Musings on Technical Communications, Social Media and Content I just found this sitting in my drafts folder. The company name has changed (we are now Kana Software) but the premise is the same. Interestingly, the parallels between our thoughts on customer service and the thoughts in tech comms of better integration within a support system (providing information as part of call deflection) are striking. I'm going to try and pull these together in a future post. I was asked to write an article for Credit Control Journal on behalf of the company I work for, and for the sake of historical archiving (and so I know I have it somewhere), here is that article. Reap the Rewards of a Single Customer View Author: Gordon McLean, Graham Technology Like many people, I have a couple of products from the same financial company, specifically a credit card and house insurance. I recently moved house, so I phoned the customer-service department to update it with my new details. Unsure of which department deals with basic account details, I selected the first option in the menu and was put through to the home insurance department. After confirming my details, I spoke to a very helpful contact-centre agent who confirmed that my new address details had been added to the system. A couple of weeks later, I realized I still hadn't received my credit card bill, so I phoned the customer-service department once more and was informed, by an equally helpful contact-centre agent, that my