A leading e-commerce group with over 800 customer service staff across multiple regions faced growing issues with off-platform deal taking and idle working hours during scheduled shifts.
Core Problems
Some staff used work computers for private orders (“deal hijacking”); others appeared online but weren’t actively working, lowering overall team performance and increasing management friction.
Situation
After an internal audit revealed suspicious activity in 17% of accounts, the company approached Hongthai to develop a centralized monitoring system with real-time oversight and intelligent behavior analysis.
Hongthai’s Solution
Built a desktop monitoring app running silently in the background to track real-time activity
Logged all active windows, input behavior, site visits, and software usage time
Integrated an AI engine to flag low-efficiency and high-risk behavior patterns
Delivered weekly/monthly/quarterly team and user-level performance dashboards
Admin backend enabled real-time screening and trend visualizations
Results
-92%
Drop in off-platform deal-taking incidents within 2 months
