CRM & Marketing

Elevating Customer Relationships & Marketing Success

Streamlining customer interactions, optimizing marketing campaigns, and driving business growth.

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📣 Marketing Hub

Welcome to the CRM, Support & Marketing Hub

🚀 This is where strategy meets service. Our goal is to ensure alignment, empowerment, and clarity across teams. Whether you’re nurturing client relationships, solving customer concerns, or shaping the brand story — this hub is your go-to resource center.

💼 CRM: Tools & insights to foster meaningful client connections and streamline interactions.
🎧 Support: Resources to resolve issues swiftly and deliver an exceptional customer experience.
📊 Marketing: Access the latest campaigns, assets, templates, and branding guidelines.

✨ If you're new here, start with the Quick Links section below to get oriented and up to speed.

ESCALATION PATH

This chart shows the escalation process for support issues, from frontline agents to senior management.

Head of IT

Senior Management

LEVEL 3

Technical Support Personnel

Head, CX

LEVEL 2

Technical Issues Non-technical Issues

Customer
Support Agent

Vendor
Support Agent

LEVEL 1

ISSUE CATEGORIZATION

Categorize issues by urgency to ensure the right response and resolution time.

ISSUE CATEGORIZATION	FIRST RESPONSE	RESOLUTION
Critical	30 seconds – 15 minutes	15 minutes - 1Hr
Intermediary	< 45 minutes	30 minutes – 45 minutes
Low	< 45 minutes - 1 hour	3 hours – 24 hours

SLAs & RESOLUTION METRICS

Track escalation and resolution times for each support category to meet service standards.

CATEGORY	ESCALATION METRICS	RESOLUTION SLA
Order & Delivery	Escalate if not resolved within 1st response	≤ 30 seconds-15 Minutes for 1st response ≤ 15 minutes-1hr resolution
Payments & Billing	Escalate if not resolved within 1st response	≤ 30seconds- 10 minutes ≤ 30 minutes resolution
Login & Access	Escalate after 4 failed attempts	≤ 45 Minutes1st response ≤ 2 hours resolution
Technical Bugs	Escalate immediately to technical support	1st response (ASAP)-5sec ≤ 10 secs-1hour resolution for urgent fixes. -And 24hrs for deeper fixes & Integration errors.
Vendor Support	Escalate after 2 attempts	≥ 30 minutes 1st response 3-6 hours resolution
Product/Service Info	Resolved by Customer Service directly	≤ 30 minutes for 1st response ≤ 30 minutes- 3 hours resolution
Account & Profile	Escalate if not resolved in 2 interactions	≤ 30 minutes for 1st response ≤ 1-3 hours resolution

ROLES & PERSONNEL

Meet the key personnel and open roles in the support escalation process.

Role Title	Personnel
Head of Customer Experience	Anabel Henshaw
Customer Service Agent	Jennifer Pepple
Vendor Support Agent 1	To be filled
Technical Support	To be filled
Head of IT	Taofeeq Olaniyi

Links and Forms

Support

Need help?

Our team is here for you! Whether you have a question, need technical assistance, or just want to clarify something, our support team is always ready to assist.