Earlier today I had another poor customer experience with my mobile service provider. I'd spotted a better deal elsewhere but was wondering if my current provider could match it. The agent was completely disempowered, unable to budge from the offers I could have obtained directly from their web page. This was a classic customer churn scenario and got me thinking that this was a scenario ripe for a Case Management application.

I've posted more details on my blog.

http://peterwhibley.wordpress.com/