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Strategic Implementation of Shared Customer Service Center

   

Added on  2019-09-23

11 Pages2159 Words219 ViewsType: 219
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CASE STUDY : BUILDING SHARED SERVICES AT RR COMMUNICATIONSSTUDENT’S NAMESTUDENT’S COLLEGE
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ContentsSynopsis...........................................................................................................................................2Key Issues........................................................................................................................................3Discussion Questions.......................................................................................................................4List the advantages of a single customer service center for RR Communications......................4Devise an implementation strategy that would guarantee the support of the divisional presidents for the shared customer service center........................................................................6Is it possible to achieve an enterprise vision with a decentralized IT function?..........................9What business and IT problems can be caused by lack of common information and enterprise IM strategy?.................................................................................................................................9What governance mechanisms need to be put in place to ensure common customer data and a shared customer service center? What metrics might be useful?..............................................10Bibliography..................................................................................................................................11
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SynopsisThe case study of RR Communications refers to the decision of the Vice President of the ITDepartment of the company. It speaks about the past situations of the company which led to thepresent IT structure of the company; from divisional level to endorsement of enterprisearchitecture - all the software and hardware of the company now being based on standardizedplatform fighting the conflicts presented by pre-existing IT heads, leading to unification as wellas consolidation along with focus on enterprise. The Vice President has now the task of pursuingthe division heads to merge customer database for creating a shared customer service center.This case describes a classic example of an organization which is heavily decentralized intodistinct lines of business – each with its own IT group – suddenly recognizing the need for aflexible and responsive IT function, a common view of the customer and the elimination ofredundant systemsKey IssuesRR is in trouble with telecommunications regulators and with its software vendorsbecause it can’t provide the integrated information about the company’s activities towhich they are legally entitled. The lack of integration, common systems, andstandardized information is seriously contributing to the company’s complianceproblems.Theenterprisegoal is to be able to introduce new products more quickly and have aflexible and responsive IT organization. This is extremely difficult to accomplish with themultiple systems and technologies used in each business unit.
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Common IT infrastructure supports several business goals: consistent branding and asingle call center for improved customer support and cross-selling. However, businessleaders do not always see this. Roman takes Patton’s plan “on faith”.RR has divisional data and divisional data bases, which are inhibiting many things thatthe CEO wants to do, such as deliver one integrated bill to RR’s customers. It alsoinhibits the company’s ability to respond to its regulators and vendors.RR illustrates the necessity of a close working relationship between the business and ITin order to deliver on a business’ strategy and how many elements in the business caninhibit an organization’s ability to deliver effective IT strategy and value.It shows the role that IT can play in ensuring thatIT as a wholecan deliver value totheenterprise as a whole, as opposed to business unit specific projects and the importanceof IT’s horizontal role of seeing across the organization to deliver value.Discussion QuestionsList the advantages of a single customer service center for RR Communications.It would provide an improved customer experience where there will be only one numberto call for any RR product or any other kind of services. This will lessen the difficulty onthe part of the customer while getting any assistance from the customer care services ofthe organization. If the customer service and information centers can work together, itwould provide a very good approach to reduce risk and would set a standard frameworkthat would ensure safety and reliability of information.
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