The Challenge: Keeping track of customers Epos Now started with absolutely no systems or processes in place, but as it rapidly scaled up they realized that unstable internal systems and poor processes were causing problems. They were struggling to keep track of customers and manage their new business pipelines correctly. Hayley Johnson, Chief Operating Officer, joined the business in November 2013 as Head of Service, with a remit of streamlining the Customer Service team. One of the first issues she identified was that there was no visibility of call volumes. The old system didn’t allow the team to pull reports on abandoned calls, or to know when peak call volume occurred. “When the phone was ringing non-stop, we’ d need to call our own line to ascertain the number of people in th

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