ICT Service Improvement - E-Commerce & E-Business Literature Review
15 Pages3494 Words55 Views
University of Mumbai
ICT Service Improvement (BEITC7053)
Added on 2020-03-04
About This Document
In BEITC7053 Literature Review, Information and Communication technologies play an integral part in any business's smooth operations and growth. This makes it important for every business to focus its attention on evaluating and putting in place an effective ICT Service Framework. The report shall focus on evaluating the ICT service framework (E-Business & E-Commerce Models and strategies) utilized by RealEstate.com.au.
ICT Service Improvement - E-Commerce & E-Business Literature Review
University of Mumbai
ICT Service Improvement (BEITC7053)
Added on 2020-03-04
ShareRelated Documents
Student NameEVOLUTIONS, ASSESSMENTANDSUGGESTIONSFOR ICT SERVICEIMPROVEMENT- TASK A
ICT SERVICE IMPROVEMENTTask A - SWOT Analysis of RealEstate.com.au ICT serviceSWOT TemplateOrganisation: RealEstate.com.auDate: 07/09/2017Description ofcurrent/newICT service: Instant Customer Support (Chat Support; Toll Free number)RealEstate.com.au is a well-developed website supporting computer, Tablets and othermobile and smartphone device. The website offers a vast amount of information but lacks instant customer support which can be viewed as a negative aspect of the website. Instant customer support medium allows customers to contact the business immediately allowing for an instant constant which can increase the number of sales made by the business[ CITATION 50M152 \l 1033 ]. Many potential customers looking to invest in the property would like instant communication making it a basic requirement the business has failed to deliver and which may be incurring the business huge losses[ CITATION Pah09 \l 1033 ].STRENGTHSClear Navigation DialogMulti Device SupportEasily accessible Smartphone AppSimplified Property Search BarFast loading timeEasy Registration ProcessWEAKNESSESLacks instant customer support ChatNo clear Toll Free number displayedInternational markets hiddenLimited Company constant informationTedious contact us processOPPORTUNITIESDevelop live chat supportOffer Toll Free numberDisplay international reachAccess contact information easierReduce Data consuming Visual dialogueTHREATSLoss of Customers needing assistant to navigateInability to collect potential customer dataLoss of business to competitors offering easy to access communicationLoss of customer due to data consuming visualsNo Customer ReviewsSummary and Recommendations:On analysis of the RealEstate.com.au website, it is clear the business has invested a considerable among of capital on the encores interface. This is a very important requirement due to most people utilizing the internet to search for information and communicate with clients. Strengths: The business has offers a well-developed website with easy navigations and multi- device support. The company also offers smart phone app support helping speed up loading time and connecting the customer. Another befit observed on the website is the easy registration process where the customer only needs to provide theiremail and enter an alpha numeric password and an account is instantly created. This 1
ICT SERVICE IMPROVEMENTdelivers instant access to the website allowing for business to connect with potential customers quickly and allowing Weaknesses: The business also has several weaknesses related to lack of instant and toll-free communication which limits customer access. The businesses physical address is also hidden which creates scepticism among customers who may want to note down and verify the businesses existence and also review previous customer comments before dealing with the business.Opportunities: the business has the infrastructure in place to develop live and toll-free support so as to access more customers. It should also display international reach and must reduce the visual content on the mobile interface to reduce data consumptions and increase the websites loading speed. Customers are growing impatient each day and want work to be done quicklyTreats: Competitors are the biggest threat facing the business making it important forthe business to focus on delivering high quality information and facilities to its customers. It is critical to evaluate and monitor facilities being offered by competitors to determine areas the business can improve so as retain customer confidence thus ensuring sustainability.Short Term (Now)It is critical to establish an instant customer support console on RealEstate.com.au. This console should be able to allow the customer to connect to support instantly so asto offer assistance on queries the customer may have. It is also important to provide a 1-800 toll-free number to establish communication immediately with the customer. The number should be clearly displayed on all pages and be interactive on the website thus ensuring it is visible to the customer at all time. The toll-free and support chat buttons should also be easy to access and be connected with the support team.Mid Term (next 12 months)RealEstate.com.au already has a well-established website portal which most of its customers access to avail the property investment, purchase and rental services. This makes it important to avoid disturbing the appearance of the website to suddenly which may affect customer’s perception and confidence. With visual images on the websites identified to consume a lot of band width and contributing towards slowing the websites, it is critical to remove the High definition images or develop a separate mobile friendly website. The remove or replacement of current images requires being gradual with back page images first being removed or replaced with low definition images. These processes should gradually be undertaken over a 12 month period to avoid shocking clients which may create panic and scare away existing clients. Change is important but must be gradual since many consumers view change as negative and may stop dealing with a brand or business if major changes to their portalor customer interface are made abruptly. This has been observed by several major global brands which registered a slowdown in sales due to changing logos abruptly which confused consumers and saw many withdraw till it was confirmed why the company had made the changes.Long Term (next 3 to 5 years)It is also important that RealEstate.com.au prepare to embrace future Information and Communication Technologies. The information’s and communications sector have 2
ICT SERVICE IMPROVEMENTregistered major changes in the past decade and are expected to continue seeing some major developments in the future as well. Network-Based Telepathy, Hologram communication, Artificial intelligence Assisted Communication, and Instantaneous Translation are just some of the new forms of communication expected in the future. This makes it important for RealEstate.com.au to monitor the developing forms of communications and incorporate them into the websites current communication medium which would further increase the businesses reach to its customers.Task B - E-Business & E-Commerce Models and Strategies3
End of preview
Want to access all the pages? Upload your documents or become a member.
Related Documents
ICT Service Evaluation: Assignmentlg...
|5
|1080
|42
Selling Ships and Cruises Across Various Destinations Power Point Presentation 2022lg...
|31
|963
|23