Our world is getting more complex. Issues and problems can very rarely be completely solved by a single individual. They may be of a technical nature, or in a service or manufacturing framework, but many issues actually require intervention from many people in order to be properly resolved. That makes collaboration all the more essential for a timely and efficient problem resolution flow.
“The difficulty consists in making sure all the relevant information is passed from person to person, so that all participants are actually working towards the same goal.”
Using email for that purpose can be treacherous as it’s very difficult to make sure that all the relevant information contained in a thread is passed from one problem-resolution agent to the next.