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Call Center

A Disconnect Between Marketing and Technology

I was a loyal customer of a national office supply chain (they’ll remain nameless to protect their otherwise good image). I was a preferred customer, which entitles me to special discounts and occasional rewards (on those rare quarters when I buy “enough” product.) They also send me an email, seemingly weekly, of sales and special offers.

Ten years ago,  I scanned their latest missive and noticed deals on paper shredders. I’ve been using a light-duty model for years and it’s showing its age as it groans through the documents I feed it. I figured that when it shredded its last page, I would replace it with a heavy-duty model.

Incredibly, they were offering an “on-line only” price of $10 for a light-duty model, similar to, but better than my old faithful.  At $10, there was little to lose; the super-deluxe model could wait.

I went to their website to place my order. I entered my email address only to be informed that they had no record of it in their files.

How curious. They had just emailed me that morning; obviously, someone had a record of my email. Unfortunately, the marketing department and the IT (information technology) department were not operating from a common resource.

I was going to abort my order (one explanation why e-commerce shopping charts are abandoned). However, out of a sense of adventure, I forged on. I placed my order without logging in; at it’s conclusion I was asked to sign-up to receive email alerts. I entered my address and they happily took it.

There was an obvious disconnect between what Marketing was doing and IT’s ability to support them.  I wonder how many sales were lost as a result.

Check out Sticky Customer Service for practical insights into how to provide great customer service (and what to avoid).

Peter Lyle DeHaan, PhD, is the publisher and editor-in-chief of Connections Magazine, covering the call center teleservices industry. Read his latest book, Healthcare Call Center Essentials.

By Peter Lyle DeHaan

Author Peter Lyle DeHaan, PhD, publishes books about business, customer service, the call center industry, and business and writing.

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