- Billing problems: some of the customers had multiple contracts with several branches at the same time and caused confusion and errors in the billing process, as each branch carried out the billing themselves.

- Redundancy of data: some clients were served by different branches concurrently. If client details changed, changes were registered only in one branch, thus causing conflicting customer information between branches.

- Communication problem: tasks, action lists and follow ups weren't centralised resulting in a substandard service organization.

- Missing centralised overview of operations: the management had to go through great efforts to accumulate all relevant data, reports from all branches.

Solutions

- A department has been setup the deals with all invoicing for all branches, and resulted in a reliable billing procedure.

- Redundancy of data was eliminated as one client was now registered in one system only. Changes to a client record would automatically affect all branches.

- Fescalo's Call Management tool made sure all employees and sales managers communicate centralised. Task, proposals, customer service are now professionally monitored and executed.

- Since all branches work on one central system now, all data can be queried and retrieved at the press of a button.