Company instates new B2B project management and communication software that clients despise, boss insists that it be used anyway, causing problems with key client who gets the CEO involved: 'The client called [the CEO] directly'

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Brad Dickson • Managing Editor
Oct 29, 2025 12:00 PM EDT

Just because something is new and shiny doesn't always make it better.

Just think of all of the "AI-powered" products we're getting that demand higher subscription costs for—what exactly? We have smart appliances that are "AI-powered," yet they can't seem to run without a subscription or a connection to a server somewhere.

Look at what happened last week, with the AWS outage that left those with smart beds and even smart water filters unable to use their products. What are these products doing with a server connection? Who knows, but I'd bet you a lot of money that it has something to do with collecting and selling your data.

This concept of "new isn't better" came into full effect in this workplace when the management rolled out a brand new project management software and insisted that all communication flow through the software's built-in communication systems. You can probably see where this is going: clients who are used to being able to pick up the phone and call someone don't like being told that they have to log a ticket and wait for a response. And nothing will send a client over the edge like being told to wait when they've already been waiting to resolve an issue. It's like all these "AI assistants" that companies have started using for customer help lines that lead you in endless circles until you finally resort to repeatedly demanding that it connect you to an actual service agent. 

Usually, these types of decisions get rolled back when the customers and clients themselves begin to complain and when there's actual money on the line in the threat of cancelled contracts, but when the service agent's boss doubled down, the client forced the CEO to get involved by calling them directly.

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  • 01

    "All client communication must go through new software."

    My company rolled out a horrible new project management software. It's slow, confusing and our clients hate it. My manager, is the only one who likes it. He caught me using email to help our biggest client and got mad.
    via MissMeadowsz
  • 02
    A man frustrated with his laptop massages his forehead and holds his glasses in his other hand
    via Getty Images For Unsplash+

    The image is representative only and does not depict the actual subjects of the story.

  • 03
    He told me, "You must use the new software for ALL client communication. No more emails. If it's not in the software, it didn't happen." Two weeks later, our biggest client an old-school CEO who hates the new software, emailed me for an urgent, quick call. Instead of just replying, I logged into the new software, created a new task for her and wrote my reply there.
    via MissMeadowsz
  • 04
    Then, I replied to her email informing her of my manager's new policy that requires me to move our conversation to our new software Sent her a link to see my message and schedule the call.
    via MissMeadowsz
  • 05
    About an hour later, our company's CEO calls me. The client had called him directly, furious that I was refusing to help her and sending her bureaucratic links. She was threatening to pull our contract.
    via MissMeadowsz
  • 06
    I explained I was just following manager's direct order. The CEO told me to call the client immediately and handle it. A new email went out an hour later from the CEO. "Please use whatever communication method is best for the client. Client satisfaction is our top priority." Manager's new rule didn't even last 2 weeks.
    via MissMeadowsz
  • 07
    Two employees work together on their laptops in a conference room
    via charlesdeluvio

    The image is representative only and does not depict the actual subjects of the story.

  • 08
    tsian Prologue: Epilogie: CEO created a task in the new communication software instructing the manager to come to a meeting... 10 minutes ago.
    via MissMeadowsz
  • 09
    PAUL_DNAP Well complied there. A better policy would be to use whatever the client prefers for the primary communication, but be sure to log it in the system too as other people may need to know what you've been discussing.
    via MissMeadowsz
  • 10
    Uh_yeah- Issue tracking is super important, but issue tracking systems are designed for issue tracking, and they generally suck for user communication.
    via MissMeadowsz
  • 11
    Just_Aioli_1233 My manager, is the only one who likes it. $10 says because management was consulted on the development of the software and so the parts they use work great. The rest? Not so much.
    via MissMeadowsz
  • 12
    JoyReader0 Sooooo many times I had to deal with software that a manager bought on the basis of a rigged demo
    via MissMeadowsz
  • 13
    Survive 1014 Same thing just happened at my work. Our phones and work systems went down. We called our vendor and they wanted us to submit a ticket through the website. We could even log in to do that. Owner of our company called them and said if someone wasnt dispatched to get us up and running in the hour, we would be leaving them. We had a physical tech at our office in 30 minutes to start fixing the issue. No website submission necessary.
    via MissMeadowsz

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