"It was all across the board. It was all over the place. We used a standard ticketing tool, but the biggest problem with that is that we would then get a bunch of redundant tickets. Then the current project manager or account manager would have to go through and triage. …

“Oftentimes with technology involved, with the client, there is this low-level feeling of expert versus not expert. Even if you try to offset that, it is still something that some clients feel to a strong degree if they are not really tech savvy. “So that lack of clarity or lack …