The company's IT manager Chris Barclay said it was impossible to modify the customer satisfaction software, known as Satisfy, to suit changing business requirements.

As a result, he said the consumer relations team had to manually write out details about each incoming call and record it after customer contact creating delays in resolving issues.

Also once the information was recorded, ongoing accessibility was also a problem, especially if it was escalated to executive management.

"We had access to very standard reports of issues rather than the summaries and graphical representations the business was demanding," Barclay said.

"Coupled with lack of support and the inability to make changes, it was clear the application was no longer capable of supporting our business."