AAPT last week said it had not experienced a second customer meltdown last month when it restarted the migration to its $100 million new customer management system, Hyperbaric, as it did when it first commenced the move over a year ago.
The company first started migration in June 2007, but suspended the operation in the new year when its call centres couldn't handle the volume of calls from confused and annoyed customers.
This time around, however, AAPT call centres have not been deluged by irate users, with call volumes remaining around 80 to 90 per cent. "All the early signs are positive," AAPT CEO Paul Broad told ZDNet.com.au.
He said the migration was being taken much slower, and would likely take six to nine months. "We're not the Rambos we were at this last year," Broad said.
AAPT CTO David Yuile said in August that a lot of work had gone into the processes behind the system, with eventualities more extensively being mapped out, work which seems to have paid off this time around. "The engine is working incredibly well," Broad said. "We're back on track."
AAPT started developing the system back in 2005, hoping to replace legacy systems and simplify the creation of new products as well as make it easier to bill and connect customers, allowing them to deal with the company online.