Integrated Case Study: Bandon Group, In
CIS 511 Enterprise Resource Planning
Oscar A Vasquez Calis
March 11, 2015
Dr. Stephen Huber, PhD
The Bandon Group
Bandon Group, Inc. is currently attempting to discover how Information Technology can better support the overall missions, goals, and objectives of the organization. Data is not currently integrated across the various divisions, which causes a duplication of effort, sub optimized effort and additional expense to the organization (Summer, 2005).
Bandon Group, Inc. has a relatively small lnformation Technology department. With the range of various technical solutions that have been implemented across the divisions it has ...view middle of the document...
with a comprehensive overview of their business which in turn will influence decision making in a productive manner. The decision to implement an ERP solution would provide the Bandon Group with several benefits. These benefits include, but are not limited to.
• A perfectly integrated system chaining all the functional areas together
• The capability to streamline different organizational processes and workflows
• The ability to effortlessly communicate information across various departments
• Improved efficiency, performance and productivity levels
• Enhanced tracking and forecasting
• Improved customer service and satisfaction
A CRM system will provide several strategic advantages such as improved customer service, increase customer revenues, new customer discovery, cross and up sell productivity, foster faster sales finalization, and simply marketing and sales processes. Customer service will improve due to the fact that a CRM system will give the organization the ability to personalize relationships. A repository of customer profiles can be maintained which will allow the company to be better informed of a customer specific needs and transaction profiles. Additionally, the company will be able to adjust the level of service to reflect a customer’s importance and status (Marr, 2015).
Implementing a CRM solution will also provide improved customer service, through improved responsiveness and understanding, which will foster customer loyalty and greatly decrease customer agitation. CRM data will allow marketing campaigns to be implemented more effectively. Bandon Group, Inc. will readily have access to data in reference to what customer has already purchased and the various services and products that suit the customer’s current and future needs (Plunkett, 2015).
Customer discovery is another benefit of implementing a CRM solution. CRM systems maintain a listing of existing clientele, which will allow the organization to trend and determine their target market, which will maximize clientele. CRM systems facilitate cross-selling which consist of offering customers complimentary products based on their previous purchases. A CRM system also facilitates up-selling which consist of offering customers premium products in the same category. This provides the company with better knowledge of their customers and allows them to appropriately anticipate customer purchases (Russell, 2005).
A CRM solution will also assist in finalizing sales at a faster and more effect rate. The software will allow for quicker and more efficient responses to customer leads and customer information. A CRM solution will also assist in developing communication channels, which will improve company efficiency and customer relationships by allowing for the integration of eBusiness solutions. eBusiness will assist in providing the customers with various options of choosing how they want to communication with the organization (Russell, 2005).