True Corporation comprises more than 40 subsidiaries spread across Thailand, Cambodia, Laos, Vietnam, and Malaysia. In addition, the company owns and operates 400 Thailand-based cafes named True Coffee.
True HQ used traditional communication methods like in-person meetings and emails to communicate across the many stores and offices.
And while conventional communication channels still served their purpose, True’s tremendous growth and increasingly dispersed and remote workforce meant they needed a more digital and centralised alternative.
True originally opted for consumer-based applications like Line to simplify the communication and reporting process, but in hopes of finding something more structured and secure, HQ decided to try something designed specifically for businesses.
Eko’s Topic feature helped True organise their conversations, reducing communication errors and improving efficiency.
Topics are threaded conversations created for a specific discussion, initiative, or project.
Topics prevent conversations from overlapping each other as they create a separate chat room within the direct or group chat.
True Corporation created a Topic for every branch, doing so structured their communications and allowed HQ to go through and share relevant information with a specific branch more optimally than before.
Another big change supported by Eko’s Topics helped streamline the quality assurance control processes.
True’s executives created a smart architecture of chat groups based on a store’s operating structure. Now, if a regional or global manager wants to look at the quality assurance update for a particular branch, all they have to do is open the ‘reports’ group chat within Eko, and scroll to the Topic named after the specific chain. That gives all the managers real-time visibility into all their stores.
Structured communication and information sharing helps to reduce communication errors and improve awareness, and service quality, resulting in $55,000 savings monthly.
Aside from improving communications, Eko military-grade security protocols helped assure upper-management that all business-related information shared within the platform would remain encrypted and secure.
True Group’s Chief Customer Service Officer says, “Eko is the only secure environment where I can communicate with my team, or ad-hoc selected team members on a certain topic. Unlike Line, in which people can invite others, I have confidence that outsiders cannot join into company confidential communication. It allows staff/managers to hear from top management directly without messages being diluted as they go through management layers. It’s an impressive app!”