Analysis and Recommendation - Case Study Example

Challenge/opportunity areas from the Case Study The challenge that could benefit from a technology solution is the sales support. In the first place, the sales support is selected because there is presently less or no use of technological developmental enhancements. As Joe would say, “If it aint broke don’t fix it.” This means that the absence of any technological development in the sales support of the company presents a needful reason why the department needs technology solution. Another reason that makes the sales support highly suitable for technological development is the fact that there are several technological projects that can be used to improvement the running of the sales support of any organization (Brigadier, 2003).

Some of these technological projects include the use of automated sales system, automated payment system and modern social relation management. Recommendations to improve the business 1. There should be a centralized information technology system that ensures that individual sales personals and stores do not keep different information. This recommendation would have to start with the networking of the information technology systems that exists in individual stores.2. In order to increase the trust of customers for the future sustainability of the company, customers need to be brought closer to the company.

It is therefore recommended that the company develops an effective customer relationship management plan that will be focused on the use of new media to attract existing and new customers closer to the company. 3. As SUH is about to change its sales trend and pattern from purchase to rentals, it is highly recommended that all staff on the sales support department be taken through a comprehensive in-service training that will bring the staff up to date with the new trend to take off. The absence of such a training process will affect the work output of staff for the new changes in a negative way because they will not be very much abreast with the new system.

Specific Technology Solution and its Functionality The technology solution that will be suggested for the improvement of customer relationship management in the company is the use of customer social network. This is a very simple but highly powerful technological tool and system that can be used to improvement the customer relationship that exists between a company and its customers. Sight must not be lost of the fact that customers are the lifeline to every company and that the survival of every company depends largely on customers.

For this reason, any programs that put customers first must highly be appreciated. Customer social network makes use of the new media and social networks to enhance the involvement of customers into the affairs of a company. The technicalities of customer social network is quite complex if used at the corporate level to generate growth and development unlike the normal daily use of social networks.How the solution would contribute to the business goals and address the challenge/opportunity.The present challenge is centered on the sales support.

Already, a centralized information technology system has been suggested for the company. With this suggestion instituted, the company would now have to think about increased sales as a long term goal. That is exactly where the customer social network comes in to contribute to the business goal of the company. Sight must not be lost of the fact that as part of the challenges of sales support of the company, customers are not very certain about the future of the company. If a drastic step such as the design of the customer social networking is not put in place, customer will end up quitting service with the company.

The customer social networking will therefore go a long way to solve the challenge of distrust among customers of SUH.