EME Myanmar has invested an undisclosed amount in local call center Lan Thit Masterpiece Limited (LML), marking EME’s fourth investment to date.
La Woon Yan (Senior Investment Analyst at EME Myanmar) with Hpauje Kai Hkawng (CEO at LML)
LML offers a range of outsourcing services, including inbound and outbound customer service, sales, data entry and ground marketing. The company started operations in May 2018, and already serves several large multinational clients with significant customer bases.
LML draws on the support and expertise of its founding investors: Masterpiece Group, a large Japanese outsourcing company, and Bagan Innovation Technology, a local tech giant famous for its keyboards and e-book store. The company is based in MICT Park and headed by Hpauje Kai Hkawng, a Myanmar national who ran one of Masterpiece Group’s call centers in Japan for 9 years.
EME’s Investment Director Hitoshi Ikeya commented, “The time is right for a new call center in Myanmar. Companies are spending more on customer support as competition heats up, and consumers want better service. While hiring entry-level staff to handle customer service is cheap, LML offers a robust solution that saves money over the long term through better reporting, reduced overheads and fewer complaints.”
EME will provide LML with sales training, mentorship and introductions as part of its active investment philosophy.
EME’s Q&A with Hpauje Kai Hkawng (CEO of LML)
What kinds of services does LML offer to companies?
LML provides business process outsourcing, focusing on call center services, alongside market research, customer surveys, ground marketing, and social media management.
Why should companies choose to outsource their customer service and sales to LML?
It can be difficult for companies to build good customer service teams in-house, and knowledge is often lost when employees leave the company. By using LML, companies can focus solely on their main business, without worrying about customer service. As a specialist in customer service, LML knows customers' requirements better, listens effectively and can analyze the customer trend based on customers' feedback.
How will EME help LML to grow?
EME will help with general market awareness and economic analysis, so that LML knows which industries to target for potential clients. In addition, EME will help oversee the sales process, providing connections to international business. and potential clients.
What is your vision for LML in the next 5 years?
We aim to be the leading call center in Myanmar, known for our quality guaranteed customer service. We want to fill 200 seats, and provide high living standards for our employees.
How will LML change the customer service / outsourcing landscape in Myanmar?
Currently call centers in Myanmar are mostly one-way; they don’t prioritize listening to customers. LML will put the customer first, making sure that customers always receive friendly and trustworthy service.
About Masterpiece Group
Masterpiece Group, Inc., originally established in Japan, has over 25 years experience in BPO services. Since 2000, they have expanded throughout China and Southeast Asia; totalling 12 operating centers across 7 countries, supporting 10 languages and over 200 clients worldwide. They focus on the development of specialized BPO services in Asia centered on the world’s major languages: English, Chinese and Spanish.
Matt Viner (Investment Manager at EME) with Loring Harkness (CEO of Mote Poh) showcasing the Mote Poh booklets
We’re excited to announce our lead investment in the seed round of Mote Poh, a Yangon-based employee-benefits-as-a-service startup for Myanmar companies, together with Nest Tech of Vietnam.
Founded in May 2018 by serial entrepreneur Loring Harkness, Mote Poh has grown quickly and now serves over 60 clients, including Yoma Strategic Holdings and MyJobs.com.mm. The company’s mission is to help companies ‘surprise and delight’ their employees through an exclusive rewards book that can stretch employees’ paychecks by hundreds of dollars a month.
As an investment firm, we’ve seen high employee churn rates across many industries in Myanmar, and it’s exciting to see Mote Poh tackling the problem head-on. We expect to help Mote Poh grow by consulting on technology and finance, as well as helping them partner with our mentors and companies in our network.
Currently based out of the Phandeeyar coworking space in downtown Yangon, Mote Poh is developing a mobile app, and expanding to other types of loyalty programs. It seeks to transform the HR industry by partnering with companies to recognise and reward employees.
EME's Q&A with Loring Harkness, CEO of Mote Poh
How did you come up with the idea for Mote Poh?
Mote Poh is a localised version of employee benefits programs that leading companies in Singapore, the United States and other countries have been using for decades.
Many companies in Myanmar provide employees with limited compensation packages: salary, personal income tax, social security contributions, and occasional ad hoc benefits like team dinners. At the same time, many companies have difficulty recruiting, recognising and rewarding, and retaining top talent.
I spoke to dozens of company owners, CEOs and HR Managers. I asked them why they didn't provide better benefits to their employees. Their answers were nearly all the same: they fear that implementing an employee benefits program will be time consuming and expensive - and that employees wouldn't appreciate it.
So I created Mote Poh - a small book full of 100% FREE items and exclusive discounts at favourite shops, restaurants and activities across Myanmar - to help companies surprise and delight their employees every month. Mote Poh makes employee benefits easy - just great benefits employees love, with no hassle and no big price tag.
What impact does Mote Poh create for companies and users?
Employees love Mote Poh because the benefits top up their salaries by MMK 50,000 - 100,000 (USD $30 - $60) every month and also help them to discover new events, shops, restaurants and experiences. Mote Poh has benefits for every taste and budget - there really is something for everyone. It’s so much fun to watch employees get their Mote Poh books, flip through all the free and deeply discounted items, and start exclaiming "Thwar meh!" ("Let's go there!”) or "Sar chin dae!" ("I want to eat it!").
Companies also love Mote Poh because it's an effective tool to surprise and delight employees - which makes it easier and cheaper to recruit, recognise and reward, and retain staff. Leading companies know that they need to offer employees a range of benefits to stay competitive and build the best teams. But they can't do it alone - they need partners like Mote Poh who can do the hard work of creating and servicing benefits.
Why did you select EME and Nest Tech as investors?
EME and Nest Tech aren't your typical "spray and pray" early stage investors. Both firms invest in just a few startups per year, and then leverage their experience, skills and connections to help startups like Mote Poh grow in the years ahead. EME will be providing us with mentoring in financial modelling and data analytics, as well as making some valuable introductions. Nest Tech is seconding us their tech lead to help us build our upcoming mobile app and create our digital strategy. These investors share our vision for exponential growth and offer support to help us reach it.
What is your vision for Mote Poh in the next 5 years? How will Mote Poh help change the HR landscape in Myanmar?
Mote Poh is currently helping companies surprise and delight their employees every month. In the years ahead, I see us partnering with leading employers to help them build truly inspiring places to work - which promote health, happiness and productivity - and then recognise and reward employees for great performance.
Thank you to everyone who came to EME's official launch on October 31 at the Penthouse and helped make it such a success! Over 80 of you came for an evening of networking and celebrating the founding story of EME. We’re excited to be announcing our two initial investments:
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It’s been a long road since our founding investors met in 2015 and decided to launch a new Myanmar-focused fund. After much hard work, the partners have developed a compelling vision and set of resources for supporting young Myanmar entrepreneurs to build transformational companies. We’ve met over 100 companies and organisations since commencing operations at the beginning of 2018, and will continue to engage actively with the community through meetings, events and workshops.
As part of our launch, we’re also kicking off our official blog and monthly newsletter (subscribe here). With a mix of opinion, data analysis and curated news articles, we hope these will become valuable resources for the startup and investor communities in Myanmar. As always, we are very open to feedback and requests so tell us what you’d like to hear more about.
Please don’t hesitate to reach out if you’d like to know more about EME or the startup ecosystem in Myanmar, or want to discuss opportunities to collaborate.
All the best,