• 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...


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.


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.


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

    These are users with already a form of digital content. With Apple TV, the target market segment is large. The entire iTunes user base was a target, as were customers of the Apple's computer and iPod business. Apple TV provided a unique value to users with content spread over different devices.

  1. Difference in working culture of Malaysia & Singapore

    You will see a lovely blend of all these cultures in Singapore. Working in the Singaporean way is also the same! If you end up in a medium to large-scale organization or probably in a huge multinational, you might have a British or Chinese CEO, a Swiss or Dutch manager,

  2. Accounting terms Revision notes.

    It can be used to monitor the businesses progress. A good business plan includes the following: Details of company, Description of product, Customer info, Organisation and location, How much money the business has, Detailed analysis of cash available - cash flow forecasts etc.

  1. Advance Professional Development

    can help the company employees in developing their personal and professional skills. The company management is looking for a Personal Development Plan (PDP) which aware company's employees towards skills development. So a Personal Development Plan is needed which help out the employees in skills audit, because skill audit is necessary

  2. Cross-cultural business. Report for Westerners doing business in China.

    . . . . . . . . . . . . . . . 9 Reference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

  1. Business plan for Laundry Toaster laundry dryer.

    ? Focus on product development & innovation to continue to add value to core product offering. ? Well defined market positions held by most Malaysia manufacturers & retailers ? clear strategies ? Malaysia manufacturers typically focused on higher value sector which should recover faster in 2012 ? Well established, experienced

  2. Introduction to e-commerce. Benefits, risks and legislation.

    For eg- Now, anyone can shop and order online via mobile as well. It allows you to open browser from a mobile device. - Computers: Computers has the largest impact on ecommerce because when users want to shop online then they need a computer to view products.

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