Case Study
1. How do Information Technologies contribute to the business success of the companies depicted in the case? Provide an example from each company explaining how the technology implemented led to improved performance.
Information technologies have contributed to the business success for the companies depicted in many different ways. One of the methods was through the introduction of new hardware that would add to the communication networks of the company. Another method would be the introduction of Business Intelligence tools and software that would enhance the efficiency of the company. The three examples below explain how each of these companies has implemented technology that has led to improved performance. eCourier – In the case of eCourier, the providence of GPS-enabled handhelds has enabled couriers be tracked and orders to be communicated electronically. Also, an emphasis was on making online booking easy and rewarding through the heavy investment in user-friendly applications. As such, customers can track online exactly where their courier is, offering the customers an ease of mind.
This change of process has led to an increase in communication networks within the company and between customers. Due to the increase of information available to customers, and the ease of accessing that information, it has led to an increase in performance through customer satisfaction.
Cablecom - Through the implementation of SPSS’s statistical software, Cablecom was able to mine for customer’s data, and flag when a customer was at a high risk of leaving. This provided the company with crucial information about a potential loss of revenue due to a leaving customer. However, as the information was only 70% accurate, SPSS’s Dimension survey research software was introduced. Through the information obtained from the surveys, it was determined customer dissatisfaction usually begins around the ninth month of service, with the bulk of the customer losses occurring between
Information technologies have contributed to the business success for the companies depicted in many different ways. One of the methods was through the introduction of new hardware that would add to the communication networks of the company. Another method would be the introduction of Business Intelligence tools and software that would enhance the efficiency of the company. The three examples below explain how each of these companies has implemented technology that has led to improved performance. eCourier – In the case of eCourier, the providence of GPS-enabled handhelds has enabled couriers be tracked and orders to be communicated electronically. Also, an emphasis was on making online booking easy and rewarding through the heavy investment in user-friendly applications. As such, customers can track online exactly where their courier is, offering the customers an ease of mind.
This change of process has led to an increase in communication networks within the company and between customers. Due to the increase of information available to customers, and the ease of accessing that information, it has led to an increase in performance through customer satisfaction.
Cablecom - Through the implementation of SPSS’s statistical software, Cablecom was able to mine for customer’s data, and flag when a customer was at a high risk of leaving. This provided the company with crucial information about a potential loss of revenue due to a leaving customer. However, as the information was only 70% accurate, SPSS’s Dimension survey research software was introduced. Through the information obtained from the surveys, it was determined customer dissatisfaction usually begins around the ninth month of service, with the bulk of the customer losses occurring between