Spacio Systems Nigeria Limited

The client service
department is one within most organizations which has quickly come to the
forefront of business successes in the Information Age as this is traditionally
the department to which customers express their satisfaction or otherwise in
most customer-facing organizations. In this connection, it is natural that
every business seeks to improve upon the processes of the service desk to
better satisfy existing customers and also attract new ones.

Most businesses
employ an operator who acts as an electronic mail (e-mail) handler, responsible
for handling customer requests sent to a specific e-mail address, working with a
number of call center operators who attend to customer issues reported via
phone calls. The department is led by the Head of Client Services.

Spacio CRM provides a
web-based Customer Relationship Management (CRM) and Ticket Management solution
with which APML service desk processes will be improved upon, and staff empowered,
to manage crucial service desk elements such as service desk operators,
customers (companies and contacts), e-mails and notifications, Service Level
Agreement (SLA) contracts, support teams, support categories, tasks and
activities, support level statistics and record data of customers for numerous
other applications including sales and marketing.

Customers will be
able to create new Support Requests (Tickets), have ready-access to a published
Knowledge Base of common support solutions, track the support steps and know
the current status of their requests thus enforcing a level of transparency
within the organization. From an administrative point of view, the solution
will help to give credence to the decision making process, act as a guide to
ongoing activities or tactics and help predict future states with respect to
the customers and even the market.

The decision to adopt
the proposed knowledge system will help reduce the strain on the organization’s
human resources, provide more time to channel efforts towards other organizational
responsibilities, maintain customer satisfaction and loyalty and consequently
ensure positive Returns on Investment (ROI) for the organization.