There are several features of the INSGCRMsystem that are worth
noting. First, the INSG CRM system was designed to only record and
measure those things that were considered to be fundamental elements
for improving customer service. Thus, the system was not
hindered by the recording of too much superfluous or redundant
information. Secondly, the CRM system was purposefully designed
to be empathetic to the specific demands and realities of completing
such work. This was demonstrated by the appropriateness
of the weightings and the sensible use of sub-classifications, e.g.
allowances for different hours and days of work, etc. Thirdly, there
was a relatively high level of rigor in terms of the amount of information
and statistics produced, e.g. the contacting of 65 per cent
of all customers, and the frequency in which data was collected,
used and evaluated. Perhaps, one design criticism within the CRM
system was some lack of granularity within some of the classifica