The Vanguard Group Inc. website was not operating as per the norm nearly an entire week last week, potentially hindering thousands of customers from accessing year-end investment reports online. This displayed the need for companies to invest in robust customer service teams capable of dealing with high demand when technology fails.
Customers of the $8 trillion mutual fund weren’t able to download documents of key statements, confirmations and tax forms needed for end-of-year accounting. Delaying the efficiency of the businesses, increasing the workload for an already tightly packed period.
A tweet from Rob Kaufmann, an investor beautifully summarised this:
“Why would anyone trust their money on this infrastructure?”
What is your opinion?