Thanks for the input.
I guess the next step, or should I say hurdle is asking my SM if its OK. Lets just say I havent had a lot of success so far whenever Ive made suggestions. Ive worked in a lot of different industries, whats interesting about this one is the resistance to change. Just because something has "worked fine for the past 20 years" doesn't mean that it cant be improved upon.
I think using text messaging would limit the amount of interruptions one has due to calls from customers checking status, as well as relieving some of the tension the customer has "waiting" to find out the status of their repair.
If you tell a customer you should know something by 11am I think a simple text message at 11am saying "were still working on it, I'll call you as soon as I know more" would be the most efficient way to prevent the interruption of a phone call, and let the customer know that you have not forgotten about them.
I think one problem I may have is that I dont have a business phone, so to send a text message I would have to use my personal account. I dont mind using my own phone, but the company may have issues with it. Now there may be a way to use ADP to do this, but Ive not been shown.
It seems like there is a huge amount of time, and interruptions due to the game we all know and play "phone tag". I know text messaging would not be a 100% cure for this, but if it can prevent just 50%..or say 25% thats an improvement ....right?
I have to say I do understand why management is sometimes resistant to change with so much emphasis placed on CSI. Trying something new comes with some risk, it may backfire on you.
