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Enhanced CRM System for Improved Efficiency and Profit Maximization

Implementing a senior staff owned Customer Relationship Management system to cater to rising subscription rates and gather customer data through set-top boxes and phone calls, enhancing efficiency and boosting profits. Conducted feasibility study, addressing technical, legal, organizational, social, and economic aspects for seamless integration. The system allows for clean database cutover, data privacy policies, organizational structure stability, increased communication, and better customer service.

ralph-alvarez
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Enhanced CRM System for Improved Efficiency and Profit Maximization

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  1. GROUP 1 AroraShweta | BetbezePaul- Hadrien | Dong Naichang | PapoutsiChrysanthi | ZebShafiqa

  2. ROOT DEFINITION • A senior staff owned system (CRM) to respond to growing subscription rates and collect customer data by means of a set-top box and phone calls, in order to improve efficiency and increase profit. Group 1

  3. RICH PICTURE Sales staff 3 Group 1

  4. USE CASE DIAGRAM -1/2 Group 1

  5. USE CASE DIAGRAM -2/2 Group 1

  6. FEASABILITY STUDY – 1/2 • TECHNICAL: • Cut-over plan shows how to get one clean database • Set-top box allows to display any information on TV • Remote allows full and simple interaction • LEGAL: • Establish new policies for data privacy • Secure data by encryption methods • ORGANIZATIONAL: • No real change to the organizational structure • One issue: decision process involves Sales and Mkting Group 1

  7. FEASABILITY STUDY -2/2 • SOCIAL: • Project fosters renewed communication • Improves efficiency of various deptt fast approval • New CRM will show latest products to every BU • Set-top box reduces calls  No lagging BU • ECONOMIC: • Creation of clean database  better customer targeting • No extra cost: customers already own a set-top box • Will increase call-centre efficiency • Competitive advantage for cross and up-selling packages • Better customer service Group 1

  8. MOCK UP Group 1

  9. CONCLUSIONS Group 1

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