Unfortunately the policy (particularly that of the European management team) has been one of lack of investment in key areas which has resulted in the existing company becoming a top heavy, slow to adapt, process dominated mess.
Process is king to the detriment of common sense, customer service or staff motivation
The company culture has become "computer says no" and communication via email (worse still a collection of undecipherable email boxes)
Lack of training, lack of investment in the business, lack of knowledge of the industry and probably poor salaries means the back office teams have no real interest in the success of the business...which reflects in terms of what the customers see (or often don't) in terms of service
The internal systems are not suitable for the company: support and renewal quotes don't make any sense (and the people providing them only understand numbers on screens, not what any of it actually means). There is no clear CRM package that ties customers, orders, quotes, etc together which in the age of making use of big data is almost criminal
The majority of the better staff have left (there are still some good people there) and the motivation of the company is through the floor (and no, this isn't because the company is going through a change...its because they havent changed with the times over the years before)
The group levels (europe and global) are top heavy and don't interface well with the local teams. Group management spent a fortune relocating to London and for the UK kick off meetings still send video messages...make an effort! As for the European management....
