Over the past year I have had run-ins with customer service at various companies. I have experienced both the positive and the negative. In dealing with an insurance company after a tree fell on my home I endured the nightmare that happens when a company doesn’t have a decent process in place. On the other hand, I work daily with a SaaS based software company that has a five-star customer support process. The differences between the two are like night and day. They quickly illustrate an issue we help solve here at Information Mapping: developing efficient, effective customer service policies, procedures and processes.