Case Study
Module 7 Case Study 2: Transforming customer service for BRANZ Ltd.
Abstract
Porter’s value chain describes a comprehensive format of creating value within any business venture. It explains how to alter business inputs into outputs that are of greater value than the initial cost of creating the same outputs. According to Michael Porter, analysing the chain of activities in any organization will be of more value to the output and services compared to the summation of the cost of these activities. This will eventually lead to gaining of marginal value for the commodity or service.
Initially, BRANZ Ltd used a form of technology, an application known as Projtrack, in an inconsistent manner by the employees. This application was administration oriented hence the organization was not able to keep track of the unified view of customers. As such, with the various channels they were using initially to get to the customers, they were throwing away potential clients as they were unable to detect the valuable customers.
On realising the losses they were incurring, they decided to implement a new application called Microsoft Dynamics. This is an off-the-shelf Customer Relationship Management system that is more customer oriented than administration oriented. The results were impressive as the organization was able to realise new opportunities as well as improve the sales while retaining valuable customers.
Business Intelligence systems are information systems that engage business intelligence tools to deliver information. Business intelligence is the information comprising of trends, patterns and relationships on customers, employees, suppliers and business partners. This useful information can be used anytime as it can be stored, hence it would be an indispensable tool for BRANZ Ltd to evaluate itself from time to time. This makes it easy for any organization to detect its shortcomings and make necessary adjustments sooner than later.
Module 8 Case Study 1: IS
Abstract
Porter’s value chain describes a comprehensive format of creating value within any business venture. It explains how to alter business inputs into outputs that are of greater value than the initial cost of creating the same outputs. According to Michael Porter, analysing the chain of activities in any organization will be of more value to the output and services compared to the summation of the cost of these activities. This will eventually lead to gaining of marginal value for the commodity or service.
Initially, BRANZ Ltd used a form of technology, an application known as Projtrack, in an inconsistent manner by the employees. This application was administration oriented hence the organization was not able to keep track of the unified view of customers. As such, with the various channels they were using initially to get to the customers, they were throwing away potential clients as they were unable to detect the valuable customers.
On realising the losses they were incurring, they decided to implement a new application called Microsoft Dynamics. This is an off-the-shelf Customer Relationship Management system that is more customer oriented than administration oriented. The results were impressive as the organization was able to realise new opportunities as well as improve the sales while retaining valuable customers.
Business Intelligence systems are information systems that engage business intelligence tools to deliver information. Business intelligence is the information comprising of trends, patterns and relationships on customers, employees, suppliers and business partners. This useful information can be used anytime as it can be stored, hence it would be an indispensable tool for BRANZ Ltd to evaluate itself from time to time. This makes it easy for any organization to detect its shortcomings and make necessary adjustments sooner than later.
Module 8 Case Study 1: IS