“The customers expected that we would be able to know what they wanted, including the price they paid for it, by the brief description they provided. With thousands of lighting products to choose from, many of which are similar – like light bulbs – this requires a search of the customers’ history with multiple screen look-ups. In many cases, we could quickly access their history only to have them ask about a new item which would require a different screen to allow us to price the newly requested item. In lighting, pricing is driven individually by customer volume and industry making pricing difficult. This frequently resulted in us needing to close what we were working on when they called and switch to another part of the system. This was a frustrating, inefficient process for us that also caused delays in completing orders with customers. It may have only taken a minute or two, but that is a minute or two too long with such a high call volume."