About

We are SpiceCSM, revolutionizing the customer service process

SpiceCSM is about creating a factor-ten effect on how you service your customers and lower the cost of service delivery. Taking a new approach to service delivery by guiding your customers and service agents through the problem resolution process. The SpiceCSM Guided Service applicaiton is an incremental solution that shifts the ability to resolve problems from the highly trained or subject matter experts to the customer and to the service agents with minimal knowledge and expertise.

Though formed in September 2008, as a subsidiary of Fused Solutions LLC.  The first of the suite of projects that comprise SpiceCSM’s application portfolio date back to the year 2000. As the software development department for this provider of outsourced technical support (Fused Solutions), the origins of SpiceCSM are strongly rooted in the customer service management function.

Over the years, several of Fused Solutions’ clients expressed interest in using our help desk platform within their own operations, thus ushering in the initial commercialization of our application suite. Today we offer a highly mature (v7.5) version of our help desk platform is being deployed commercially on a hosted, SaaS basis as Spice.

Also during the company’s history, additional projects were initiated internally to address our workforce management needs, and to replace a commercial VOIP-based telephony platform. Plans are underway to also commercialize the second generations of these two applications, under the product names of Spice Workforce and Spice Telephony, respectively.

With existing integrations to many CRMs and Help Desk applications, including Salesforce.com and SugarCRM, SpiceCSM is able become just another part of your organization’s arsenal.