By: Omar Abdul-Hafiz
Imagine the following scenario. You buy a product or service from a local CSP. You start using it and everything seems fine until one day you face a certain problem. So you open your email and write them a letter explaining your problem in detail. A few days pass and no response comes from them, so now you decide to follow up with them by phone, only to find out that the customer service representative has no idea about the email you sent a few days ago, so you have no choice but to explain your problem all over again.
This is a situation nearly all of us have been through, and we usually tend to blame it on the weakness or lack of proper administration, thus often causing us to dismiss this CSP as bad a not worthy of our money. But, why don’t we ask ourselves what exactly happened there?