Telexpress, established in 2001, is Taiwan's leading eCRM outsourcing service provider. With operations in Shanghai, Nanjing, Shenzhen, the Philippines, and Malaysia, they partner with over 50 international brands globally. Offers digital customer interaction management services, aiming to provide a new service experience built on mutual benefit and innovative thinking, ultimately becoming the most trusted partner for leading global brands in Asia.

HR Management Challenges from Rapid Global Expansion

Starting from Taiwan, Telexpress's rapid expansion in customer interaction services for global brands led to numerous international service locations. This swift business growth and continuous development of overseas branches brought foresight into the difficulties of cross-border information integration and managing disparate rules across various subsidiaries, which could impact future business expansion and Asian market strategy. At the time, they faced the following management challenges:

1. Headquarters in Taiwan lacked real-time visibility into workforce data across locations, affecting operational dispatch efficiency.

2. Varying regulations and systems across international locations made systematic management difficult.

3. Language variations required manual translation of HR data, limiting integration efficiency.

4. Rapid corporate growth and development made it challenging to anticipate future organizational and management needs, complicating system planning.

Building a Multi-Country, Multi-Company HR System Architecture

SmoothHR, with its cross-national and multi-company system architecture, enables managers to access necessary HR-related information within a single system based on their permissions, thus gaining a comprehensive understanding of the company's human resources. Through flexible rule settings, the system adapts to the specific organizational and attendance management needs of each location, accommodating the establishment of future new branches.

Built-in Flexibility to Support Sustainable Business Growth

Due to its extensive experience in implementing solutions for international clients, the SmoothHR team considered the future of cross-national management. Beyond the multi-country system architecture, it offers multilingual user interface expansion in Traditional Chinese, Simplified Chinese, English, Japanese, and more. This facilitates Telexpress's future recruitment of international talent as it expands its global HR operations.

Simultaneously, SmoothHR provides comprehensive HRM, HRD, and HRP solutions essential for enterprise eHR development. This ensures that as Telexpress's management needs grow, the system can be readily expanded or extended to meet those demands.

Implementation Results

1. Established a cross-national, multi-company structure with Taiwan as the headquarters. This enables real-time oversight of HR status across all branches, ensuring prompt HR management and efficient resource allocation.

2. Adapted to multi-regional labor regulations, including support for various social insurance calculations in different regions of China, enhancing efficiency and accuracy in different regions.

3. Provided a system interface that supports multiple languages for multinational employees, with automatic language switching based on user preference. This prevents communication discrepancies and enhances data integration efficiency.

4. Ensured future scalability, allowing expansion into a global, group-level structure with flexibility to support future needs in recruitment, training, and performance management—positioning SmoothHR as a long-term HR partner in Telexpress’s growth journey.