• Join over 1.2 million students every month
  • Accelerate your learning by 29%
  • Unlimited access from just £6.99 per month

Development of online customer service - the problems with Super Deal Electronics are mainly concerning its online shopping business. It current information system can not meet the e-commerce needs and the problems can be categorised into several groups s

Extracts from this document...

Introduction

Table of content: 1. INTRODUCTION 2 2. ANALYSIS 2 2.1 MAJOR PROBLEMS 2 2.1.1 Customers 2 2.1.2 Employees 3 2.1.3 Management 3 2.1.4 IT structure 4 2.2 POSSIBLE SOLUTIONS 4 2.2.1 Information system 4 2.2.2 E-services 5 3. CONCLUSION 6 4. REFERENCE 6 1. Introduction Super Deal Electronics is a medium sized company with twenty-eight retailing stores that sell all types of electronics, computer solutions, software, peripherals, accessories and consumables in New Zealand. The company also has developed a good website where customers can get the information on the products and services and also do online shopping. In addition, customers can also order by a free telephone number which is manned by the company employees at the head office and customers can also request the mobile salesperson to visit them for too technical orders or business-to business transactions. Although the current system works well, there are some problems concerning the customers, employees, management and IT structure. Therefore as an independent consultant, this report will give the evaluation of the strength of these problems and highlight them in terms of importance and possible suitable solutions to these problems will be given. 2. Analysis Generally, the problems with Super Deal Electronics are mainly concerning its online shopping business. It current information system can not meet the e-commerce needs and the problems can be categorised into several groups such as customers, employees, management and IT structure. ...read more.

Middle

The company has an ERP system, which was built in 1990s, takes care of most of the back-end functions of the company. The present IT structure is VPN that use the Internet as the main backbone supplemented with firewalls and other security features. All the stores of the company are connected to the central IT office at the head office that has a web serve where the portal is hosted. So the IT structure hinders the development of e-commerce of the company. 2.2 Possible solutions E-business model is different from the traditional business model by three distinct features: it can be accessed to 24 hours a day, seven days a week, it can have global business while eliminating and it can act as the middle man who acts like a broker and a distributor. (Export Knowledge) Therefore because of the problems the company current has, we can see that the major cause of the problems is the system the company has. So we suggest the company to update or build a new information system and focus on the e-services, that is try to satisfy customers online. 2.2.1 Information system Currently, the company uses an ERP system built in 1990s and its IT structure is VPN. ERP system is the backbone of the e-business, it is a cross-functional enterprise system that serves as a framework to integrate and automate many of the business processes that must be accomplished within the manufacturing, logistics, distribution, accounting, and finance and human resources functions of a business. ...read more.

Conclusion

However, other means of telecommunication is also used, so e-service becomes necessary for marketer and companies. IT solutions look e-service as new generation solution and e-service's key solution includes effective use of CRM. Therefore for the management of the company, it should have the e-service management with following features: * Knowledge management: give solution, and answers to FAQs * Request management: fulfil the service, plan the resource * Live customer support: customer service representative make call to customers, write emails to customers * Account self-service: user name and account administration, account status maintenance and details * Installed base management: installation management, warranty management * Complaints and returns management: deal with customers complaints in time and give right reply * Billing and payment online payment and online invoices. (E-service: satisfying customers online) Therefore, with the features achieved, the company will solve its current problems with customers, employees, management and IT structures. 3. Conclusion Above all, the Super Deal Electronics is a successful e-business company but has some problems with customers, employees, management and IT structure. The origins of these problems are caused by it inappropriate information system. Therefore with the update of it system to client/server network and focus on e-service CRM, the company will solve its current problems. 4. Reference Expert Knowledge, retrieved on 4th October 2005 from world wide websites http://expertanswercenter.techtarget.com/eac/knowledgebaseAnswer/0,295199,sid63_gci1053510,00.html O'Brien James (2003) Introduction to Information Systems, essentials for the e-business enterprises, eleventh edition, international edition, McGraw-Hill Irwin, McGraw-Hill Company Ltd, New York, USA Chusasama, Jayesh (3/25/2004) E-business: Satisfying customers online, Course notes ?? ?? ?? ?? 6 ...read more.

The above preview is unformatted text

This student written piece of work is one of many that can be found in our International Baccalaureate Business Studies section.

Found what you're looking for?

  • Start learning 29% faster today
  • 150,000+ documents available
  • Just £6.99 a month

Not the one? Search for your essay title...
  • Join over 1.2 million students every month
  • Accelerate your learning by 29%
  • Unlimited access from just £6.99 per month

See related essaysSee related essays

Related International Baccalaureate Business Studies essays

  1. Why is good product and service design important? Good design makes good business ...

    Take, for example, the Lawn Ranger, a robotic grass-moving machine devised by an American company. The product concept was an automatic grass-cutting machine which would need only to be shown the perimeter of an area to be cut and then could be left to complete the task while its owner relaxed.

  2. Advance Professional Development

    What is Personal Development Plan? "Personal Development Plan (PDP) is a process by which an individual can manage their own development through a process of reflection and structured planning on how they can meet their own goal "[Training and personal development planning, University of Leeds].

  1. Project Management - planning an all inclusive carnival concert in the North Western end ...

    4. Lawrence Biran- Is in charge of organising the live performers, entertainment, music set-up and stage, equipment and lighting. Deadline Reana Singh- to deliver final project- 3rd /6/2011 Anisa Jagdin- deadline date for Decorations ,Caterers, Bar and Toilets - 30th /5/2011 Alicia Biran- Venue and Advertising- 19th /5/2011 which is before

  2. This paper will concentrate on Apples Apple TV business, and its complementing iTunes business.

    and Computer hardware business, Apple has adopted a multi-channel model. In addition to its online store, apple also has 230 Apple Stores worldwide. Each Apple Store contains a Genius Bar (a tech support area), a large variety of Apple hardware, software and peripherals and in some cases a theatre, or Studio.

  1. Using a diary system has many different purposes and can bring many benefits to ...

    for making diary entries and any changes as all entries need to be as accurate as possible. If they are not accurate then this may cause problems for the people who are to attend the appointments as they may have the wrong date, or the wrong time.

  2. Business plan for Laundry Toaster laundry dryer.

    ? High management retention rates in manufacturing sector reported at around 90-95%, resulting in skilled & experienced corporate management. ? Efficient management information systems & IT systems used by majority of manufacturers & retailers to increase efficiencies, enhance service & add value.

  1. A Business Plan for a DJ Party Service in Harare.

    we are charging this will have clients knocking on our doors Price discrimination - here we will charge different groups different prices for our services. For big companies we will charge higher prices than for small company events. We will charge less for kids parties compared to middle aged parties.

  2. Analyse Reasons for Zara's Success in the Fashion Retailing Business

    After cutting the cloths, the companies own trucks take them to outsourced workshops close to Inditex factories together with sewing instructions. Zara?s hundreds of different workshops are mostly situated in Northern Portugal, Galicia and Morocco, very close to Inditex headquarters which allows the operations to be very closely monitored making sure the production schedule is met.

  • Over 160,000 pieces
    of student written work
  • Annotated by
    experienced teachers
  • Ideas and feedback to
    improve your own work