Case Study Report: An Online Platform to Increase Business

This case study report explores the potential benefits of implementing an online platform to expand a small business. It examines the hardware and software requirements, including cloud computing solutions, and analyzes the advantages of business intelligence, customer relationship management (CRM), and social media marketing. The report provides a comprehensive overview of the key considerations for Dr. Rikki Wagner, the business owner, to make informed decisions about adopting these technologies for growth and success.

Research Activities
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Contents
Task 1..............................................................................................................................................4
Personal Research Journal...........................................................................................................4
Task 2:...........................................................................................................................................10
Case Study Report.......................................................................................................................10
Executive summary:....................................................................................................................11
Introduction:................................................................................................................................12
Section 1........................................................................................................................................13
1. What type of hardware and software, including networking infrastructure and/or
a combination of cloud services, should the business acquire and/or procure to expand
their capabilities to meet their new e-business initiative?................................................13
Computer hardware proposal.............................................................................................13
Computer software proposal...............................................................................................15
1.3 Include a diagram of the proposed hardware, software and network infrastructure;
or the proposed cloud solution architecture; to help Dr. Wagner visualize what you are
recommending..........................................................................................................................16
The architecture of cloud solution..........................................................................................16
Section 2........................................................................................................................................18
2. What would be the benefits to the business of using business intelligence?................18
Business intelligence.................................................................................................................18
Business intelligence tools........................................................................................................22
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Section 3........................................................................................................................................23
3. What would be the benefits to Dr. Rikki Wagner of implementing a customer
relationship management system?..........................................................................................23
3.1 How could the business support its customer-facing day-to-day operations through
the use of an operational customer relationship management system for marketing?
Justify your answer..............................................................................................................23
3.2 How could the business support its customer-facing day-to-day operations through
the use of an operational customer relationship management system for sales? Justify
your answer...........................................................................................................................24
3.3 How could the business support its customer-facing day-to-day operations through
the use of an operational customer relationship management system for customer
service?..................................................................................................................................25
3.4 In what different ways could Dr. Rikki Wagner use metrics from the business's
customer relationship management systems to track and monitor performance for
sales, service, and marketing. Justify your answer...........................................................25
Section 4........................................................................................................................................27
4. What issues should the business be aware of when embarking on a social media
presence?...................................................................................................................................27
4.1 Outline of Dr. Rikki Wagner why the business should also be considering using
Social Media as an avenue for communicating with their customers and promoting
their brand............................................................................................................................27
4.2 Review and critique, including providing screen captures the social media
presences of three (3) other businesses that sell similar products to Dr. Rikki
Wagner’s...............................................................................................................................28
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4.3 How should the business manage their social media presence? Develop a draft
Social Media Policy for the business that they can implement if they were to embark on
a social media strategy.........................................................................................................30
Conclusion....................................................................................................................................31
References.....................................................................................................................................32
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Task 1
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Task 2:
Case Study Report
An online platform to increase business
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Executive summary:
The context contains the information about the proposal made for computer hardware and
software by the firm for that we had seen various cloud computing platforms and cloud
computing software solutions which can be used by the firm having up to ten staff. We had also
analyzed the tools of business intelligence which could be helpful for decision-making tool. The
context had also discussed how the business supports its customer-facing day to day operations
using the help of customer relationship management and discuss the effect of social media on the
current market.
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Introduction:
The internet penetration around the world has increased, this gives the SME's a new platform for
the growth. The price of the business software has reduced around the world due to advancing in
computing technique. Many of the SME's have taken advantage of this opportunity and add a
new platform for the growth. In this context there is a discussion on the hardware, networking
infrastructure and software which an SME's could propose for the growth of the firm. It also
discusses the benefit of business intelligence system for the firm also discusses the customer
relationship management and effect of social media on the growth of the firm.
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Section 1
1. What type of hardware and software, including networking infrastructure and/or a
combination of cloud services, should the business acquire and/or procure to expand
their capabilities to meet their new e-business initiative?
Hardware, software and networking infrastructure
1.1 Develop a computer hardware proposal (including the printer(s)) to allow the
business to provide up to ten (10) staff with computer access, including current
Australian prices for the equipment. If you decide on a cloud-based infrastructure
solution, develop the proposal to enable cloud services for infrastructure for server
and data storage requirements, e.g. Amazon EC2 or Microsoft Azure.
Computer hardware proposal
To engage in the online platform to expand the business the operators have to request for the
proposal for computer hardware. There were many Cloud computing platforms in the market
which enable the operator to use the online platform for their business like Microsoft Azure,
Google cloud platform, Amazon EC2, Vultr, Kamatera etc. The computer hardware posses'
different configuration which affects the working speed of the software, since in this context
cloud computing is used for the infrastructure, services, and storage of data (Chung, et. al.,
2014).
Science in this context there is a discussion of SME's with only up to 10 staff members the
system configuration is kept low. The pricing of the cloud computing depends on various
services required by the firm (Kaur and Kaur, 2014). The various products in Microsoft Azure
are
 App services
 Virtual machines
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 Azure SQL Database
 Blob storage
 Azure container services
 Computing functions
Microsoft Azure: Microsoft Azure is a cloud provider company. The company provides services
for computing, storage services, mobile services, messaging, data management and media
services. The company provides two operational models for the cloud services these are Azure
resource manager and classic model (Kaur and Kaur, 2014). The azure resource manager helps
the consumers to create the group of related services so that they can manage, monitor and
deploy resources according to the need and the classic model helps the customer to manage all
resources individually.
The various products in Microsoft Azure are
 App services: App services are used to make cloud app for both mobile and web. Its
starting price is $0.017 per hour. The company is providing this service for free for
twelve months
 Virtual machines: virtual machines provide Linux VM and provision window for the
customers. Its starting price is $0.01 per hour and it is also free for one year.
 Azure SQL Database: it is used to manage the structured query language database. Its
starting price is $0.026 per hour. The company is providing 250 GB data free for first
twelve months.
 Blob storage: it is helpful for object storage of REST for all the unorganized data. The
price starts from $0.003 per GB and the company is also providing 5GB data free for one
year.
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 Azure container services: it is used for management, operations, and development of
kubernetes. The customer has to pay at least $0.01 for every hour; the company provides
these services for free for twelve months (Chung, et. al., 2014).
 Computing functions: It is used for processing the event. The company provides this
service for $0.255 per million executions and also provides one million requests free for
every month for lifetime.
1.2 Develop a computer software proposal, including both system and application software,
to support the proposed computer hardware proposal, including Australian prices for the
software. If you decide on a cloud-based software solution, develop the proposal to enable
cloud services for software for e-commerce solutions, e.g. Microsoft Dynamics e-commerce
or BigCommerce. Justify why your proposal is necessary for the business.
Computer software proposal
For various operation perform on the hardware require proper software configuration, the
software could be of any type of accounting, managing, recording data etc. The software
requirement could differ on the type of business the firm is dealing with. There were many
cloud-based software solution companies present in the market like Amazon web services,
Adobe, IBM cloud, VMware, Rackspace, Microsoft Azure, Google cloud platform etc. these
companies are globally recognized for providing the cloud-based software solution (Dougherty,
et. al., 2011).
IBM: IBM is a technology company mainly deals in computer hardware, computer software,
middleware (Udoh-Ilomechine and Idiegbeyan-Ose, 2011). The IBM has played a major role in
the research as it holds the maximum number of US patent ranging from PC, the UPC barcode,
relational database, floppy disk, magnetic strip card, hard disk, SQL programming language,
DRAM etc.
IBM cloud is one of among these companies the IBM provides various software services like for
computing. It provides bare metal servers and virtual servers, for container as it provides
container registry and container in Kubernetes clusters for application service. It provides
message hub, rabbitmq, redis, Watson data kit, WebSphere application service, workload
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scheduler for data analysis it provides compose enterprise, compose for etc, compose for Janus
Graph etc. (Lee, 2012).
1.3 Include a diagram of the proposed hardware, software and network infrastructure; or
the proposed cloud solution architecture; to help Dr. Wagner visualize what you are
recommending.
The architecture of cloud solution
Figure 1 Architecture of cloud solution
(Source: Microsoft developer)
The architecture of cloud computing defines the interconnectivity of the entire component used
in the cloud computing. Science to perform the proper function cloud computing also involves
various component like storage, mobile, storage, database, and internet, it also involves thin
client and fat client.
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In this cloud solution web requests were generated from the load test for web rolling. In the
initial phase the traffic is handled by the web role and it includes the useful message in the queue
(Kaur and Kaur, 2014). The message is picked up from storage queue by the worker role and
kept it in the sequence for accessing. When a message is received by worker role, it also requires
other information from the server. The user can also trace the whole process to access the current
information about the progress of services.
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Section 2
2. What would be the benefits to the business of using business intelligence?
Business intelligence
2.1 How could the business use business intelligence? Outline for Dr. Rikki Wagner how
business intelligence can assist the business decision making.
Business intelligence is a process of analyzing the data and uses it for managing the firm
business, decision making, budget making etc. by the higher official of that firm. Data collection
is one of the necessary parts in keeping the record. Using the cloud computing this data is
efficiently analyzed and record (Turab, et. al., 2013). The change in the data shows the variation
in sales of that firm and by analyzing the change in the data the working condition of the firm is
computed by the higher official. We use a graphical representation for better analyzing of data
graph is easier to read in comparison to random data.
Business intelligence can assist business decision by:
 We can manage the assets and liabilities using business intelligence.
 Budget allocation become easier after analyzing data
 Cash flow could be control using business intelligence.
Business intelligence is for selecting the rich resources so that any organization can achieve their
goal easily. Achieving the business goal is not that easy for this one has to do proper planning, an
organization has to make strategic decisions how they can get interacted with the customers and
made a strong bond with them so that they may trust the organization. For making a strategic
decision one should know about the taste and preferences likes and dislikes of their customers.
Following are some strategies which can be helpful in taking a good decision for the
organization:
 Develop business efficiency: Any organization can promote their businesses on various
sites for promoting their business it is okay but it is very important to know the views,
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feedback of the customer what are the issues they are facing how it can be resolved what
are the changes they want in the organization so an organization can grow for doing all
those things the business intelligence team is there to handle those issues so that they can
get the flaws out (Al-kahtani, 2016).
 Fundamental documents can easily access: Business intelligence is very helpful in
providing the necessary in formations to the organization so that they can easily foster
their services and making good decisions so that they can motivate their employees for
achieving the goal.
 Decision making with full information: business intelligence makes reports about the
company accurate reports. The accurate reports are helpful because they give the idea that
what was the company's performance in past and now how it gets developed what are the
changes done and what is remaining. It is also helpful because it told to the workforce
about the past feedbacks which are still not recoverable, it tells about the behavior of the
customer, what are needs of the customers and a company can only grow if they are
promoting their brand on social networking sites which is beneficial for business
intelligence process team.
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2.2 How could the business use data mining to gain a competitive advantage? What type of
data mining would best suit the current business' s analysis needs? Why? Data
mining
Data mining is the process of analyzing a large amount of pre-existing data for decision making.
All the SME's and large firm kept the record of all the data for inspecting the performance of the
firm from time to time. Data mining is used by the firm for analyzing the change in the data and
depicts the useful conclusion out of the data. The information obtained from the data mining is
 Market trend: highlights of the market trend could be obtained from the data mining.
 Detecting fraud: fraud could be detected from the data mining.
 Target marketing: from analyzing the data we obtain information about the firm major
customer. This information is useful for target marketing.
 Source of inventory: inventory selection could be done by data mining.
 Cost estimating: the cost of products and services could be estimated using data mining
(Padhy, et. al., 2012).
 Data mining is very helpful in business process organization because used to find and
make assumptions about what are the parameters that can help the organization to grow
and achieve the organizational goals. Some examples are as follows:
 Regression
 Regression strategies are extremely valuable in information science, and the expression
"calculated relapse" will show up nearly in each part of the field. This is particularly the
case because of the convenience and quality of neural systems that utilization a relapse
based strategy to make complex capacities that impersonate the usefulness of our mind.
 Organization regulation discovery: This is the very easy concept of data mining because
it provides a lot of information within a simple way so that everyone can easily
understand and improve their efficiency in work. it is basically for calculating the data
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efficiency of confidence and support how many people are supporting the company
because of their products and services if at one store two totally different things are being
sold out like one is baby diaper and the other is beer then the customers can support the
diaper counter however people are purchasing the same thing from the same store but still
they will go for it.
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2.3 What type of business intelligence tools would best suit the business' s current
needs? Why?
Business intelligence tools
Application software which processes and collects a large amount of data from data are said to
be business intelligence tools, various business intelligence tool in the market are:
 Sisense: It is of the best software for customer review. It is used to analyze the complex
data, it has a capability to collect data from the various source (Dougherty, et. al.,
2011).
 BRIT: it is a java tool use for publication and building the report of the data.
 Domo: It holds the information of data and people and gives detail of all the operation
happening in the organization.
 BROD: it combines CPM and BI within software, whereas CPM comprises of
budgeting, forecasting, and planning.
 Duncan: it is used to keep the record on the revenue generated by the firm.
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Section 3
3. What would be the benefits to Dr. Rikki Wagner of implementing a customer
relationship management system?
Customer relationship management is the very important key to maintaining a successful
business organization. Basic needs of every business are to satisfy their customer as much as
they can because a customer there is no business. For a good business organization, a business
holder must remember the needs of his customers, provided the best quality services so that it
may remain for a long time. CRM is a strategy of running a successful business with purchasing,
selling, customer service, and marketing.
3.1 How could the business support its customer-facing day-to-day operations through the
use of an operational customer relationship management system for marketing? Justify
your answer.
Marketing is all about the promotion of the business how it will grow in positive aspects. In
customer relationship management there are various types of marketing discussed below:
Web marketing: nowadays web marketing is becoming very popular because it may help both
the customers and suppliers. It is less expensive from other marketing strategies. The suppliers
can able to reach through the maximum customers at one time, and online marketing is adopted
by the many busy people in the country who doesn't have time and they can also track it easily
that from where the product will get delivered to them.
Email marketing: email marketing is also now in trend many suppliers have adopted this because
it reaches to the many customers at one going and this is also very helpful to get responses from
the customers. This is also used to transfer data to the customer and also getting their feedbacks
that how was the service what the suggestions to improve the services are.
Building the business impacts: building the business impacts can helps a business to grow, it is
important because it is necessary for any business to recheck the work and see that whatever the
techniques are being used in this it is achieving the objectives of the business or if not it has to be
improved by the employees according to the marketing performance (Schuman, 2017).
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3.2 How could the business support its customer-facing day-to-day operations through the
use of an operational customer relationship management system for sales? Justify your
answer.
Customer relationship management is directly connected to sales management it defines the
business in an appropriate way so that everyone can understand although sales management is
the very toughest job in the whole business because it requires more patience and convincing
power to satisfy the customer and make him pay for our product.
Customer relation management helps in storing the data of customers with their specific
locations where they have to promote their sales business.
It also helps in managing the time how much sales have been done and how much is remaining.
Time management in sales marketing is important because the business holders have to spend
time with their customer's so they have to manage all those things. It is also beneficial for a
business to be up to date with what is happening in the world and the competition
(Nikolauskimla, 2013).
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3.3 How could the business support its customer-facing day-to-day operations through the
use of an operational customer relationship management system for customer service?
CRM is the kind of software which is beneficial for both important parts of a business sales
management department or consumer department. In consumer management department many
things are been focused on a successful business organization such as:
Customer services are handling the customers and satisfy them with our products and services. It
will be in many ways voice contacting, mail process. If the product has any problems customer
will come many times with the complaint and organizational goal is to satisfy them with greets.
Manage the customers purchasing, the supplier can reach the customer through social
networking sites, chats, phone calls and also easily track them.
Having knowledge about the Customers experience with an existing organization from the order
till delivery and after delivery services. Collecting the feedbacks of the customers in negative
and positive impacts and improve it (Duffy, et. al., 2017).
3.4 In what different ways could Dr. Rikki Wagner use metrics from the business's
customer relationship management systems to track and monitor performance for sales,
service, and marketing. Justify your answer.
Metrics are used for making the good relationship with customers of any organization. In terms
of sales, services and marketing services the businessman should know about their customers
what are their needs and demands. A customer will find something different and unique so that
they can choose our company to spend their money or if they are not getting the satisfaction as
they want so they will not shop with the specific organization (Eanes, 2015).
Metrics- Services:
 how many cases are handled in a day
 Time of resolution to the customer
 How much customers come for the same reason/complaint
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 Calls are disconnected before being answered
 What is the average time engaged in solving the issue of the customer
Sales:
 prospects
 How much new customers have joined
 Retained customers
 How many calls are made for sale purpose?
 New opportunities are adopted duration of handling that one case and result in the
resolution
Marketing:
 campaigns
 Campaign Responded
 Purchase of a single campaign
 Customer referrals
 Growth in visiting sites the no. of visitors
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Section 4
4. What issues should the business be aware of when embarking on a social media
presence?
Social media is any website which can be visited by the most of the people nowadays and for
expanding the business at an international level so that everyone can reach the company easily. If
an organisation is having a business on social media then it is very beneficial because many
people used to visit their website at least twice a day for checking the updates and or if they find
anything attractive they may go for that and also they may like, comment, share or if any
recommendations are required they may give right there so that it will be corrected from the
organisation. Some issues are there in the business in social media presence globally which are
going to be discussed below. (Parveen, et. al., 2015).
4.1 Outline of Dr. Rikki Wagner why the business should also be considering using Social
Media as an avenue for communicating with their customers and promoting their brand.
In this generation, they are infinite ways to promote the business. From all of those infinite ways,
there are one-way social media which is very helpful in promoting the business and getting the
feedbacks hand to hand so that it is very helpful for a businessman to know the reviews of a
customer so that they can improve their marketing strategies.
Brand awareness: in this competitive market so many brands are launched and so many people
are even doing know about the names so how can they promote it. It is necessary that logo and
the name of the brand and about the products of that same brand. With the help of social media,
many people are aware of the new brands which are launched recently and it also helps an
organization to grow their profit rates over time. Building trust with the conversation:
communication with the customers is the best way to know their issues and complaints and solve
those queries on call (Al-kahtani, 2016).
Increasing website traffic: If the organization is promoting their business through social media it
must be counted that visitors count may increase day by day for this referrals are more important.
More visitors to the website the more no. of customers increased (Hudson, et. al., 2015).
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4.2 Review and critique, including providing screen captures the social media presences of
three (3) other businesses that sell similar products to Dr. Rikki Wagner’s.
Zara can configuration, make an offer its items in stores rapidly in light of the fact that the
organization claims a considerable lot of the vertical elements of generation. Zara has a principle
fabricating plant in the city of La Coruna, where the apparel retailer was established. Of the
greater part of the items that Zara makes, half originate from Spain, and 24% of assembling is
outsourced to minimal effort makers in Asia and Africa.
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H&M, like many commercial clothing retailers, outsources the manufacture of its designs to
countries such as Cambodia and Bangladesh where labor is cheap. H&M does not directly own
any factories and instead partners with 900 suppliers worldwide, most of which are located in
Europe and Asia (Parietti, 2018).
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4.3 How should the business manage their social media presence? Develop a draft Social
Media Policy for the business that they can implement if they were to embark on a social
media strategy.
A social media is a thing if someone wants to promote their business so that they can promote it
in a very wide manner so that many people can reach the brand easily. Social media policy is a
path where anyone can conduct themselves online. It helps a business to grow and with the
regular response to the customer's the responsibilities of the employees may build up and they
focus on their work try to complete it in an effective manner.
There are many Benefits of social media policy:
It defends the business from the troubles and risks: every business has some kind of risks with
the products and services. With the help of social media policies, anyone can read and
understand the terms and conditions of the company. Social also become dangerous if it is not
used appropriately.
Employees working with the same company also share their love through social media: in every
company, the employees can do hard work with consistency and show their love but it gives the
path to them to show their love. Employees can also write about their brand how they feel it is
not necessary it is always in a positive way sometimes it should be in a negative way too but they
can share without any fear and worries.
With clear rules, organizations can enable workers to see how to utilize online networking to
advance the brand. Utilize your web-based social networking arrangement as a representative
backing instrument. Framework best practices for sharing organization content on social, and in
addition remarking on the web—and when not to lock in (Rupp and Mallory, 2015).
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Conclusion
In this report, it is studied that All in all, PCs are intense and crucial machines people use as
devices in numerous angles throughout everyday life. PCs have progressed toward becoming
devices in proficient and unwinding snapshots of regular day to day existence. Regardless of
whether it is spilling music while doing house errands, an understudy gathering information for
an exploration paper, or a draftsman planning a building, PCs have made human life significantly
more straightforward in performing undertakings. And also about the customer relationship
management how it is benefited for the business all have studied in this report.
36

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