Customer Complaint Handling in PERSOLLO: A Case Study

Running head: SBM4203 MANAGEMENT INFORMATION SYSTEM
SBM4203 Management Information System
Assessment 2: Critical Review
Name of the Student
Name of the University

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Table of Contents
1.0 Introduction..........................................................................................................................3
2.0 Overview of the Organization..............................................................................................3
3.0 Description of the problem...................................................................................................4
4.0 Model or concept on organizational ethics to analyze the problem.....................................5
5.0 Design of an intervention/ change program to solve the problem.......................................7
6.0 Conclusion............................................................................................................................9
References................................................................................................................................10

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1.0 Introduction
The paper focuses on a specific problem faced by a specific organization, which is
selected for this purpose. PERSOLLO is an Australian based tech company, which has been
considered for this assignment. The aim of this paper is to identify a potential problem within
the organization or business and analyze the probable reasons, causes, and effects of this
problem. Thereby, an effective and useful solution will be proposed based on the nature of
the identified problem. In order to serve this purpose, a specific concept or model will be
applied for executing a thorough and detailed analysis of the identified issue in relation with
organization ethics and culture (Cui et al. 2017). Thus, the paper will ultimately present a
designed intervention or a change program that can potentially address the issue and yield
positive outcomes in relation to the identified context.
2.0 Overview of the Organization
PERSOLLO is a Sydney based startup company that typically specializes in targeted
social selling using artificial intelligence and big data analytics. The organization is focused
on data driven conversion of sales through AI (Artificial Intelligence) influencer marketing
and instant checkout technology. The area of operation of PERSOLLO involves enabling the
influencers and brands to be able to concert their social media engagement into potential sales
by one click buy checkout. The company deals with analysis of customer purchasing
behavior in order to optimize the sales conversions. It is typically designed for mobile and
social media and operates on click through payments directly from digital advertisements,
social media posts, blogs, videos and so on.
According to Bergel and Brock (2018), PERSOLLO solely specializes on using data
analytics and artificial intelligence in order to empower various brands, bloggers, influencers,
artists and freelancer to sell their creations and works directly to their desired audience

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anytime and anywhere. It can be thought of as an instant checkout e-commerce platform for
digital marketing for influencers. PERSOLLO has already established partnerships with
multiple renowned brands and influencers that significantly include Polar, Marie Claire,
Sunglass Hut, Mamba Wamba, New Balance, Better Homes and Gardens, Wooden City,
Hotels Combined, Australian UGGs Original and many more. Some of the useful sales
conversion solutions provided by PERSOLLO include influencer marketing, social analytics,
instant checkout, affiliate rewards etc.
According to Daugherty, Bolumole and Grawe (2019), the specialization of
PERSOLLO is to provide tools for social media selling in just one click without needing to
build expensive e-commerce websites and online shopping carts. The organization has been
founded in the year 2015 and the initial vision of the founder was to enable a way to be able
to be paid by using just a simple URL link. The present vision of PERSOLLO is to be
recognized as a single hub for the cross platform online transactions and financial services
with the help of a new, straightforward and personalized way for making business sales, trade
services or donations with simple one click URL links.
3.0 Description of the problem
Off late, the organization has started to receive increasing number of customer/ client
complaints in terms of various different reasons or issues. Even though the organization
solely deals with customers with the help of digital or social media and live chat, often times
customers may be wanting to communicate over a phone call and try to have a one to one
conversation with a personalized expert to talk about a specific issue. Customers want this
kind of dedicated effort from the company so that the expert can provide some useful
suggestions and detailed insights to solve their problems. In this scenario, the organization
may have had certain drawbacks or mistakes in terms of dealing with customer queries or
problems or resolving complicated issues by providing adequate support to the customer