Table of Contents
Background information about the company.
Customer Relationship Management and Monitoring Management System..
There has been a considerable technological advancement in the recent years. This technology has become an inseparable part of the human life presently. The technological advancement has well connected the world today, with the help of which person residing in one corner of the earth can be in touch with others across the globe. The rapid globalization and technological advancement has changed the dynamics of the business market significantly and has also making the business environment highly the competitive. To survive this competition and be market leader it is essential for all companies to incorporate this technological aspect into their business and operations. These technological solutions are of great benefit to the companies as they provide cost benefit to the companies, saves the unnecessary time and expenditure of the company, along with giving the most innovative solutions. Thus, the demand for such information technology solutions which cater to all client needs have increased considerably over the period of time. Many companies providing such It solutions are leveraging on this demand, and are designing new applications and software systems and other services for its other non IT clients. This report is based on Cyclone IT company and outlines the technological and business process requirements for implementing Customer Relationship Management (CRM) and Monitoring Management System (MMS) applications.
Cyclone IT is company providing such IT solutions and is based in Australia. Currently, this company caters to a number of organizations that do not have an internal IT system, by providing them with complete IT solutions like giving services like IT infrastructure management, management of premise equipment, meeting the SAAS (software as a service) requirements of the company and providing other software related solutions. Most of the customer based of this company includes the nonprofit organizations, sporting industries, and organizations working for elderly care. This company has recently experience a growth in they managed services segment, the demand for which is also rising. To cater, to these demand the company aims to implement more automated customer relationship management (CRM), and monitoring and management system (MMS).
CRM or customer relationship management (CRM) is a data-driven software solution that improves the interaction and business relations of a company with its customers. Currently the CRM systems provided by the company helps its various clients in managing and maintaining customer relationships, tracking sales leads, marketing, and pipeline database management, and provide an actionable data (Ardyan and Sugiyarti 2018). Monitoring and management system (MMS) is a network management software which is designed to enable the managed IT service providers (MSPs) proactively monitor client endpoints, networks and computers. These two system softwares can be used remotely by these service providers, thus at times is referred to as remote management and monitoring systems. The CRM and the MMS are the two most strategic and modern tools used by most of the organizations today. Currently, MMs at Cyclone IT provides service like installing software and managing all activities on the systems/network, workstations, servers or endpoints of a client. This system gathers client information and supplies reports and data about the clients and their network. This system is also used to maintain the client’s systems and keeping them up to date.
Cyclone IT solutions is aiming to undertake a new project of developing automated CRM and MMS systems to meet the rising demands. The project will be undertaken under the five phase’s project management and these phases are conception and initiation, planning, execution, performance/monitoring, and project closure (Heagney 2016). For this project, the company has conceptualized and initiated the development of new automated systems of CRM and MMS with the names Connectwise as the CRM system and Labtech as the MMS systems.
The company has planned that for designing and developing two new systems, firstly the current customer database is required to be imported to both the applications. This customer data is very essential for the company, and the new system will be developed to enhance the features of this customer base.
These two new systems solutions will be created such that they enable the company Cyclone It and its various customers raise IT issues with the IT department being designated at the customer site. The current system of CRM does not have this unique feature. These issues can be tracked from the same site IT environment as well. The present MMS system does not have a system that helps the Cyclone IT employees to remotely maintain the client’s IT systems. The new system of Labtech that is the MMS system, will have this system, and will allow the Cyclone IT employees to have operate remotely and have access to client’s systems at customer site. This system will comprise of installing software and managing all activities on the systems/network, workstations, servers or endpoints of a client, from a remote location. These two systems will also have a feature of keeping a track on the customer who have started using the systems and all such details will be available in the Connectwise and Labtech systems.
Once the planning phase is completed for planning the actual product and its features, the next phase of project management is execution. This stage involves executing the plans and processes for developing the new systems Connectwise and Labtech. During this phase, the executing team will have discussions with the vendors regarding price quotes, raw material supply, installation time, contracts etc. (Kerzner 2017) This phase also includes the pilot testing of the new systems. After the system is developed, pilot testing is carried out to asses and evaluate the performance of the system. For this purpose, the product is tested first only among a small number of clients. For the pilot testing of Connectwise and Labtech, only five clients will be on boarded (Ruxandra 2017). These five clients will be try the new of CRM and MMS.
During this phase the staff will also test managing and monitoring the computer systems of their clients from remote location. The performance is monitored and the necessary changes are made to the processes to give the best result. Once the product is found to perform optimally, it can be processed for in larger batches. The single batch size of these two new systems have been planned to be of about 50-55 clients. After determining the batch size and initiating the production of product it is necessary to provide adequate training to all the employees. The systems will also have the feature of providing high security to its clients, administrative staff and trainers. For monitoring and tracking the performance of the system, the company will incorporate a feature giving online access to the employees to track the progress of tickets.
The following 5-step plan should be followed during the implementation of the 2 new systems: Connectwise and Labtech. The organization’s budget committee will be required to carefully analyze the plan and effectively form a tentative budget which will then be discussed before the final decision is taken. The committee should take a total of 5 working days for performing the analysis and preparing the budget after which, the plan will be implemented immediately upon approval. The 5 phase plan (initiation phase, planning phase, execution phase, monitoring phase and project closure phase) should be completed in a total of 20 working days according to this implementation plan. Upon completion, the results and improvements should be further evaluated and the future plan should be developed on the basis of the observations.
Ardyan, E. and Sugiyarti, G. 2018. The influence of e-CRM capability and co-information sharing activity on product competitiveness and marketing performance of small and medium-sized enterprises. International Journal of Electronic Customer Relationship Management, vol. 11 no. 2, pp. 78-82.
Heagney, J. 2016. Fundamentals of project management. New York: Amacom
Kerzner, H. 2017. Project management: a systems approach to planning, scheduling, and controlling. New Jersey: Wiley Publications
Ruxandra, C. 2017 Method of Project Management for Planning and Launching a New Product. International Journal of Economics and Management Systems, vol.2, pp. 138-143.
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