The Untapped Treasure
It's one of the heaviest holiday shopping days of the season, and a major online bookseller experiences a spike in failed payments as its credit card transaction application falters. Each minute of downtime costs the company revenue dollars, as well as lost transactions and repeat customers. All levels of the company shift into high gear. IT scrambles to find the nature of the problem and get the application back online. Customer service steps up to handle frustrated customers before they leave for competitor sites. The PR department issues a statement. C-level executives seek immediate answers to what happened, why it happened, when it will be resolved, and how much it will cost.