We joined The Finlab’s accelerator to digitalise an age-old industry

Automation, data analytics, artificial intelligence — all part of transformation and evolution of businesses around the world. Everyone’s talking about it and attempting to catch the wave.

But it’s one thing to understand digitalisation, but another to implement it.

Businesses have to change in order to keep up with the ever-changing business landscape. Such transition may be challenging to business owners, but not acting on it is fatal. Providing the expertise for a successful transition is where The FinLab excels. The FinLab, a joint venture between UOB and SGInnovate, is a business accelerator that propels the growth of technology companies and catalyses the digital transformation of businesses.

Last Wednesday (15 Aug 18), Team Novocall was at The FinLab’s Cycle 3 Showcase Day, where we took part as a technology solution provider to SMEs, in particularly helping EU Holidays generate more leads with our callback platform.

In this acceleration cycle, The FinLab matched innovative technology companies (such as us!) to SMEs to help them catalyses the digital transformation of their business.

To be honest, it was a stroke of luck that we joined The FinLab’s cycle. Having spoken to numerous businesses, we knew our solution worked for companies with high call volume. Jiong Han then spoke to Felix, MD of The FinLab, and we found out that they’ve been collaborating with Singapore Tourism Board (STB) to help digitalise travel agencies (TAs) in Singapore.

Though a pitch with many travel agencies, we were shortlisted. The FinLab skillfully understood the business needs of travel agencies and matched our product with them. We were introduced to Kevin from EU Holidays.

Kevin told us that EU Holidays, being one of the oldest and biggest travel agencies in Singapore, was keen to digitalise their business without losing the one thing that customers loved about them — their personalized customer service.

Through our conversations with EU Holidays and other TAs, we found out that customers’ user journeys and brand interactions are changing as more consumers move towards digital. Back when travel agencies relied on travel fairs, customers inquired about tour packages through email, calls or face-to-face. Nowadays, as with most working adults, consumers rely on the internet to source and contact travel brands. This often occurs late at night and there’s no one to answer their queries at 11pm. Customers either email for a call-back or call tomorrow if they remember.

Clearly, there’s a hand-off from the digital world to the offline sales team, and this often results in a disconnect in user journey and customer interaction.

Bridging this broken experience between the digital journey and offline sales team is Novocall’s main mission. Our callback software platform allows website visitors to request an instant callback that connects them with the company in a matter of seconds, allowing companies to instantly engage an interested customer. Alternatively, they could request an automated scheduled callback, arranging a callback at their time of convenience. Sales teams also receive customers’ last visited web-page as context for their call.

With this, EU Holidays implemented a 30-day trial of our software with a goal to serve their customers better, with The FinLab facilitating the entire time.

Through these 30 days, EU Holidays got some good results:

  • 100+ additional callbacks
  • 200+ messages and WhatsApp leads

Best of all, this increase occurred without them increasing their marketing budget! This shows that understand your customers’ journeys and aligning customers’ touch-points to create a holistic experience is crucial.

This year’s theme for The FinLab’s Cycle, Catalysing Change, captured the importance of digitalisation for SMEs. It proved its expertise and dedication to Singapore startups and SMEs. We’ve thoroughly enjoyed and benefited from The FinLab’s program and it’ll be great if they have inspired other platforms to follow suit.

To learn more about our experience in The FinLab, or about our solution, visit us or write to us to discuss further.

Written by

JJ Huang

JJ is the Co-Founder of Novocall. When he’s not busy building the Novocall brand, he spends his time watching crime shows and documentaries.

Written by

JJ Huang

JJ is the Co-Founder of Novocall. When he’s not busy building the Novocall brand, he spends his time watching crime shows and documentaries.

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