From Instructor….minimum 300 words Before participating in
From Instructor….minimum 300 words Before participating in the Week 1 Discussion, Everyone shouldwatch the short video What is an Information System? This will helpdevelop a common understanding of information systems. As mentioned in this week’s reading, Introduction to Information Systems(Week 1 Content), understanding how businesses use information technologyeffectively is a critical skill in today’s business world. Often aposition is established for the role of a business analyst, which may resideeither within a functional department or the Information Technology (IT)department. Throughout this course, you will be approaching a Case Studyand series of staged assignments from the role of a Business Analyst in the ITDepartment. Think of the business analyst role as the liaison between afunctional department and IT who helps analyze business processes, gatherrequirements from key stakeholders, and identify technology solutions tobenefit the business. Aligning technology solutions or informationsystems to help the organization achieve its business strategy is an importantpart of maximizing the investment in IT. To help you understand this role and the importance of informationsystems, this week’s discussion focuses on analyzing how a business uses aninformation system for STRATEGIC purposes. Each member of Group 1 should dosome research, or draw from his or her own experience, and tell us about acompany that used an information system for STRATEGICpurposes. Please be sure to tell us what the strategy was that they wereworking toward. There are many examples in the Course Content reading,but our discussion will be much richer if you select something that is notcovered there. Be sure you’re not just discussing their business strategy butalso including the use of information systems to enable that strategy.Searching on a company’s mission and strategic goals can help you align thepieces. To sum up, every post (initial post or reply) should be supported byrelevant information rather than simply express an opinion. Prove yourpoint by a) citing external research, b) citing readings from the classcontent, or c) providing detailed examples of personal experiences thatare relevant and support your position on the topic. Be sure to read theinstructions and the grading rubric for classroom discussions and participationthat is posted at the top of the Weekly Discussions forum. These instructionsremain visible throughout the 8 weeks.Students responsible for replying: Replied to a minimum of three classmates’ postings by Sundaymidnight Eastern Time with substantive relevant postings, adding value to thediscussion, incorporating relevant research correctly, and demonstratingstudent’s understanding of the concepts.Reply to thisSwingle is a company that focuses on creating the best outdoorexperiences year around. Their primary duties consist of lawn care,pesticide and herbicide applications for both trees and lawns, as wellas arbor care. The foundation for how they see their company and whattheir expectations are for the employees and customer retention is toppriority at Swingle. While the income is coming from the manual laborperformed by the field technicians, the office staff completes workbehind the scenes to help the company work efficiently. In order to keepup with the expanding company, Swingle used a program called Evergreen.Evergreen was a way to categorize customers from geographical regionsin the area as well as unique services each customer was to receive thatyear. As a representative for that company using the softwareEvergreen, the product allowed for seamless transitions of customerrelations in all fields of operation. The biggest advantages to usingthe software include; tracking existing services as well as up-sellingnew services and the ease of changing services, the simplicity oftracking down a sales representative, and communicating with otheremployees.The software application allowed for each customer to have their owncustomer number and a unique page. If a customer called an employee oran employee called an existing customer they could retrieve theirinformation from imputing the customer’s specific identification number.The upgrade to the Evergreen software was a positive noticeable changefrom the start. On each customer page consisted of all currentapplications they had scheduled as well as the ability to create or addnew services depending on customer preferences. At the ease of a click,customer care representatives, or CCRs, were able to treat each customeras an individual and create a relationship with that customer. Theyachieved this because they were able to talk about the services thatexisted rather than arbitrarily trying to sell a product. Swingle newthat if the customer was a happy existing customer, the CCR would havean easier time up-selling that customer on another service by firstbeing personable. If the CCR could engage in a conversation regarding anexisting service that was done, or a service being done in the future,the likelihood of driving that conversation towards up-selling would bean easy direction to go. Evergreen was the foundation of how that salecould be done so seamlessly. On the contrary, If the customer was nolonger interested in services at Swingle, a simple click on the cancelbutton would cancel all services tied with that account. The CCRs wouldthen send out an “SOS” which stood for “Save Our Sale” to the Arboristin that region to reach out to the existing customer. While the actioncould come across as redundant for the customer, the hope is that if theCCR could not save the sale, maybe the arborist who has met with thecustomer personally would have a better chance of changing their mind.Evergreen would not let you call another customer until the SOS was sentto the representative or the department manager.After the sale was completed the next step was contacting theregional certified arborist. The software application made thatincredibly easy to do so. At the top right corner of the screen was therep for the given area. The CCRs were able to put the customer on hold,call the sales rep who would finalize the sale, and return the call backto the customer in a matter of minutes to verify or answer anyadditional questions the customer might have. This application allowedfor a fast and responsive attitude that had a high report of excellencefrom customers and employees alike. Between recorded phone numbers,company email addresses, and instant messaging, the ease of contactingthe rep to finalize the sale was handled smoothly thanks to the softwareapplication Evergreen. The application created a database of every employee within thecompany at all of the existing branches. Automatically generated emailsupon hire, phone numbers (both cell phones and office landlines), andinstant messaging between office staff created an environment of awell-oiled machine. Evergreen was able to track and alert emailresponses and instant messaging to create efficiency in technologicalconversation. At the start of every day and at 12pm every day, an alertwould come on to remind everyone to check their email. Typically, it wasdone routinely by most employees since the function was one of the tabsat the top of the screen. But it was just another way the applicationwas helping run the company behind the scenes.Overall, what Swingle was doing is not something unheard of and it isnot groundbreaking. Hundreds of companies use this model to keep theemployee-customer relationship strong, it just usually consists ofhaving a different name for the software. However, when Swingle boughtthe Evergreen software it created a noticeable strategic upgrade in theday-to-day functions that kept Swingle prominent up until they werebought out by SavATree in late 2016.
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