“From a process perspective, it has eased the data gathering and mistakes that are made in transference from one system to another, because it’s all contained. It reduced errors that occur when people are trying to quickly wrap up a ticket and move onto the next. Because of the automation, it has relieved tension, which is a fantastic selling feature for taking on new projects because it’s transparent and new customers can see and direct how their members will be handled. SpiceCSM has relieved the burden on our frontline people; we can train someone within a week. It’s a much more efficient methodology of delivering the service we provide."