Valentino’s is a dating agency which has established a name in the industry since 1976 with over 8 million customers subscribing to its service. Valentino’s key strength in the business has been its personnel who are providing high standards of customer care and its large database of members that encourage higher chances of finding a partner.
Valentino’s management team is currently concerned about its current market share and profitability. They are also concerned that the current technology may be obsolete and indirectly affects the business.
It is assumed that currently membership application and questionnaires are filled up manually. The completed application is mailed to Valentino’s and it takes 3 working days to process. It is also assumed that Valentino’s has a team of Data Entry personnel to manage membership applications. Once the data is available on the System, Service Desk agents will be able to support users for any change on their application forms directly to the system. The Service Desk Agents are also supporting Clients for any advice on the matches done by the system. These Service Desk Agents are under the Operations team. It is assumed that Valentino’s does not have a computerized accounting