Real World Case Study, "Ecourier, Cablecom, And Bryan Cave."

605 words - 3 pages

MGMT 221

1. Information technologies contributed to the business success of the companies depicted in the case as follows.

eCourier: eCourier was dealing with the concern of losing customers to other couriers in a blink of an eye if there was anything the customer was not satisfied with. According the chief Technology officer and cofounder Jay Bregman, “ clients are more likely to take their business elsewhere than they are to report a problem to their current courier” (Marakas & O'Brien, 2013, p. 42). Once eCourier decided to use software SeeWhy this allowed them to implement an enterprise collaboration system where customer’s, account managers could communicate regarding scheduling. This system also was a transaction processing system that processed the date inputted and analyzed for the end-users, the employees, to alert them of any changes in customers normal ...view middle of the document...

Bryan Cave: They were able to better their business by implementing a management support system that would replace the spreadsheets they used to bill customers. By doing this they were able to use tools such as the “pricing and staffing modeling tools and historical analysis tools” (Marakas & O'Brien, 2013, p. 43). This helped the firm understand why it was okay to charge customers by the size of their project.

2. One profession that could benefit from BI technology is construction businesses. I say this because as they work on different constructions projects whether it be building a house, building or park. They are able to review their information such as vendors they used or different sub contractors to find out which ones would be best to use for specific project due to either budget cost or the location. This would save them time instead of constantly researching who is available in the area. It would be like creating their own network of people but with in an application.

Another profession that comes to mind would be the help desk to any business. They could build a knowledge base to keep track of common issues reported by end-users. This way they could easily find solutions to these issues or make self help tips available to the end-users via the intranet.

3. Some other actions I would take to for customers at risk of leaving would be offer discounted rates if the issue was with pricing or provide additional features to their services, like additional line. If the customer had a specific issue they always encountered I would assign them a specific person they could contact directly if they experienced the issue again. Great customer service can go a long way, sometimes.

Unfortunately yes I would consider letting some customers go, only because it’s unavoidable in any business. There will always be a new customer or two to replace them in the future. Besides you can only do so much to keep a customer happy without it affecting your business.

Marakas, G. M., & O'Brien, J. A. (2013). Inroduction to Information Systems. New York: McGraw-Hill.

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