Daythree Business Services snags award at Malaysia National Business Awards
Enabling staff to do the creative work that really matters through bots and artificial intelligence.
As firms across various industries continuously seek out ways to improve and remain competitive during the global pandemic, there’s a handful of struggles to adapt to the shift in technology and regulations whilst optimising operating costs. This is where business service provider Daythree steps in to lend a hand.
Delivering insights and innovation-driven customer experience, Daythree Business Services prides itself on its ability to develop best practices and incorporate cutting edge technology into the processes they manage to improve operational outcomes and service level standards for the brands they represent. To date, it boasts a list of reputable regional and global clientele.
Helmed by founder and CEO Raymond Devadass, Daythree began its exploration of digital transformation in 2016 in a bid to improve business processes by automating high volume, mundane, error-prone, and manual processes within the firm and its clients’ environments.
With the aim of enhancing workplace tools with human-like abilities. Daythree developed Daisy, an end-to-end customer journey mapping solution to focus on data management and delivering key business insights. Daisy is the flower name that comes from an Old English word meaning “the day's eye". By the same token, Daisy sits at the heart of the business, as the eye to Daythree’s operations, providing business intelligence and data analytics using intelligent bots and artificial intelligence technology.
The team at Daythree rely on Daisy to gather and manage data from multiple sources, and to ensure data integrity for every single customer interaction. By transferring these high volume, low value, mundane and human-error prone tasks to digital workers, the solution frees executives to focus on delivering a connected experience with the brand's end customers and allows them to do the creative work that really matters,
It also gives the firm the ability to turn these data into meaningful business insights, ultimately the needed visibility to make informed decisions.
To date, Daythree has developed over 200 processes and currently owns one of the biggest bot farms in Malaysia. It worked closely with its stakeholders and clients in developing bot tasks that alleviated certain pain points whilst ensuring that data security and IT compliance were adhered to.
Some functions of these digital workers include ‘after call work’ bots that can create tickets and dispositions and escalate them to the right stakeholder, allowing their executives to take the next customer interaction. This has resulted in faster turnaround times, with the average handling time down by up to 300 seconds.
As well, digital supervisors monitor every new and pending case and follow up with the respective stakeholders based on the agreed service-level agreement (SLA). This has seen customer satisfaction improving by 40 per cent as the supervisors achieve100% case monitoring.
Meanwhile, a monitoring and treatment bot aids in digital security, handling HR tasks such as employee project assignments, attendance and leave discrepancy, proactive card replacements for those with missing access cards and productivity zone monitoring. According to Daythree, the bots can help mitigate organisation risk by deactivating Windows Active Directory IDs, email addresses, the door access cards and highlighting the risk to their supervisors and HR in the event a defined risk is detected.
Since developing data management bots. Daythree has rechannelled 25% of supervisors’ working time from data management and report writing to coaching and people development.
Because of its efforts to provide quick, flexible, and easily scalable solutions to its clients, Daythree Business Services nabbed the Malaysia National Business Award for Business Services at the recently concluded 2022 Malaysia National Business Awards. Now in its second year, the awards programme lauds homegrown Malaysian companies across various industries with exceptional projects or innovative internal practices that boost Malaysia’s fast-growing economy.