Communication Gone Awry

Last fall reading a horror story about a company adding toll free service for implementing a new marketing plan and callers were being blocked from reaching the correct department. Why? Improper set up of the system. Most vendors frequently are not checking out a customer's needs. What is the application? Can our telephone system handle our needs? In this case the application (new customers) were being thwarted by the system which could be system capability, inadequate programming, poorly executed implimentation or inadequate planning. This is not an entire list for sure. Knowing how strategic planning or any new application within the company is going to impact how customers are treated, received or in this case not received is money off the bridge.