By Will Sturgeon
Published: Wednesday 12 July 2006
Email story to a Friend | Report Abuse
Name
Anonymous
Location
Maidenhead
Occupation
Project Manager
Comment
This will be the excuse for their current performance when OFCOM investigate them. "We had a problem, but we're addressing it by putting in the CRM. It'll be fine from now on"
They have a web facility to make a complaint or request, but no email address for customer service; they produce an automatic reply which promises a level of service and then don't respond within their service level.
They fail in basic things, like not setting up customer direct debits and then removing the service because that's what the IT system does when they aren't paid.
Technology isn't going solve their process problems of customer relations management.
Agenda Setters 2009
Welcome to the ninth annual Agenda Setters poll – silicon.com's list of the top 50 most influential individuals in the technology and IT industries, from techies and CIOs to entrepreneurs and business leaders. Find out more in our latest special report.
Copyright © 2008 CBS Interactive Limited. All rights reserved. Top of page
RSS Feeds
The Round-Up The Weekly Round-Up: 03.12.09 'Ere guv, you'll never guess who I had in the back of my cab the other day…'
Stuart Roberts Shared services - how to get it right in your business Recession boosts uptake