About the company
A small team that prefers watching to guessing
Titian Works started because the owners of small businesses in KL kept getting sold tools they did not understand and did not end up using.
Back to HomeHow we started
The story behind the name
Titian is a Malay word for a narrow bridge or walkway — the kind you cross one at a time, carefully. We chose it because that is roughly what moving from a fully manual way of working to a partly assisted one feels like. It is not a leap. It is a series of small, considered steps.
The company was set up in Kuala Lumpur in early 2023 by a pair of people who had spent several years helping mid-sized companies adopt software, and who kept noticing that the smaller shops — the ten-seat operations, the family businesses, the cafes that also sold things online — were being left out of the conversation entirely.
We started with a simple offer: we will come and watch how you work for half a day, and tell you honestly what we think software could and could not do for you. That is still what we do, and it is still where almost every engagement begins.
What we stand for
Our working approach
Observe first
We ask to spend time in the actual working environment before forming a view. Written descriptions of how a business operates are rarely complete.
Name the limits honestly
We write down the places where software would help and the places where it would not. A Walkthrough that finds only two useful spots is not a failed Walkthrough.
Leave the decision with the owner
After every session we hand over a document. What happens next is entirely the client's call. We do not follow up with pressure.
Work alongside, not above
The people on the floor know more about their customers than we do. Our job is to find the tool that fits their knowledge, not to replace it.
The Team
People behind the work
Azmi Hairudin
Lead Consultant
Spent eight years helping retail and F&B businesses in the Klang Valley adopt point-of-sale and back-office software. Now focuses on the first conversation — the Walkthrough.
Suraya Kamaruddin
Assistant Configuration
Builds and tunes the reply libraries for WhatsApp Business and web form assistants. Has a background in customer service management and writes in both English and Bahasa Malaysia.
Lee Wai Fong
Care Retainer Lead
Reviews transcripts and manages the monthly care arrangements. Sends the one-page notes and handles the standing staff-question hour for retainer clients.
How we work
Standards we hold ourselves to
Confidentiality
Everything we observe during a Walkthrough — pricing, customer messages, staff processes — is treated as confidential and not discussed outside the engagement.
Written deliverables only
Every session produces a document. Verbal recommendations without a written record are not our practice. You should be able to read our advice a month later and still understand it.
Staff involvement
We ask to speak with the staff who will actually use the tools, not just the owner. Setup that staff do not understand or trust does not work in practice.
Bilingual output
Reply libraries are drafted in English and Bahasa Malaysia. We review both versions with your team before sign-off, not just the English draft.
Two rounds of tuning
The Customer Enquiry Assistant Setup includes two revision rounds. We do not consider the work done until your team has had a chance to read the replies and flag anything that sounds wrong.
Clean exits
When a retainer ends, we hand over the full configuration. You leave with everything needed to continue, hand over to someone else, or simply stop — whichever you choose.
AI Integration · Kuala Lumpur · Small Business
Working with small businesses in Malaysia on practical AI tools
Small businesses in Kuala Lumpur and the wider Klang Valley often face the same situation: they hear that AI tools could save time, but they do not know where to start, and the tools they find are built for companies ten times their size. Titian Works was set up to close that gap.
Our Workflow Walkthrough is a half-day session that looks at how work moves through a business — from a first customer enquiry to a completed invoice — and identifies the two or three points where a simple AI tool would carry some of the load without adding complexity. The output is a short written map, not a lengthy proposal.
For businesses that want to act on those notes, we set up reply assistants for WhatsApp Business and website forms. These handle the common questions — opening hours, stock levels, pricing, location — in English and Bahasa Malaysia, and pass anything else to a person. The configuration is built from the business's own past messages, not from a generic template.
Businesses that are already running assistants can take a Care Retainer. Each month we review what happened, adjust anything that missed the mark, update details that changed, and send a one-page summary. The arrangement runs month to month. There is no minimum term.
Get started
Start with a conversation
Send us a note about your business. We will respond within one working day to arrange a time for a Workflow Walkthrough.
Write to Us