Technology
Indonesia
SME/Startup
"With Alibaba Cloud, Techsun can adjust the scale of infrastructure resources easily to meet increasing demand in a rapidly evolving market, maintaining high levels of customer satisfaction and retention, and adapting to changes in technology while maintain robust data security."
--- Techsun
About
Techsun
Techsun
Techsun is a fast-growing SaaS company offering cutting-edge Customer Relationships Management (CRM), Customer Data Platform (CDP), and Marketing Automation (MA) solutions in the retail industry. Social Hub is Techsun’s flagship cloud-native SaaS product for multichannel retailers, helping them manage multichannel data and facilitating brand strategy through a list of consumer management and marketing tools, including AI intelligent conversation guide robot, channel data collection & integration, consumer analysis, transaction analysis, customer label management, rewards card management, loyalty allocation, marketing calendar, marketing automation, and message templates.
Amidst the COVID-19 pandemic, the retail market experienced a slowdown due to supply chain disruptions and shifts in consumer behavior. However, it also presented an opportunity for omnichannel marketing in the retail industry. As Southeast Asia's leading CRM solution provider, Techsun has assisted numerous brands in thriving in this competitive environment through its omnichannel marketing platform. Notable clients include Haagen Dazs, Adidas, and Olay.
Challenges
Like any other Software as a Service (SaaS) company, Techsun has faced its own set of challenges, especially when expanding its CRM platform from China to international markets.
Regulatory compliance is one of the most challenging aspects, as different countries have varying regulations regarding collecting, storing, and processing sensitive customer data. Techsun has to adapt its data handling practices to comply with these strict and complex regulatory standards in international markets.
At the same time, users rely on the CRM system to be available whenever they need it. Therefore, ensuring high availability and minimizing downtime is crucial for Techsun to maintain user satisfaction and trust in the platform.
Scalability is also important for Techsun at different stages of the company’s business growth to balance the need for features and performance with budget constraints at various stages of resource planning. During the initial phases, when the workload was minimal, prioritizing cost optimization without sacrificing performance and reliability was crucial. As the user base expanded, scalability became essential to accommodate growing demand and maintain a seamless user experience.
Techsun needed an infrastructure service partner to address differences in internet infrastructure, network connectivity, and technological infrastructure in target markets to ensure optimal performance and reliability of the SaaS platform, as well as the ability to scale its infrastructure and services horizontally and vertically to accommodate higher traffic volumes and data processing requirements.
Why Alibaba Cloud
Founded in 2009, Alibaba Cloud has emerged as Indonesia's premier public cloud service provider, offering 3 availability zones to comply with Indonesia's data localization regulations.
Additionally, recognized as Asia's top Infrastructure as a Service (IaaS) provider, Alibaba Cloud is renowned worldwide for its technological innovation, particularly in areas such as data storage middleware, big data processing, and artificial intelligence (AI).
Alibaba Cloud offers a comprehensive suite of cloud computing services and solutions to support Techsun in meeting the growing demand for the CRM platform, cross-regional deployment, and global omnichannel data integration. With Alibaba Cloud, Techsun could adjust the scale of infrastructure resources easily to meet increasing demand in a rapidly evolving market, maintain high levels of customer satisfaction and retention, and adapt to technological changes while maintaining robust data security.
Architecture
Techsun leverages Alibaba Cloud’s Big data processing solutions, such as Elastic MapReduce (EMR), to enhance their CRM system’s capability to analyze vast amounts of customer data, including demographics, behavior, preferences, and interactions across various touchpoints. This allows the creation of customer labels automatically and 360 ° customer profiles by aggregating data from multiple sources, such as CRM databases, social media, website interactions, purchase history, and customer service interactions.
Furthermore, ApsaraMQ for Kafka, a distributed message queue service provided by Alibaba Cloud, was utilized to construct a data pipeline. It enables Techsun to analyze customer data in real-time, enabling businesses to respond promptly to customer inquiries, resolve issues, capitalize on emerging opportunities, and deliver personalized and timely customer experiences.
Looking Forward
Over the past few years, Techsun has demonstrated resilience and innovation, continually evolving its offerings to meet the needs of its customers and maintain its position in the CRM industry.
Moving forward, Techsun will continue to leverage Alibaba Cloud’s global network of data centers and scalable computing resources to deploy its SaaS services, serve global customers, expand its geographic reach, and improve the availability of its application for users worldwide. This allows its CRM platform to deliver a consistent user experience and high availability across different regions and time zones, ensuring minimal downtime and optimal performance for users.
As a well-known solution provider in the field of artificial intelligence and digital marketing, Techsun will enhance collaboration with Alibaba Cloud for AI solutions, such as Natural Language Processing (NLP) and sentiment analysis. This will enable its CRM systems to analyze customer feedback, reviews, and social media conversations to improve customer satisfaction.
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