Keep it simple

One of my rules is to always consider the front office and the back office needs and desires of any CRM project.

I recently came across a service process that generate a large volume of automated tickets. The process was over-engineered. Nearly all of these automated tickets were not true customer service issues. These were more like information notices. The sheer volume of these tickets obscured true customer service issues. The development team did not believe that it was an issue, but they did not have to live with the tickets. Compliance by customer service faltered. Agents took to their own ways of dealing with these tickets. Metrics were called into question. Standard stuff. Remember the usage and compliance needs to work the way that the users do — not the other way around.