Our team at Rework discussed with Mr. Ivan, Managing Director, and Mr. Jordan Ng, Operation Manager of 3FS Technology, about overcoming operational inefficiencies. Learn how we streamline their key processes, replace Monday.com and Asana, and prepare 3FS for growth.

Introduction of 3FS Technology Company

Founded in 2018, 3FS Technology is a leading provider of Point of Sale (POS) solutions in Malaysia. Their range of services includes POS systems, CRM, accounting software, and payroll solutions. The company now has over 1,200 clients across Malaysia, mostly small and medium-sized enterprises (SMEs) in the Food & Beverage (F&B), retail, and service industries. 

Founded on the principle of delivering exceptional service, 3FS Technology aims to help traditional businesses achieve digital transformation by providing affordable and effective technology solutions. The company's core values, as highlighted by Mr. Ivan, Managing Director, include a commitment to "Service first" and a deep sense of responsibility to their clients.

Though they only had 10 employees when adopting Rework, Mr. Ivan emphasized the importance of early acquiring technology to the company for better service delivery and sustainable growth in the long term. 

Increasing customer satisfaction by streamlining implementation process 

Before adopting Rework, 3FS Technology struggled with inefficiencies in their implementation processes, heavily relying on manual methods. This led to frequent miscommunications, duplicated work, and delays in customer service. “When customers requested support outside office hours, our employees often forgot to follow up as there were no tools to track these tasks.”,  Mr. Ivan explained the challenge. 

In an attempt to address these challenges, 3FS Technology initially adopted Asana, but its limitations quickly became apparent. "We used Asana before, but it didn't offer the level of automation we needed," Mr. Jordan, the company’s Operation Manager, explained.

A specific example of this inefficiency involved using Google Forms for client information collection before the onsite installation and training process. "Previously, our sales team used to send Google Forms to clients for them to fill in the information. Then our admin had to download and manually input the data into Asana tasks, then assigned those to the technical team. This process was prone to errors and delays." Mr. Jordan shared.

Rework provided the solution they were seeking. The information that customers provided can be pushed directly to the Rework system, which is regarded as “very impressive” by the team. 

The web form generated by Rework. Information submitted via this form will be pushed directly to the Rework system.

Another particular frustration they had with Asana was the lack of automatic task progression. "In Asana, tasks and information didn’t automatically move to the next employee when completed. We were not able to review the required checklist at each stage either". 

"Now, after using Rework, we can automatically set deadlines and requirements for each stage of the process to ensure the standard service", Mr. Jordan added. 

Required to-dos and information that employees in charge of a particular stage must complete before handing the job to the next person

This shift led to a dramatic reduction in the time required to implement new systems for clients, from 14 days to just 5, which greatly improved customer satisfaction. 

"Before, we actually received multiple complaints from our customers about our slow support. Now, that’s rarely the case," Mr. Ivan added.

Preparing for growth by solving leads management problems

Beyond improving the implementation process, Rework also addressed the challenges 3FS Technology faced in managing sales opportunities. 

Previously, the sales team relied on a mix of manual methods and Monday CRM for tracking leads. Rework replaced both Monday.com and Asana, providing a unified platform that streamlined the operation. 

"Sometimes, our sales team used to forget to follow up with customers as there was a lagging time when they received the information, but now Rework can ensure that we never miss out on any opportunities", Mr. Jordan explained.

An example of the sales process visualized on Rework Flows application

This integration has enabled 3FS Technology to handle a larger volume of clients without compromising service quality.

"At the time we implemented Rework, we had only 600 customers and that was already overwhelming. But within 3 months, we can now support 1,200 customers", Mr. Jordan said. 

The ability to manage both tasks and leads within a single platform has empowered 3FS Technology to optimize their sales strategies and improve overall performance. "With Rework, it’s easy to monitor our team's progress and ensure there’s no backlog. The reports are way more convenient to read than Asana. We can track the quality of our leads and staff performance, allowing us to make informed decisions. " Mr. Ivan added.

Rework’s built-in reports make it easy for company leaders to keep track of the daily operation

Looking back at the joint effort

For 3FS Technology, the main concern had always been how to onboard effectively. "There are many software options in the market, but the lack of guidance on onboarding has always been our main difficulty. Rework did an excellent job of guiding us through setup and implementation.", Mr. Jordan explained.

"The hardest part was figuring out how to structure our workflows, but with Rework's support, it was straightforward."

That being said, Mr. Jordan's role as the Operation Manager was crucial to the successful implementation. His deep understanding of the processes and his tech-savviness allowed him to set up all the workflows in Rework with ease.

"It only took Mr. Jordan seven to ten days to onboard their teams, which was incredibly fast compared to the typical two to three weeks other companies might need," said Mr. Kevin, Rework’s Customer Success Manager for 3FS.

This whole experience has been transformative for 3FS Technology. By replacing both Monday.com and Asana, Rework provided a comprehensive solution that not only solved the critical challenges but also greatly enhanced overall efficiency. As Mr. Jordan summed up, "If we had to handle daily tasks and settle stuff, we wouldn't have time to grow the business. Rework has allowed us to focus on our future, enabling us to save time on management and think strategically about our company’s direction."