In a market, where customer service is everything can you afford unhappy customers?
Picture a banking scenario: Your institution handles thousands of transactions every second. Transactions start bottling up at a certain server, but you don’t know there’s a problem, until you start receiving trouble tickets from customers wondering where their money is. Guaranteed-you won’t have one trouble ticket; you will have thousands. And each one of those trouble tickets costs money-salaries for the staff handling the problem and potential loss of a customer. The later in the process the ticket comes the more expensive it may be to resolve it.
Picture a manufacturing scenario: Your business produces thousands of customized electronic products every day. You make your money by automating your entire system-incoming order processing, manufacturing, shipping, etc. If any one of these processes breaks down, productivity grinds to a halt. It’s possible to lose millions in revenue in one day from the combined costs of lost output and cost of repairs. Continue reading ‘Are You Courting Financial Meltdown?’ »