• 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

    To get promoted you need to develop your professional skills and competence, business sense and relationship building skills, which seems difficult without proper planning, so to have a good plan makes the chances of your success in your objectives / career goals much more.

  1. Thai Tuan Textile Company, Vietnam - Marketing Strategies

    When launching the new Ao dai collection for schoolgirls which is called Lencii collection in June 2008, Thai Tuan introduced its promotion program call "Shinning with Lencii". Customers who purchase the collection would receive a gift of stone-made jewelry. This program was last from 1st July to 20th August 2008.

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

    assistants in making sure that the organisation's resources are applied to meet the objectives of the client and organisation. Internal and external controls interact in a case like the live performers performing at the event at a certain time and place, where they should be on time and well equipped.

  1. The Main advantages and disadvantages of mixed economy system

    Same as with Command economy, this idea is impossible, which was proven by a number of global crises and depressions that were caused by a lack of control over the economy by governments. One of the most famous financiers G.

  2. Business plan for Laundry Toaster laundry dryer.

    ? Wide range of distribution channels enabling comprehensive coverage of Malaysia market. ? Sophisticated use of internet for marketing & ecommerce by Malaysia manufacturers & retailers ? Most companies operate flexible and agile business models enabling them to shift focus according to changes in market demand.

  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. Ford Company Analysis - corporate structure and financial analysis

    (R1+ R2+ R3 + R4)/4 = 0.89 Variance and standard deviation of return 2011: Var(R)= 1/(t-1) (R2008 - )2 + (R2009 - )2 + (R2010 - )2 + (R2011 - )2 Var(R)= 2.319 SD(R)== 152.3% Standard error and 95% confidence interval: Standard error= SD(R)/4 Standard error= 76.15% 95% confidence interval= Historical average return ± (2x standard error)

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