Your business is growing. You have more support request to deal with. You think this is inevitable!
What is next?
You decided to install a full-fledge helpdesk system. After few months, the new system can not cope with it anymore. So, you spend another million to upgrade the system to SAP, Oracle or whatever ‘enterprise’ software with big name. Big name can’t go wrong, their sales representatives told you so!
Like our phamarchetical industries, it is build on the believe that medicine cure sickness, than medicine to improve immune system. What is already gone wrong, leave it. The cost of reverting it is too high!
I don’t feel like to fill up any form if I can find my answers in the website.
It is not too hard to cut down number of support email you have received. But it is easier to throw the money into some helpdesk system and solve the problem in a short term manner!