Single point of contact (SPOC)
One client-side owner who gathers stakeholder input and returns a single authorized decision, instead of making you referee five feedback threads.
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What it is
A single point of contact, or SPOC, is the one client-side person responsible for consolidating questions, feedback, approvals, and decisions before they reach the delivery team. Other stakeholders still contribute. The SPOC turns their competing input into one authorized answer. The abbreviation comes from IT service management, where ITIL defines the service desk as the single point of contact between the provider and every user, for exactly this reason: one queue beats forty people with your phone number.
Name the SPOC in the statement of work or kickoff notes, along with a backup and the decisions they are allowed to make. Route review links and due dates through them, and reject parallel feedback threads. This is especially useful when executives, legal, marketing, and product all touch the same deliverable.
Gotcha: choosing a coordinator without decision authority. They become a human inbox who must ask the same committee about everything. A useful SPOC needs a clear mandate, access to the real approvers, and enough time to return one answer by the agreed date.
Ask AI for it
Create a single-point-of-contact agreement for the project below using a RACI matrix. Name one accountable client SPOC, one backup, the people who are consulted, and who is only informed. Define which scope, creative, budget, legal, and launch decisions the SPOC can approve, the response time for each, and how consolidated feedback must be delivered in Figma comments. Add a rule that conflicting side-channel feedback is returned to the SPOC, an escalation step when authority is missing, and a short clause ready to paste into a statement of work.