|reply to keknapp |
Re: My letter to Colleen Abdoulah
What about the existing support those companies had? Those people couldn't train? As HORRIBLY STUPID of an idea as it is to major system upgrades and buy and try to absorb other companies at the same time, the ONE advantage is all your support including the new people from the other companies can all be trained at once and be on the same page for wows new system. I still fail to see how months of almost non existent phone service, and adding labor costs can be called an upgrade.
But again, in the tech world, system upgrades of this level are done with at least 2 backup plans if something goes wrong, ideally one of which is if possible a complete roll back, and they are done during times of having the least impact. Long weekends, time periods where support calls are lower, etc...
NOT during the holiday season when everyone has more days off, unused vacation time adding up they need to use, etc..
ESPECIALLY, when you are already in the process of trying to bring 2 other different systems merged with yours while upgrading yours.
EVERYTHING about they way they did this from a technical standpoint and strategic standpoint for major upgrades, was done wrong. They either needed to absorb the other 2 companies and get things working 100%, THEN do it. OR, finish and have the upgrade in place before you absorbed those companies, so they are coming right into the new system.
...all of which cost more money than the venture (vulture) capitalists were willing to invest.
"Screw the customers, it's cable TV, we know they won't leave."