"I called my phone company to disconnect my line, and they said it was taken care of. But then a month later, I got another bill! I called again, and they said the cancellation request hadn't gone through. But why is that my fault? I shouldn't have to call twice to get this straightened out."

Good customer care doesn't end when the customer hangs up. This customer was billed because his cancellation request had never been sent to back-end billing and provisioning systems. But shouldn't there be an automatic process that will take requests from front-end channels such as contact center agents and make sure they get to the back-end systems? And if something goes wrong with the request, shouldn't the system let the agent and the customer know?

Microsoft Customer Care Framework 2008 (CCF 2008) was designed to help the many parts of a customer service initiative talk to each other-in short, to keep customers from falling through the cracks. Every company has different customer care needs, but Microsoft has developed an extensible solution that can be custom-fitted to the needs of your organization.