Keeping The Clients Updated - Dilligence - Icuk Sukartini

Icuk Sukartini is our Helpdesk/Service Desk Officer at our Citi's project. She receives phone calls and emails from all Citi's branches all over Indonesia and dispatch the inquiry to the relevant member of Colliers FM team.

Part of a Helpdesk/Service Desk routine is to email the inquirer progress of the work. For work outside Citi's, this is done automatically by our CFM System, where the system generates the update, capturing what happened as updated by our Supervisor on-site. The CFM System generates the email, our Helpdesk Officer then dispatch the email to the inquirer by just clicking a button.

In Citi, we have to work within their intranet, therefore the automated system does not apply. Icuk has to manually type the update on Outlook and send the email to the inquirer. This means many emails have to be written every afternoon, requiring and a lot of dilligence. This is where Icuk shows all the characters required. On a daily basis, she checks the progress to the Supervisor or Vendor related, typed the updates in the database and type them once more on the emails to be sent to the inquirers. One by one, day by day, whilst she is also receiving inquiries by phone and email.

We receive many e-mails from the inquirers thanking Icuk for the updates. They also highlight her great characters. We receive them in the form of a simple "Thank you!" to "Very much thank you for your kind help & support... ".

At the end, problem solving does not only happen on-site, but also in the mind of our clients. Here at Colliers FM, we facilitate our clients' life.