Ever since solution-provider Brandt came to life in 2004, the company’s core mission has been to help its customers deliver the Brand Promise, through its business consulting, customer experience transformation, people development and business process managed services. “We began with a founder’s vision,” says CEO Munirah Looi, “focusing on consulting and business transformation. That grew to include training and eventually clients were asking us to manage their business as well. So, our business process managed services business was the result.
“It is the foundation for all we do – our on-shore and off-shore delivery capabilities span the region and we are able to craft end-to-end solutions for customer support, sales, telemarketing, collections, customer service as well as internal IT and business services.”
Brandt helps organisations make significant and radical improvements to their overall performance by tackling their most challenging issues. Munirah adds, “We ensure that your people, processes and operations consistently maintain a sharp focus on service, quality and business performance. We use a collaborative approach by taking a top management perspective to provide innovative solutions and practices that build our clients’ capabilities.”
That is why the company has focused on building a diverse multi-lingual workforce along with developing key AI and robotic behaviour modelling, technologies and solutions. The combination of customer journey mapping, AI, machine learning, data analytics and automation provides the ability to deliver personalized customer experiences at a global scale. Its vision now is to augment its human workforce with AI and automation to be able to deliver the growing demand for faster and better customer experience cost effectively.
“With our two delivery sites – Bangsar South, KL and Iskandar Puteri, Johor, we are aiming not just for the near-shore ASEAN market but also the global marketplace where we can provide scale and talent to markets such as Europe, Australia and North America.” explains Munirah.
Part of Brandt’s commitment to Malaysia includes looking at creating over 10,000 skilled local jobs in Malaysia by 2020. Some initiatives include programmes to enhance skills, experience and knowledge of ICT professionals. With its Industry-Academia partnership programmes, a significant contribution would be made towards the upskilling of the young graduates helping them gain “more employable new-age skill-sets.”
Looking to the future, Brandt plans to expand its footprint in the region to countries like Singapore, Indonesia, Philippines and markets in ANZ and the West; to grow the workforce beyond 3,000 by 2019 and to scale up to 5,000 by 2020. The company is looking to innovate the digital workforce whereby the outsourced work is performed by software robots using Artificial Intelligence and Deep Learning instead of human workers.
Additionally, the CEO adds that the company is looking to expand its current service offerings from customer service, customer management, telesales and helpdesk, to higher value BPO services in the areas of Customer Management Analytics, HR, Finance & Accounting and IT & Development.
A proudly Malaysian-owned and operated company, Brandt has been a participant of the Global Acceleration and Innovation Network (GAIN) programme under MDEC. The GAIN programme was created to help develop Malaysia’s digital economy, the GAIN programme focuses on catalysing the rapid expansion of local technology SMEs such as Brandt. Munirah said, “MDEC has continued to assist Brandt in its growth and in other ways including market access assistance.”
This is underscored by MDEC’s commitment to nurturing local tech SMEs in their journey towards becoming global players, helping these companies with leadership and capability development, upskilling, brand visibility and scale-up capital.
Brandt International has recently announced the merger with Nityo Infotech Services Sdn Bhd, a US- based IT services company present in 20 countries. Munirah Looi expressed her excitement at this partnership, adding, “Brandt is excited to partner with Nityo Infotech with the strategic intent to grow and multiply our capabilities and expertise.”