May 25, 2011 - Major Mid-West University selects SpiceCSM for its internal helpdesk to unify multiple application interfaces. The idea started as a solution to fix the problems that occurred with using student workers. Limited hours caused stress amongst the workers when they could not easily find the information that they were looking for.
SpiceCSM and the unification of multiple systems and guided processes with embedded iframes reduced training time, allowing the University to hire students who can work limited hours. The CIO stated, “My customers, the students, faculty, and university leadership demand flawless support. I am constantly reminded that, we are in a competitive environment and that social media can kill our reputation as a tech savvy institution. SpiceCSM allows me to meet my leadership’s directive to employ students in our help desk and provide terrific service in a cost effective manner. SpiceCSM has reduced training time and allowed us to create content so that the agents can provide a high level of service supporting both on premise applications and a growing number of cloud services.”
“We see interest in the application in many educational facilities offering the schools more opportunities with their work study programs.” SpiceCSM CEO Mike Ryan stated, “SpiceCSM was developed in a university town so it is a natural that we would see rapid traction in this space.” Jessica Zuhlsdorf, Business Development Manager at SpiceCSM commented, “Given the escalating cost of higher education, I particularly like the idea that student workers are getting meaningful work experience serving their university.”
So what are we talking about? If you look at SpiceCSM’s Guided Agent you can find out more.
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.