We went live with our new CRM system for managing Help Desk calls late on Monday. So far, so good. The world has not come to an end, thankfully. Indeed, the new facilities are already helping us in managing time between calls.

Bringing the Help Desk live is almost the last step in an eighteen month project in which we have invested around $150,000. We have replaced a series of in-house developed systems with a tailored international CRM solution.

A feature of the new CRM solution is the automatic escalation of support issues which sit for longer than our KPIs.

What matters the most about this CRM project is the customer experience. We will survey them early in 2008 to see if the CRM project has made a difference to their Tower experience.