I think it’s time we start being honest about the current state of the new ODW CSG tool.
There are widespread reports from multiple sales teams that the tool simply isn’t working as expected. What’s even more frustrating is the almost dismissive attitude we’re receiving from some support teams when these issues are raised.
The problems are continuing to pile up.
Pricing is significantly different from what the previous tool provided, in some cases making quotes completely uncompetitive or nearly impossible to explain to customers.
Alignment simply isn’t there.
Issues are met with, “Raise a ticket.”
Those tickets can then sit for days before being addressed, only to be rejected for multiple reasons rather than actually resolving the underlying issue.
Work is now building up to two weeks old because we can’t quote. Projects haven’t been transferred over properly, creating even more disruption.
Front-line sales teams are being left to professionally explain delays, system issues, and unexpected price increases to customers, while often not having a clear explanation ourselves.
And this isn’t just an operational issue anymore.
People are genuinely struggling with the stress and frustration. I’ve personally seen people becoming extremely upset by the situation, and I can say that this is now affecting my own mental health as well. I’m certain I’m not the only person feeling this way.
My question is: is there an appropriate channel to formally report this, such as Ethics or another independent escalation route?
If multiple people independently document and report the same issues, at least there would be a formal paper trail demonstrating the scale and impact of what is happening.
Wouldn’t the logical approach be to pause the rollout, fix the underlying issues, properly migrate the outstanding projects, validate the pricing and alignment, and then release the tool once it is actually ready for production?
Right now, it feels like the front line is being asked to absorb the consequences of a tool that simply wasn’t ready.