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Omnicom shit the bed with their roll-out of Paige years ago. Changed backend vendors and the service improved but it was a total FUBAR roll-out. Prime example of how corporate makes decisions with absolutely zero understanding of how it impacts troops in the field. Then they fired all local support then hired some back. Embarrassing. R/GA still staffs a tech support team locally. Face to face is important. Call centers don’t work. Email systems (that don’t even have the basics of Zendesk for ticket aging) don’t work. When you cut costs. Don’t cut the help. The invisible people that keep your place running. Arrogant hubris. You then will reap what you sow.
Thank you! This is great feedback. I'm working on figuring out a good way to approach this while maintaining local support and autonomy. Does anyone have examples of this being done effectively?