Dirty Rotten Scoundrels
For regular readers of these pages, you will know we moved from FreshWorks to Zoho recently and so far, so good. Except that Freshworks refused to let me go! Despite cancelling, unsubscribing, calling, emailing and all but shouting, they continued to take my money!!
The fact that they kept my credit card details on file after the account has been cancelled is to me, unscrupulous, but the whole cancellation process was not straightforward. Clearly, they didn’t want to lose me!
The problem is that I subscribed to 2 modules and each needs to be cancelled in an entirely different way. They have used disparate processes to deliberately mislead their customer so that mistakes are made – I am the perfect example.
There are two lessons here:
1. Check peer reviews and don’t just believe the marketing collateral. This may seem obvious, but it is something I wish I had done more thoroughly.
2. See how easily mismatched processes cause errors and so plan meticulously.
It is worth ensuring that your own business processes are aligned, documented and automated. Consider using a business process management solution if manual errors are creeping in. We would be pleased to share some of the benefits of our experience on this subject.