Out Cutler

Automate workflow without compromising customers, irking employees or vexing vendors. They say the road to hell is paved with good intentions. Well, that's where businesses could be headed if the transition to online management isn't carefully thought out—and rolled out. And if companies don't parlay their time saved through automation into enhanced personal service, they could end up taking some serious heat. According to Tom Cutler, president and CEO of Ft. Lauderdale, Florida-based TR Cutler, the biggest mistake a company can make is to forget that people are at the heart of online management. Everyone in the loop—customers, employees and suppliers—must benefit. "There