Information Management Proposal

Running head: INFORMATION MANAGEMENT PROPOSAL
INFORMATION MANAGEMENT PROPOSAL
Name of Student
Name of University
Author’s Note

INFORMATION MANAGEMENT PROPOSAL1
Introduction
Telstra is an Australian company which deals with the technological and
telecommunication services in domestic and international market. The company is interested
in adopting the CRM system which would be implemented to provide better customer
support and satisfaction. Customer Relationship Management (CRM) is an approach or
strategy by the management of an organization for managing the organizational relationship
and interaction with the existing and potential customer. The Customer Relationship
Management system helps an organization that keeps their customers well connected with the
organization, improve streamline processes and increase productivity. The CRM technology
is much reliable and faster than any old technology. The cloud based CRM is an advance
technology which can be beneficial to the organization as it is an automation technology, can
be deployed faster within the organization, reduces the effective cost while scaling quickly,
helps to operate the database from any location and finally its increase the collaboration.
This report discusses about the various business process performed by Telstra like
invoice billing, production and customer support. Further to the discussion the reason for
implementing the information system is elaborated in terms of technological infrastructure,
data warehousing and software development. However, it also describes how the information
system helps in decision making processes. Further to the discussion the cost of
implementation is estimated and the return on investment is also calculated how the company
is benefited to with the system along with some ethical issues and risks associated with CRM.
Discussion
Telstra Corporation Limited is a technological company based on telecommunication
system management and business structure which provides information and
telecommunication services to the international and domestic based customers. The

INFORMATION MANAGEMENT PROPOSAL2
company’s operation is based on four segments (Witzleb 2017). The retail segment provides
telecommunication products, telephony and pay television/internet protocol television and
digital content, fixed and mobile broadband. The sales and contract management for
government customers are provided by the Global Enterprise and Service segment. The
planning, engineering and architecture and construction of Telstra networks, designing,
technology based IT solution are offered by the Telstra Operation segment. The Telstra
wholesale segment deliver telecommunication products and services to other Telstra network
associated with the support system and other carriers, internet service and carriage service
providers.
The major business processes performed by TELSTRA in terms of business flow are:
i) Invoice-billing: It is the bill or tab issued by the Telstra to its customers as a proof
of transaction indicating the purchase of the products in terms of quantity. The
payment mode is also stated on the invoice (Pa, Bidin and Kamaruddin 2018). The
cloud based CRM invoice-billing system is an automation software which
provides an additional support to the business flow. This enhance the billing
process while creating a strong business relationship with the clients. It
automatically generates up-to-date invoice at one click and sends it to the client
via emails, the clients can also print them off from the mail out.
ii) Production: The CRM plays an important role in production along with this
facilitates the organization to predict the accurate demand, improves the quality of
the project, intelligent supply chain. The prediction in accurate demand helps the
organization to operate in the level of a fast changing industries in terms of
adopting high-tech, electronics and retail (Shepherd 2015). These helps the
organization to cut out the development of a product to market delivery by
enabling more accurate prediction of the product demand to improve the

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production rate. The CRM system helps the organization to collect and analyse the
information from multiple sources and helps to figure the errors in the production
which directly reflects in the improvement of the product quality in real-time
basis. The intelligence supply chain helps in delivering remarkable results to the
firms to empower and manage the production schedule and maintain the material
supply.
iii) Customer support: The implementation of CRM helps to provide a better
customer support and services by TELSTRA. It helps to understand and fulfil the
needs of the customer. The organization cab serve customer support service from
various aspects whether it is from a help desk, a call centre or any social media
community (Wuyts, Rindfleisch and Citrin 2015). The following helps to reach
back to the customers need and desired in terms of business. However, it also
builds a good relationship with the customer and integrate the business flow. The
proper customer supports also provides the referrals from the clients which is the
reflection and sign of a better organization support by the company.
Implementation of Information System
The information system is a communication technology or an information that an
organization uses to interact with to support the business process. The implementation of
information system in terms of Customer Relationship Management (CRM) which is a
systematic plan and is executed by an organization to initiate a healthy interaction with the
existing customers to build a strong relationship with the existing and potential customers
(Nyadzayo and Khajehzadeh, 2016). The Customer Relationship Management (CRM) system
helps an organization that allows them to stay well connected with their customers and