Lost a major client because our CRM integration failed silently for 3 days

Last month we had a contract renewal with a manufacturing firm in Cleveland. I thought everything was fine until they called asking why we hadn't followed up on their service tickets. Turns out our CRM stopped syncing with their portal and nobody noticed. We lost the $12,000 contract because they felt ignored. Has anyone else had a system glitch cost them real money like this?

3 comments

3 Comments

morgan.jason7d ago

Agree with @ruby659 but also a reminder that small glitches are just everywhere now, not just in software.

ruby6597d ago

Honestly that's on your ops team for not having alerts set up.

young.ryan7d ago

Used to think alerts were overkill for small stuff. This thread definitely changed my mind on that.