Every new tool solves one set of problems and creates a new area of concern. Digitization of data has been an explosive force for productivity and advancement, but it has also created its own new roster of mundane work roles. Through the years, customer-service operation has become more and more powerful, with advanced functionality provided by increasingly digital tools. That’s clearly a good thing, but it also means that your customer service team is spending a lot of time moving from one application to another, filling in the same information in multiple places, re-entering data, or copying and pasting.