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Case solution Essay Solution: Moving from â€Å"make do† to â€Å"can do† Meeting SUBWAY’s expectations meant IPC needed topnotch management of key issues: Card programs: A newly implemented Gift card program – and management of an existing loyalty card program – brought high customer demand for IPC to handle card issues and placed a serious burden on them to respond efficiently. Customer service: Efforts to address issues were being duplicated and the process was managed manually. There was no real control of customer service, so issues were falling through the cracks. Centralization: IPC needed a system to centralize customer issues and eliminate redundancies. IPC had no way to know or track if multiple resources were working independently to resolve the same customer issue. With a holiday season quickly approaching, IPC expected higher volume demands, which meant they more support resources. They decided the timing was right for CRM Solution: Moving from â€Å"make do† to â€Å"can do† Meeting SUBWAY’s expectations meant IPC needed topnotch management of key issues: Card programs: A newly implemented Gift card program – and management of an existing loyalty card program – brought high customer demand for IPC to handle card issues and placed a serious burden on them to respond efficiently. Customer service: Efforts to address issues were being duplicated and the process was managed manually. There was no real control of customer service, so issues were falling through the cracks. Centralization: IPC needed a system to centralize customer issues and eliminate redundancies. IPC had no way to know or track if multiple resources were working independently to resolve the same customer issue. With a holiday season quickly approaching, IPC expected higher volume demands, which meant they more support resources. They decided the timing was right for CRM