Sybrid Private Limited has entered into a strategic partnership with Pakistan Single Window (PSW), marking a significant milestone in enhancing the country’s trade facilitation processes. MoU was signed during a ceremony held at Sybrid’s Karachi office, solidifying a collaboration that has already spanned over three years. The partnership aims to enhance customer support services and operational efficiency, further strengthening Sybrid’s leadership in the business process outsourcing (BPO) sector.
Launched by the Government of Pakistan, the PSW platform has been a transformative initiative, streamlining trade and customs procedures by integrating various government departments and stakeholders. By simplifying and automating the regulatory framework, PSW has paved the way for more efficient trade processes in the country. Sybrid has played a pivotal role in supporting this initiative by providing cutting-edge customer support solutions, ensuring smooth experiences for users of the platform.
Under the newly formalized MoU, Sybrid will continue to enhance PSW’s customer support services by managing inquiries and complaints through multiple customer touchpoints, including phone, email, and social media. With the implementation of a comprehensive CRM system, automated call handling, and advanced tools such as Computer Telephony Integration (CTI) and Interactive Voice Response (IVR), Sybrid will further streamline operations, improving response efficiency and ensuring that PSW meets its key performance indicators (KPIs).
Sybrid’s contribution goes beyond just supporting PSW’s core operations. The company also manages two important initiatives within the PSW ecosystem: the Women Entrepreneurship Program (WEP) and the Port Community System (PCS). The WEP is designed to empower women entrepreneurs by providing them with the resources and support necessary to succeed, while the PCS focuses on improving the logistics and operational efficiency of Pakistan’s ports. Both initiatives align with the government’s broader vision of fostering inclusive economic growth and promoting trade innovation.
During the signing ceremony, both Sybrid and PSW officials highlighted their shared commitment to innovation, customer satisfaction, and operational excellence. Ridwan Mahfooz, Vice President of Sybrid’s Commercial Division, expressed his enthusiasm about the partnership, stating,
“We are honored to formalize our partnership with PSW, an initiative that holds immense significance for Pakistan’s trade and economic development. By leveraging our expertise in customer experience management, we aim to further PSW’s mission of transforming trade facilitation and empowering stakeholders.”
Athar Fahim, Chief Strategy Officer of PSW, emphasized the importance of the collaboration, saying,
“This MoU with Sybrid underscores PSW’s mission to revolutionize trade facilitation in Pakistan. By joining forces, we are not only strengthening our customer support framework but also setting a new benchmark for operational excellence in trade. This collaboration embodies our shared vision of leveraging technology to simplify processes, enhance user satisfaction, and ensure that Pakistan’s trade ecosystem evolves in alignment with global standards of efficiency and innovation.”
The partnership aims to address the evolving needs of Pakistan’s trade and logistics landscape, bringing advanced technology-driven solutions to the forefront. Both parties share a vision of enhancing user experiences, streamlining operations, and contributing to Pakistan’s trade and economic growth.
As the MoU lays the groundwork for future collaboration, the focus will be on delivering exceptional customer experiences, driving technological innovation, and supporting the broader goals of improving Pakistan’s trade ecosystem. With both Sybrid and PSW working closely together, this partnership is poised to play a key role in shaping the future of trade facilitation in the country, ensuring that Pakistan continues to meet global standards in efficiency and innovation.
