Unfortunately, this is not just Universal but a lot of companies go through this kind of thing. Some Executive fairly high up the chain wants to change the system they use just so he or she can put it on their year end review that they improved something. They sell it with "this has more bells and whistles" than what we are using now. Then it gets rolled out without testing and then boom, everything breaks. It's the people on the front lines who have to take the brunt of the backlash, dealing with email boxes that are over-run with URGENT requests and calls waiting because they don't have enough people to man the massive amount of incoming calls. But the executive gets a big bonus at the end of the year for changing something that didn't need changing in the first place.