Customer changes

One of our customers recently ran into a problem with the original third-party GPS tracking platform tied to their older system.

To be fair, the provider was in the middle of moving units to another tracking source.

But after 7 days, the issue still was not resolved.

The customer ultimately decided to move to our G2 system.

One thing I want to make clear is this.

I did not push or pressure the customer into changing systems. I did not want it to appear that we were trying to take advantage of the situation or poach a customer during someone else’s problem.

The customer made the decision.

Once they did, we moved quickly.

We shipped a replacement unit via 2nd Day Air, got the system activated, and had them back up and running fast.

The customer is now operational again and happy with the outcome.

What stood out to me through all of this is something I have believed for a long time.

Control matters.

Having the right tools matters.

Having the right people in place matters.

And reducing dependence on multiple third parties matters.

Ironically, this all happened while we were still recovering from our own server breach situation. Even with that going on, we were still able to respond faster, communicate directly, and get the customer operational without waiting on layers of outside providers and solution vendors.

Sometimes the biggest advantage is simply being able to act immediately instead of waiting for someone else to figure things out.