"The business generates a gross margin of about 90%." Well, I can see why they would have to cut costs associated with employing customer service representativ

"The business generates a gross margin of about 90%." Well, I can see why they would have to cut costs associated with employing customer service representatives to handle requests for copies of credit reports from consumers. Faced with such financial pressures, they probably had no choice but to make private consumer data accessible via public internet and use a "web app" in order to scale back their costly customer service headcount. This has all the hallmarks of sound business judgment.