Hello Acropolis!
Back in 2005 I spent a week with our Product Support professionals “helping” to answer support calls… I was amazed that at the world’s largest software company the tools these folks use were not well integrated (I believe it has sense been addressed). A customer call comes in via one application giving some limited caller ID type of information, the operator cuts-and-paste the name from there into another app to look up their account status, then opens a case in a tracking application and again cut-and-pasts that information in and then opens up a website to check out the availability of a hot fix the customer was asking for.. Wow.. one simple action 4-5 applications. Why didn’t we have one application to unify them all? Well, our story my sound
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Read the complete post at http://blogs.msdn.com/brada/archive/2007/06/04/hello-acropolis.aspx