At a customer interaction cocktail at Kigali Serena Hotel which was attended by business captains in Rwanda, Sparc Group Managing Director Mr. Wisely Phiri presented on a number of products which he said will help assist customers that would want to engage services from Sparc to achieve their business goals.
Some of the products showcased at the function included the case management system accessed through the customer support portal where customers are given access to manage their technical support requests with Sparc Systems Engineers.
Mr. Phiri explained that customers on Service Level Agreements are given login details to create cases online. The system is then able to create a service request and assign an engineer nearest to the customer based on the customer location. An engineer will be onsite within 30 minutes or for online support immediately.
The user can escalate cases from the system. He explained that at the end of the quarter or year the client can download the reports based on the services that have been offered and their resolution time. The reports can be monthly, quarterly or yearly.
For those without the support, he said they can log a case and support will be provided to them within 24 hours. The support portal can be accessed through their website www.sparcsystems.africaby clicking on support.
Mr. Phiri also demonstrated on the payment portal that has been integrated to their website allowing customers to pay using either Visa or Mastercard direct on the website.
He also presented the live chart messenger which has been integrated into their system to allow customers to get support by chatting with a customer support agent 24/7 on any of their requirements.
Mr. Phiri explained that the Sparc Force system that can be accessed through their website www.sparcsystems.africa has been developed inhouse by engineers from Sparc Systems with no 3rd party licenses required which shows their skills level when it comes to software development and systems integration in Africa.
The system has different portals giving role-based access to users based on their access level whether you are a guest, Sparc customer with SLA or Sparc employee.
Using the system visitors can also download the company profile
In his remarks, the Country Manager for Sparc Rwanda Mr. Srimal Rajapaksha said they decided to have a customer interaction event to appreciate the support they have so far gotten from their clients in Rwanda.
This event we decided to say thank you to our customers that have given us support over the years and we also decided to showcase the various products we have as Sparc.
Most of the people think we are just in hardware and we are here to show then the various software solutions we have developed. As Sparc, our customer base included the banks, telecommunication sector, Insurance companies, and governments just to mention a few.
Sparc has offices in Kigali-Rwanda, Lusaka, and Copperbelt in Zambia, and Blantyre and Lilongwe in Malawi. They have been operating in Africa for over 6 years and have implemented solutions in 10 countries across Africa. The office in Kigali has been operating since 2015 and boasts of having certified and experienced engineers locally available in Kigali.