[vicz]

Originally Posted by AlexanderHanff

Could you perhaps explain then why an email about a BT domain needs consultation from Phorm in order to answer?

For your suggestion to be true that would seem to make no sense. There should be no reason for BT to consult Phorm on queries about BT's own servers.

Alexander Hanff

Because the helpdesk would normally be staffed with low skilled staff and an email auto-response system. And BT would probably be paying phorm a support fee to provide second line support. The default route may even be to phorm. Anything more BT-related would just be passed back to them. But it does look like a case-referral trail rather than the form being hosted by phorm(!) This is typical of how products like eg Kana or Siebel work. After a while the auto response system would be able to spout its own PR-spin canned answers but until they get a feel for the sort of questions people actually ask they will probably be hand holding it.