Solved Customer Problems – Prevent the ping pong blame game
Reality is that many companies depend on external support experts to prevent problems and maintain their IT infrastructure elements in a good shape. But what happens, if a problem arises and there are many people involved in solving it, then the blame game starts, where one is passing the responsibility to others. Such a behavior is known as the ping pong game. This is part of human behavior and to end such a game, you have to document the actions of everybody and gather evidence that could be useful for assigning the blame to the real culprits. To safeguard against this sort of behavior, many companies have penalty clauses in place for external support providers. The problem is to have real and indisputable evidence of wrong doing in order to apply them. This is where amitego helped a telecommunication company: by forcing their external providers to use VISULOX as the only mean of connecting to perform administration tasks, they were able to document everything the external providers did. So when a problem arose, it was easy for the company to see who the real culprit was and to apply the penalty clause with indisputable video evidence.
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