Frustrating experience - Recensione dipendente - Dipendente anonimo presso IONOS

1&1 is good at only one thing. Probably the only thing a company should be good at. And that is inexplicably, staying in business. Previous recent reviews here have highlighted a lot of problems but for a few things those reviews dance around the real problems There is a culture of favoritism locally. It leads to the promotion of incompetence but it is actually not relevant because the corporate culture is toxic. Everything is run from Germany and they are not the least bit interested in anything but the bottom line. 1&1 Internet is a hidebound, reactive, regressive company instead of a forward looking one. The only perceivable business strategy is a seemingly random series of shifts from one knee jerk reaction to the next. As employees work in complete isolation when it comes to information about how the company works and what it is doing one can only go based on one's observation of their surroundings but it seems as if United Internet, after twelve years, still runs 1&1 Internet Inc. like it is a small side business instead of providing ongoing serious investment into growth. So called quality metrics don't actually measure anything remotely having to do with the reality of the experience the customer has when they call in to 1&1 or the performance of the employee who speaks with them. Because of the way things are organized and the fact that the CRM and communications systems are so unreliable most incoming calls only reach their destination after the customer is transferred from place to place, and because there are no internal operationally consistent standards for how to speak to customers, and how to document calls, the agent who eventually has to deal with the customer has no idea how to help the customer without being more of a burden than a help. Because there is no accountability you consistently fail to establish realistic customer expectations from the outset. Employees are treated like children. Efforts to help the customer that go outside predefined parameters known as "scope of support" are not rewarded. Not only are they not rewarded or recognized but persistence in such efforts means one eventually just becomes marginalized from opportunity and after that, one is removed. The technology support infrastructure is obsolete and basically punishes the employees and the customers because it is so incredibly rigid and so rampantly inefficient. As a result the majority of incoming phone calls are misrouted and have been for years. The simplest functions to perform to help the customer become monumental undertakings and because of the organizational structure may take days to be completed. This is all exacerbated by the fact that nobody in Chesterbrook can actually make any changes that matter, much less improve anything. A previous review said management is incompetent. Management is not incompetent. Management is impotent and that is by design.