The inevitable challenge
ESM works proactively to maintain data networks, ensuring their reliability. But customers were unable to see this, meaning no-one knew that this kind of valuable work was being done. Customers also had very little information about the wide variety of products and services that ESM can provide. The upshot of this was that most customers were just buying a certain service or product without knowing they could have a neatly packaged solution.
On top of this lack of transparency, information about delivery times and methods was communicated manually, placing a burden on ESM’s sales and customer service teams. Data wasn’t easy to access and customer support information for different devices was stored in several different places. Things were working, but perhaps there was a little too much sweat and hassle – a situation we could definitely help improve.