It is 10:33 on Wednesday morning in the control room. VIP customer Sandie of ADIR Industries is on the phone with the inevitable progress chasing enquiry “where’s my stuff?”
Now, it does not matter whether the ‘stuff’ in question is an on-site equipment repair or a parcel delivery, you need to provide her with an answer, and right now. ADIR Industries is critical to your company’s success and losing them as a customer, or even failing to deliver is simply not an option.
You check your system, which shows that Alex is en route to this ADIR call, and you reassure Sandie that everything is fine and running to schedule. The ETA for Alex is 11:00. You are satisfied that you were able to handle this customer touch-point well, and immediately - a ‘moment of truth’ for your brand reputation. Your work management system may have been installed for quite a few years, but it is clearly still up to the job.