We all thought License This! was the answer. Where did we go wrong?
CYBIL: Perhaps in some hotel suite…
JUAN: Hey! I’m sorry you had to work so hard to even come close to fitting what Really Big Client wanted… er needed. But, it’s obvious we weren’t even close.
DEE: I know I should have been around to help… I’m sorry.
JUAN: Yeah and I’m sorry I even met that sales person from License This! I just don’t know enough about this stuff…
CYBIL: You don’t know enough! Well, sit tight buddy because it’s time to start learning.
DEE: Hey Cybil… take it easy on Juan. Let’s get to work instead of carping at each other. What went wrong?
CYBIL: Well, in case you didn’t know this Juan… each carrier has its own unique data requirements, and I’m not a data technician… and the License This! service desk was next to useless.
DEE: What made it worse is the data we got from Really Big Client was all over the place… really inconsistent.
JUAN: You know, the sales demo of the platform made everything look so easy, but we got dozens and dozens of calls from confused employees. They couldn’t find where the relevant plan documents were.
CYBIL: I’m glad you had to answer some of those calls. It’s good to share…
JUAN: Share the pain you mean!
DEE: Quit it you two… what I see here is a classic case of technologists not understanding the complex business rules governing insurance plans.
If we ever do this again, we need to have support for the employees from whomever provides the technology. It would be wonderful if they assigned someone who gets how important it is for employees to understand their benefits and is really – and I mean really, really – familiar with the system.
JUAN: (Singing) Dreamer, you’ve always been a dreamer…
Quick cut to close up of Cybil’s face. She smirks as we hear her thinking… “You are a dreamer… Dee the Dreamer. Walter will never marry you.”
CYBIL: (out loud) Expecting us to become experts on a new system in a few weeks is not only unfair, it’s impossible. Those people at License This! know that, but they sold us their technology anyway.
DEE: You’re right, they should have figured out what we were capable of and what we were up against with this account and then given us the support we needed.
They continue to talk as the camera pulls back to a long overhead shot.