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AT&T Wireless Self-Destructs [Offshore IT Outsourcing Disaster Kills Company]

04/29/2004 6:24:40 PM PDT · by Southack · 95 replies · 1,730+ views
CIO ^ | 4/15/2004 | Christopher Koch

AT&T Wireless Self-Destructs The story of a botched CRM upgrade that cost the telco thousands of new customers and an estimated $100 million in lost revenue. Hard lessons learned. BY CHRISTOPHER KOCH Executive Summary Last fall, AT&T Wireless frantically tried to complete a CRM upgrade to Siebel 7. It had to be done in time to handle the customer service challenges accompanying a Federal Communications Commission deadline for allowing customers to change carriers without changing their phone numbers. The effort was a failure. Systems crashed and stayed down. Customer reps could not keep up, and angry customers abandoned the...

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