[Sigia-l] "Content Silos"

[Richard Wiggins]

You miss the point entirely.  The "state" information was stored in Betty's
brain or on pieces of paper in her folder, waiting to be updated into the
computer later on.  In effect each agent is a baby content silo or data
fiefdom, hosting all the data for each in-process customer.  When Betty goes
offline, all her customers in-process do too.

With USAA, there is never a piece of paper involved in their transaction
processing or logging.  You hear the reps typing status into your customer
record while on the phone. All reps are trained to read the record and get
up to speed instantly.  All data is centralized and any human is
substitutable as a front end.  (And customers can mix fax, phone, e-mail,
Web as modes of inquiry seamlessly.)

With a single data store, anyone from anywhere in the organization can pick
up any piece of corporate data and know that it is current and real.  It is
not an extract, it isn't a copy in an Excel spreadsheet, it isn't last
week's data.  It IS the data.

/rich


On Tue, 08 October 2002, Listera wrote:

> 
> "Richard Wiggins" wrote:
> 
> > What did that mean?  Call up and they go "Oh Betty has your
file.  Her
> line is
> > busy.  Would you like her voice mail?"  Service was erratic,
inconsistent,
> and
> > inefficient.
> 
> This sounds more like a workflow/service problem than a technical one of
> consolidating data in a single DB.
> 
> Best,
> 
> Ziya
> 
> 
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____________________________________________________
Richard Wiggins
Writing, Speaking, and Consulting on Internet Topics
rich at richardwiggins.com       www.richardwiggins.com