I am a founder of a company managing 500k endpoints of different kind of tracking hardwares. It is funny how a thing that less likely to happen than once a month or year, like a bogus sample of data or an event lost gains significance when you have a client of just 200 endpoints who actually is interested in the service.
They just find mistakes, people come that their report for this guy was missing this and that and the commissions are not precise etc. Or they just get a bogus alert sometimes.
We could just shrug, but this erodes the trust about the whole service and the system itself. So we worked a lot to never have these. We have like 25 people on customer service and I can tell you it could have been easily 50 people otherwise.
The interesting part is how we had to kind of break people's common sense about what is significant problem and what is not. The "this is almost never happens I can assure you" from new colleagues were a good source of laughter after some time.
They just find mistakes, people come that their report for this guy was missing this and that and the commissions are not precise etc. Or they just get a bogus alert sometimes.
We could just shrug, but this erodes the trust about the whole service and the system itself. So we worked a lot to never have these. We have like 25 people on customer service and I can tell you it could have been easily 50 people otherwise.
The interesting part is how we had to kind of break people's common sense about what is significant problem and what is not. The "this is almost never happens I can assure you" from new colleagues were a good source of laughter after some time.