Elite Grows Asia Pacific Services Team
Elite has restructured its Asia Pacific client services division, increasing headcount by 50 percent and creating dedicated regional service teams. Elite Exchange spoke with Christelle Nicola, Director of Client Services Asia Pacific, about the new service teams.
E: Why did Elite decide to increase headcount and services in the Asia Pacific region?
CN: The reorganisation confirms our commitment to the region and is a response to our growing client numbers in Australia, New Zealand and South East Asia. With these added resources, we will be able to more effectively meet the increased demand for consulting and technical services.
E: How will you be organising the new teams?
CN: Team leaders will be assigned across our core service areas and will be responsible for maintaining high customer satisfaction levels and recruiting expert technical resources as needed.
E: What products do you support and what services do you offer?
CN: We now support Elite Enterprise and Elite 3E. In order to provide the most effective service possible, we have split into four dedicated teams: Conversion Services, Implementation and Consulting, Technical Services, and Client Services South East Asia.
E: Going forward, what kinds of customer service improvements can our clients expect?
CN: This move will allow us to offer an enhanced level of support and provide more on-the-ground local technical resources to our customer base. We have created a managerial layer, which sets an effective foundation for managing customer requirements. We have appointed a team leader specifically to manage demand for services in South East Asia and have added five additional people to the overall Asia Pacific team.
E: Who are the team leaders?
CN: Allison Stephens is leading the Implementation and Consulting team, Terry Gibson will lead Technical Services, Oliver Townsend will lead the Conversion Services team and Cheng Kwee-Chua will lead the South East Asian Client Services team in Singapore.