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CASE STUDY

Management Information System

BRIEF SUMMARY

There are three companies : e-courier,


cablecom, Bryan Cave.
E-courier makes use of business
intelligence to keep real time tabs on
customer information for maximum
customer satisfaction.
Ditched the idea of phone dispatchers
and instead gave their couriers GPS
enabled devices.
Started using software from SeeWhy for
its ability to report what's happening

Cablecom a swiss telecom company uses SPSSs


statistical software to mine customer data.
SPSS proved to be only 70% accurate.
So they used a new software SPSSs Dimensions
Survey Research to determine customer
dissatisfaction that usually began around the 9 th
month of service.
They created another survey for the 7 th month of
service.
Cablecom calls customers within 24 hours of
completing the survey.

Bryan Cave a global law firm has 800


lawyers in 15 offices worldwide.
They demanded alternatives to the
traditional hourly fee structure such as
fixed pricing and pricing that was
adjusted during a project.
The use of spreadsheets to analyse fees
and profits was confusing and
complicated to work with.
They introduced an easy-to-understand
interface using business intelligence

How does IT contribute to business


success of the companies ?

By upgrading the existing technology to meet


modern business requirements.
Eg. 1- eCouriers ditched the idea of phone
dispatchers in favour of handheld GPS enabled
devices. This enabled efficient tracking of the
couriers.
Eg. 2- Cablecom created a survey using SPSSs
Dimension Research Software for the 7 th month
of their service as customer dissatisfaction
according to data usually began around the 9 th
month of service.

Eg 3. Bryan Cave replaced their


traditional method to analyse fees and
profit using spreadsheet with an easy to
understand interface.
Helped lawyers to track budgets to make
adjustments quickly.
Also provided a method of customising
fees and helping clients better
understand what they get for their
money.

Other professions that could benefit from BI


technology like the Bryan Cave.

Chartered Accountants
Helps to maintain accounts and to make adjustments
quickly for their respective clients.
Also provides a method of customising fees and helping
clients better understand what they get for their money.
Medical Practioneers
Balancing resources needed for a patient with appropriate
medical expenses and efficient time management with
proper mix of doctors, nurses and attendants.

Alternative actions taken to retain


customers

Make offers like discounts, special


packages or benefits.
Make an app for quick access to
customer care (complaints,
troubleshooting) quick and easy online
purchases etc.
Opening company outlets in areas where
the market hasnt been explored (e.g.
rural areas)

Will you let customers leave


?

YES..
WHY ?????
Focus on the primary customers helps in
more efficient use of company resources.
Leads to more customer satisfaction of
VALUABLE CUSTOMERS.
Losing customers that are not valuable
on a long term basis may not harm the
company's business.

SWOT ANALYSIS
Strengths

Weaknesses

Well defined objective.


Keen foresight and
willingness to
take timely
action

Being dependent on
software they are vulnerable
to loss of data.
Lacks a human connection

Opportunities

Threats

A further improvement
Licensing of their softwares
to other firms

Other competitors
Prone to hackers

CONCLUSION

Technology is a trend that all companies


have to embrace especially companies
in the IT sector.
It is very important for companies to
learn to adapt to the change in
consumer needs.
Customer satisfaction should always be
top priority.
Objectives of companies should be to
build long term relationships with the
world.

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