The Internet also changed the amount of control companies have over their clients. To test its Internet capabilities, in 1995 TopForm Software introduced an Internet application so its customers could enter support requests online and view additional requests. This often poses a challenge for automation. For instance, distributors may have a certain system in place for handling multiple orders for end-users. Distributors lose some of their control when their customers can perform this on the Web. Said McBride, “We see customers struggle with that because it’s a very sales-driven organization most of the time. They’ll do whatever they need to do to get the sale, and they may have a lot of special procedures in place that aren’t always easily automated.”
- Companies:
- TopForm Software
- Victor Printing