XchangeIT claims for itself a key role in data quality when it comes to magazine supply and return data in the newsagency channel. It is the copy, meting out punishment for poor data.
Last week, in the middle of the Gotch data structure change, XchangeIT oversaw faulty data sent to newsagents. data contrary to what newsagents had been told they would receive.
XchangeIT communicated to newsagents through their own software. They did not tell the software companies, the parties to whom newsagents turn for any tech question on matters such as this. They turn to software companies as they are more likely to open hours newsagents are open and are more likely to answer calls when newsagents call.
The help desk team at my software company, Tower Systems, found out about the data problem when newsagents canned. They had to then track it back through XchangeIT. The time wasted could have been avoided had XchangeIT been transparent in a timely manner with those at the front line of helping newsagents through what was for plenty of them a stressful situation.
Poor job XchangeIT.
Footnote: All through last week, help desk call traffic was up every day by more than 300%. This is because of queries, uncertainty and nervousness. By the end of the week things looked good. However, this week, call traffic is up too as there were others who did not do anything and now realised they should have. This is frustrating.