As a service provider it is not enough to be present on one or two channels. Customers expect that they can choose between several channels. This makes it difficult to get an overview of the task amount, time spent per task, response rate and contact pattern. As a result, the tasks stack up and become incalculable, which leads to bad customer experiences and an – for the service provider – increased cost per inquiry. At the same time, the insufficient overview can cause a lack of focus on cross- and upsell.