Too many to name. To put it bluntly, there are 100+ clients and 3 Tier 1 employees with one Tier 2. 160+ unhandled tickets at nearly every moment of every day. Tickets sitting for weeks if not months with no response because quite frankly, how could that volume be kept up with.
The solution? “Work harder” that didn’t work? Micromanaging. That didn’t work? SOPs that change weekly with zero communication. That didn’t work either? Berate the employees and double down on previous attempted solutions.
Unbelievably toxic management, no interdepartmental communication, zero business sense. If you want to grow as a software company you HAVE to be able to SUPPORT your clients. Which means hire for the volume. It doesn’t matter if you “think” 4 people can handle that volume. It’s been the case for 2+ years that 2-4 people cannot handle that volume. Other departments continue to grow with the influx of new clients. But not the one that affects post-implementation and retention the most. You can only overwork and abuse employees for so long before enough is enough.
Health insurance is abysmal.
