Terra Firma Company has continually been dependent on information technology to carry out its business operation. The information system being used by the company has however continually a number of disruptions and network crash regarding the system inefficiencies and failure. The Company seeks to undertake further investments on information technology to ensure smooth company operation through incorporation of new information systems. The transition from the old to new information system includes the incorporation of Customer Relationship Management and Remote Permanent Technical Support systems. The transition plan outlines steps of implementation, strategy identification and establishment of a time line for the relevant tasks and responsibilities.
Configuration Baseline
The new information system to be implemented needs to be put in place alongside the incorporation of a number of specifications to enable smooth roll out and general success of the system. Terra Firma Company would basically put to task there in house functionalities and technical support as a key user for management of customer relationship and even outsourcing the tasks to third party expertise. The system enhances expertise in management of Terra Firma operation’s relationships with their customers. The systems functionality usage further provides for customer relations licensing and widely increases servers and data storage capacity (Newell and Godin, 2003).
More to customer relationship management software, Remote Permanent Technical Support system requires the provision of a reliable tracking system that is universal. The tracking system not only seeks to support a particular region but all regions that have been ventured by the company and even those which would be ventured in the future. The company will also acquire a user licenses for issue tracking system, middleware and related software to enable the company operate with within legal terms. More so, the system must be operated by technical support experts in the organization. The company will also offer training to its employees with regards to the new system methodology and maintenance (Singapore Management University, 2011).
New Library Information
For successful Company transition to the new system, new information needs to be availed to enable users and system participants to overcome obstacle that may prevent system efficiency and success. Users of Customer relations management software need to be well trained since the system is cumbersome and difficult to understand considering that the system incorporates large and complex data. Senior management of the system is paramount to enable overseeing of smooth operation and compatibility with specifications of company and user requirements. More so, a simple user interface is also put in place to enhance user efficiency and easy navigation to the respective tools.
Additional information includes breadcrumb trail which offers users path ways at the of the systems page. The user path way enables the users to return to previous points where they started for fresh navigation. Users often find themselves lost and confused due to complexity and cumbersomeness of the system. The information therefore needs tool to realign them back to the required paths of the system. Search engines that are readily available are also provided to enable quick and efficient access by system user (Peel and Gancar, 2002).
The data centre would also additionally incorporate new information concerning Remote Permanent Technical Support which would operate on a twenty four hour basis all through the week. This would enable timely solution to all problems pertaining to the new system, networks and personal computers. The new information system’s tracking tool and system would also provide increased service efficiency as opposed to the old system. The data centre contains history information for problems that frequently occur and even those that permanent with regards to system compatibility.
Current System Improvement
However, incase of an unsuccessful rollout of the two system services, the company would undertake to improve to the current service management process. Improvement of the old system seeks to ensure that business operations of Terra Firma are not unduly affected. Irrespective of whether the Customer Relations Management and the Remote Permanent Technical Support systems are successful, continued smooth operation of the firm is paramount. The time used at the different sales processes should be reduced through strict timelines attached to specific employee tasks and responsibilities. The human manual processes of managing customers and providing support services may be improved through enforcement of strict requirements and targets among the work force. In relation to manual workforce limitation, the company may automate sales process increase workflow efficiency in case of unsuccessful roll out of the news system.
Terra Firm also needs to improve it marketing potentials through training and hiring of new marketers who will identify potential clients and persuade the target market in general. Skilled and efficient marketers would go a long way in improving the new system in case the Customer Relationship Management system is not successful implemented. Marketers and customer relations employees may also be encouraged to creating and scheduling client appointments for improved efficiency. Moreover, customer relations employees are monitored and guided to increase their ability to assign, create, and manage customer requests and complaints. The employees should also be able to indentify loyal customers and reward them through bonus and discount schemes. Rewarding customers will go a long way in retaining existing customers and attracting new and potential customers.
Technical support on the other hand would not be highly necessary since the old system is not complex and cumbersome as compared to new system. However, the current Terra Firm’s management process needs to give proper attention to their customer’s complaints and needs through prioritization. Employees need to prioritize between high value employees and timely response requirements irrespective of customer demands. Employees also seek to put in place more efficient communication networks where customers can easily and more efficiently communicate matters at hand. Customers help desk and communication tools such as chat may be incorporated into customer communication strategies to improve the efficiency with which they are attended to.
More so, detailed reports and notifications are generated and updated with every customer response and needs. This is in a bid to facilitate customer satisfaction levels and quality of services alongside workload provided by customer support employees. The reports and notifications will be highly efficient in giving a control platform for senior customer relations managers where they can enforce revaluation measures to non performing employees. Employee performance in customer relations constitutes customer relations efficiency levels which would therefore render efficiency of the current information system at the senior manager’s discretion.
References
Newell, F. and Godin, S. 2003. Why CRM Doesn’t Work: How to Win By Letting Customers Manage the Relationships. John Wiley and Sons.
Peel, J. and Gancar, M. CRM: 2002. Redefining Customer Relationships Management. Digital Press.
Singapore Management University. 2011. Terra Firma Medical Systems. SMU.
