Issue Management for Professionals

At SESWCustoms we believe that at the root of many failure stories in professional activities is lack of good communications. What we call ICG ("Ineffective Communication Gap"). In consecuence, that is why many managerial tools and techniques, that lack proper communication frameworks, are destined to fall short of expectations, ... and fail.

Communicating for success

So it was clear that we should not build tools and applications, and then surround them with a communication framework. Instead, we had to embed our software in a sound communication framework.

Since at SESWCustoms "we don´t reinvent the wheel!”, we decided to research applications on the market, and the web. We found that CRMs provide sound plantforms for communication. They are keen on transmitting client information from one person to another. As we said before, “exchange of understandings”. 

Briefly, customer relationship management (CRM) is a broadly recognized, widely-implemented strategy for managing and nurturing a company’s interactions with customers, clients and sales prospects. It involves using technology to organize, automate, and synchronize business related processes.

Sounds good, right? Ok. Now, just turn the table around. We imagine “You” as a service operation. Your customers / clients are your employer’s employees. What we all know as “Internal Customers”.

Internal Customers are key components in any organization

By taking care of internal customers like you would external ones, you´ll not only benefit your organization, but the Organization you work for as well. We know that every service provided to a customer has economic value.

Communication is essential in creating this value. Keeping everyone informed notoriously reduces frustrations, uncertainties and discontent. It´s a way of education. It´s a way to enhance your credibility and reputation. It´s a way of increasing the value of the services you provide. In consecuence, in economic terms this spells savings in time and money.

In "A conceptual model of service quality and its implications for future research" (The Journal of Marketing, 1985), A. Parasuraman, VA Zeitham and LL Berry identify five major gaps that face organizations seeking to meet customer's expectations of the customer experience.

At the heart of our work, is their "Service Quality Gaps Model" (also known as the "5 gaps model"). 

From now on, with this model in mind, and our applications in hand, you can enjoy the challenge of transforming ideas into actions. Putting to work all those great business management ideas you´ve learned throught all these years. No matter what the size of your operation. 

Get everyone involved!

Let everyone get involved!

Work as a team!

Succeed as a team!