order fulfillment, and financial system. Thus customers get an integrated service from both the Web site and the call center.

The respective caller country will fulfill the delivery, said Lim Tow Cheong, managing director of Digiland Singapore Pte Ltd.

Digiland has existing network infrastrustures in Australia, Hong Kong, China, India, Indonesia, Malaysia, the Philippines, Singapore, Taiwan, Thailand, and Vietnam to deliver the products ordered.

The launch in Singapore represents the first phase of the project, which will be rolled out to Australia and Malaysia.

After that, it will be rolled out to countries throughout Asia Pacific such as Hong Kong, the Philippines, Thailand, China, India, Taiwan, and Vietnam this year and the next.

As the regional headquarters for the e-commerce services, the Singapore Digiland center is responsible for setting up the necessary distribution infrastructure and logistics network.

"To date, GES has spent S$5 million in infrastructure and staff," said Daniel Yeong, managing director of GES International Ltd. "The whole project will cost up to S$7 million."

As a regional hub, the Singapore Digiland office is also required to support orders from Malaysia and Australia.

Currently, the Singapore hub can receive up to 10,000 calls a day.

"If necessary, we will set up a second hub in north Asia to specifically serve the Chinese speaking customers if the volume is overwhelming," said Yeong.

Yeong expects 50 percent of the revenue in business-to-business transactions to come from the Internet in the first-year running of the e-commerce and call center service in Singapore, Malaysia, and Australia. In the second year, it would be 80 percent, he said.