Blog

June 2, 2011 – The cost of overnight staffing for a limited amount of customer interactions has lead many companies to turn support duties over to third party organizations. In order to reduce internal staffing requirements while still being able to maintain high quality of service with a “co-source” support model, a large regional Internet Service Provider has selected SpiceCSM for Customer Service Management and Guided Agent Services Software.

SpiceCSM allows both the ISP and their outsourced support provider the ability to accurately determine the nature of a customer’s issue, all while taking care of the problem and enabling extensive documentation. The VP of Customer Care said “Choosing spice was a ‘no-brainer’. The ability to provide best practice Guided Processes to our agents was a key but the fact that we could use it to co-source with an outsourcer allowing us to eliminate the need to internally staff 24X7 was the clincher.”
He continued… “We are also affected by numerous weather events and from time to time outages of upstream providers. Using SpiceCSM I can make team members agents to manage spikes and keep all our customers feeling we are better than the larger national alternatives.”

According to Mike Ryan, CEO of SpiceCSM: “We are seeing significant uptake from the small to medium business who must provide 24 X 7 Support but who wants to leverage a service provider for night, weekend and overflow volume.”

Additional Information

* Read about customer service trends on the SpiceCSM blog

About SpiceCSM

SpiceCSM takes a new approach to service delivery by guiding customers and service agents through the problem resolution process to help lower service costs and increase customer and agent satisfaction.  The SpiceCSM Guided Service application shifts problem resolution from highly trained or subject matter experts, empowering customers and service agents with minimal knowledge and expertise.  SpiceCSM is located in Potsdam, NY.