SPARTAN INSTALLS 'MAGIC' WEB-BASED SERVICE DESKS

PETER PERROTTA

GRAND RAPIDS, Mich. -- Spartan Stores here said last week it has installed a Web-based customer service desk in all of its 47 stores.

The new application is called the Magic Total Service Desk (TSD) and it is supplied by Magic Solutions of Santa Clara, Calif. Magic Solutions is a division of Network Associates.

"Spartan Stores needed a scalable and cost-efficient service desk to help address very critical and time-sensitive needs for both its employees and customers," said Joe Bruinsma, computer support service manager, Spartan Stores.

"Magic's self-service tools, for example, was a huge cost savings for Spartan that now allows us to handle low-level problems almost immediately," Bruinsma added.

The new service desk is used for online inquiries from customers as well as for the internal monitoring of equipment and inventory management for employees, he said.

Prior to switching to the Web-based browser system, Spartan used a DOS-based application that did not allow for easily reassigning employee assets.

With the Magic system, it is easier to track and report equipment usage and office supply purchases for each employee, Bruinsma said.