TLScontact: Robust Customizations For A Unique Workflow

About TLScontact

TLScontact is a teleperformance company that works with governments worldwide to provide visa and consular services on their behalf to travelers and citizens. They focus on providing the administrative aspects of the visa process via a global network of Visa Application Centres. That allows governments to concentrate on their core decision-making role. With that being said, TLScontact has been helping ensure safe and easy travel for both governments and citizens. 

TLScontact has a presence in 90 countries in total, with 150 Visa Application Centres. They operate five days per week, managing visa applications for their government clients. While adapting to the specific needs and requirements of each country, TL contact’s core commitments remain the same whatever the context, namely:

• Excellence in customer experience
• Operational efficiency
• Security by design
• Digital know-how

Challenges with a unique workflow

Being a visa and consular service for governments worldwide, TLScontacts has a unique workflow that requires a distinct system to fit with the customer journey. Normally, on the customer side, the process would be:

1. Online registration and appointment booking
2. Fee payment and reconciliation
3. Application submission at one of the TLScontact centres
4. Quality control
5. Secure data transfer

Accordingly, the process takes time, combines many tasks and sub-processes, and involves many parties. As a result, TLScontact has to handle multiple interwoven cases simultaneously, which is, obviously not simple and tricky to get it right. A normal POS system for retailers and service providers can’t fulfil that. TLS demanded a well-functioning POS system that can be customized to their liking. 

Additionally, the corporation has totally more than 2,100 employees and handles approximately 4 million visa applications per year. With such a large human resource and a huge amount of work that needs to be operated properly, TLScontact needs a feature-rich and technologically advanced POS system. Only then, the corporation can ensure a smooth and efficient workflow, as well as to get accurate business reports. And ConnectPOS appears to be just perfect for TLScontact in this case. 

Our solution

Why ConnectPOS?

TLScontacts decided to count on ConnectPOS with their distinct workflow because they would like to use the POS solution developed right by the company providing their website solution. But more than that, they found ConnectPOS extremely versatile and easy to customize to suit their particular needs and demands. This is a decisive and attractive trait of ConnectPOS that TLScontact couldn’t find anywhere else in other POS systems. 

In addition, the corporation requested a POS that has a close integration with Magento. ConnectPOS, being a robust POS software, is compatible with multiple e-commerce platforms, including Magento 1 (1.8+) and Magento 2 (2.2+). The software synchronizes with Magento on a real-time basis to facilitate a smooth and effective operation of the whole POS system. Magento POS by ConnectPOS has been receiving a lot of love from business owners as its rating on the Magento marketplace is 5/5. 

High-level requirements

With such high-level requirements from TLScontact, it took ConnectPOS approximately 3 to 4 months to customize and implement the POS software into their system. Below is a brief description of the key customizations that ConnectPOS has done regarding TLScontact’s requests. 

• Login form
• Applicant reference number
  • Automatically capture applicant reference numbers when placing orders. 
  • Quickly locate orders by searching applicant reference number.
  • Conveniently view applicant reference number on the order list, order details, and receipts. 
• Region management: Provide TLScontact with insight by region scope for better management across multiple locations. 
• Customer data management
• Magento user assignment to ConnectPOS
• Specialized and comprehensive reports
  • Dashboard reports by region
  • Accounting journal report
  • Sales report by region, by applicant reference number, by outlet, and by category

Extra requirements

• Response time: All report functions should be stable and loaded in an acceptable time. Additionally, placing orders via ConnectPOS also should be fast and smooth. 
• Security: Maintain a high level of security and confidentiality following strict rules and regulations during and after the project. 

Room for customization = room for thriving

After its establishment, TLScontact is completely happy with the stability and flexibility of Magento POS by ConnectPOS. Robust customization is the most important and appealing feature of this POS. With such a customer-centric prospect of customization, ConnectPOS has always been giving their best to leave room for their clients to “DIY” their own POS system to their liking. This makes ConnectPOS stand out from the crowd as a robust and flexible POS that can fulfill all sizes and all kinds of businesses. With this “just-right” system, TLScontact is well-equipped to serve its customers in the best way possible while managing their unique workflow properly. 

ConnectPOS, correspondingly, is also contented with the results. After months of hard work, it’s nothing better than seeing clients thriving sustainably. With its advanced technologies and working conscience, ConnectPOS hopes to be able to continue working with enterprises like TLScontact in the future to optimize the businesses and thrive together!