Summary: Customer Service At Datatronics

Contrary to the situation at E-Z RP, there is no linkage of customer service representatives to development teams. For instance, CRSs are often the last to gain access about new information or new products. In terms of the organization of customer service, E-Z RP uses a specialized call center where customer service representatives deal with a single product. At Datatronics, the call center is centralized and CRSs deal with all products. E-Z RP uses the second tier support while Datatronics uses a minimal second-tier support. In terms of the training of CSRs, Datatronics only provides minimal on-the-job training while E-Z RP provides extensive training. Datatronics hires employees with basic customer service ability while E-Z RP recruits employees based on customer service skills, business knowledge, and communication ability. The performance metric at E-Z RP is the level of customer satisfaction, while the metric at Datatronics is the time on call or between calls. Although Matt does not intend to reproduce E-Z RP’s customer service system at Datatronics, these are the key issues that he ought to consider in making recommendations for changes at Datatronics.

Chen, I, J. and Popovich, K. (2003) Understanding customer relationship management (CRM). People, process and technology. Business process management journal, Vol. 9 No 5. Retrieved from http://cis.csuohio.edu/~ichen/CRM.pdf

According to the ideology of the company the customer is always in the center, the strategy to achieve the transformation will be focused 3 teams, the first team is the chief technology officer team (CTO) which can help to improve the network and develop new the services to be offered.

The first true CRM system was not launched until the early 2000s. Technology made it easier to adopt CRM systems, and these systems became a common sight in retail stores. The goal of these systems was to analyze customer data with techniques like pattern recognition and data mining. With this information, management staff members could make informed decisions about business strategics, marketing and purchasing

For most business owners, they would all be in agreement and say that the connection they have with their customers is very important to them because it decides if the business is going to be a great success, or if the business is going to take a nose-dive. As a result, of an increase in customer standards and financial difficulties most firms no matter how big they are, they are taking a second look and thinking about how technology can help them to develop healthier and stronger relationships, and how to capitalize on their business. The best way to handle this situation is to choose a good customer relationship management system this can help a business they can become more efficient while maximizing their productivity. However, CRM systems could only be used by enterprise organizations; that has all changed this system is now being used as an influential factor when determining how well an organization will do (Saab, 2011).

Datatronics is a leading organization which serves their customers with Enterprise resource planning integrated solutions. Matt, leading a small team of developers at E-Z RP for fully integrated CRM/ERP/service management suit for small and medium sized enterprises. Matt’s team was working actively for sales and customer group. EZ-RP was

As the IT department begins to plan for and implement a new customer relationship management (CRM) solution in the corporate office, there are several variables that must first be thoroughly examined. The IT department must address the needs of the office, as well as the legacy hardware and software currently in use. It is apparent that current IT infrastructure will not support the introduction of a new CRM application. The legacy hardware currently in use is outdated require replacement. When implementing a hardware replacement project the IT department will use five major variables of project management that relate to the hardware replacement

170)? Next, it is also a great tool to gather reports that are generated from customer service contact recordings and managerial call monitoring to identify trends, problems in training, and success in call handling. Most companies that use customer service as one of their vivable tools of business, offer the consumer an opportunity to express their feelings about the service they receive, these reports are also great tools to use when assessing possible areas of concern in providing customer service. Once all information is gathered and assessed, it is then time to address the issues and concerns that have been identified by management, employees and consumers. New business strategies derived from all information gathering methods described can be used in the implementation of training, coaching, development, and a pay for performance business strategy.

This project management plan entails the development of CRM software for use in improving business process. Customer relationship management (CRM) is defined by LaPlaca (2004,p.463) as the management of a relationship which is mutually beneficial from the perspective of the seller. The term

CRM is information industry that helps company to manage the relationship between customer and the organization. A company builds a customer database to know their customer better. This customer database describes relationship in sufficient details so that the organization, management and other related people can access the information easily. The company will understand more about customer’s

A company must be able to maintain significant control of CRM, even if the call center is not physically an integral part of the business. That is because the choices made by a company depend on, among other things, the quality of the relations with their customers. Therefore, teams who will then be reassured about the sustainability of their business and their structure will be able to consider themselves as stakeholders of the organization and bring their best to the organization.

Many software were used for the different purposes that might cause the gap on each departments’ communication and waste time and money (Tommy, T, 2014). In recent years, many CRM software adjust to an integrated CRM system which combines each department needs and integrates all the information together. The new principle of CRM is combining marketing, sales, orders and support. Illustrated in Figure 2.

Bata uses sales management and customer support in the CRM system to gather data about their customer and used to facilitate customer service transactions by making the information needed to resolve the issue or concern readily available to those dealing with the customers. This results in more satisfied customers, a more profitable business and more resources available to the support staff. Furthermore, CRM systems are a great help to the management in deciding on the future course of the company. (Andrew, 2011). In order for Bata to increase their profit they are trying to maximize their customer

The Customer Relationship Management (CRM) improved the customer relationship efficiency. In the past, customer information was decentralized and not shared among all the subsidiaries. This could lead to mistakes in sending invoice to the right customer. Today, this kind of risk is avoided, because all platforms share the whole customers’ information.

This case study that I am discussing is about my earlier company in India which was in the Telecom industry. Since there was an extremely stiff competition in the telecom industry, companies in the telecom business were adopting to new technological imperatives in order to outperform their competitors. Hence my company also chose to implement CRM solution which will connect all business users, stakeholders, inter-departmental executives so that all business processes are automated and the efficiency of operations is improved. CRM signified identifying the needs of the customers and stretching out ways and means to satisfy them. In this perspective CRM was not merely treated as a technology, it also had implications in the strategy formulation for the organization.