SupportOffice Solutions (SOS) has announced the immediate availability of its web-based ASP customer service management (CSM) system. The SupportOffice Manager (SOM) requires no client-side software apart from an Internet connection and a Web browser, and works equally well with a customer's own call centre or an outsourced one provided by SOS. According to managing director Gary Slom, the SOM system was developed and designed with the requirements of typical South African companies in mind.
"Advanced customer service technology is essential for any company wishing to stay competitive in today's market," says Slom. "But traditional call centre and helpdesk technology is expensive and often requires complex changes to client software and existing infrastructure to install. SOM is a usage-based service that requires no client-side software installation or astronomically priced helpdesk systems. Through a Web browser, clients can enhance and efficiently manage their own customer management function. Our services provide our clients with the use of our on-line system and the combined optional use of our 24-hour call centre together with the system. In this way we can facilitate support rather than providing it directly."
Slom says that since the system and services have been developed in South Africa, SupportOffice Solutions has not needed to incorporate the typical dollar costs that have made these types of solutions unaffordable in the past.
"Our solution is an affordable one irrespective of the size of your company," he adds.
Despite its simplicity, SOM is a full-blown customer service management system, with a complete service request system, secure role-based access and functionality for service providers and their clients, multichannel interaction via SMS, e-mail, phone and Web, severity based workflow, configurable look and feel, automated configurable service escalation, service level agreement (SLA) and contract management, resource management, and detailed reporting.
"Most importantly, we do not force clients to purchase or outsource a helpdesk," says Slom. "Support Office Manager works equally well with a client's existing call centre or we can provide a complete outsourced call centre service to complement its functionality."
The SOM application is fully web-based and requires no installation or download. There are therefore no compatibility issues within a client environment and after initial set-up to suit requirements, a customer can be up and running in a very short period of time. Training requirements are minimal: clients of a SOM-based system can learn the easy-to-use interface in an hour while service providers that wish to use the system to provide help-desk services to their own clients can be fully trained within a day.
"SOM is the ideal solution for any sized business that needs a complete customer service management solution without the associated high costs of a call centre," he concludes.