Bushland Blooms Customer Engagement: A Comprehensive Report

Desklib provides past papers and solved assignments. This report analyzes Bushland Bloom's customer engagement strategies.

Manage Customer Engagement
Information
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Table of Contents
Assessment 1.............................................................................................................................................. 3
Assessment 2.............................................................................................................................................. 9
Assessment 3............................................................................................................................................ 13
Assessment 4............................................................................................................................................ 14
Assessment 5............................................................................................................................................ 18
References:............................................................................................................................................... 22
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Assessment 1
1. Provide five (5) examples of the call center and other contact traffic
management systems and describe their key features.
The five examples of call centers and their key features are:
System Key features
Inbound call centers This type of call centers attend the incoming
call and give answers to any business or
organisation. They provide services of
answering calls, processing of order etc.
(Answernet, 2019).
The automated or electronic system In this type of system, the company uses an
automatic or recorded system for call handling.
Interactive voice response is a part of this
system.
Outbound call center This system is the opposite of inbound, they
do outgoing calls instead of attending
incoming one. This system is used by
telemarketing companies (Answernet, 2019).
Business Process Outsourcing system This type of system takes contracts from the
companies and provides customer care
services for them. It requires low budget
costing for the use of this system (Tallyfy,
2019)
Domestic Call centers They are used to manage the incoming and
outgoing call from the people of the same
country.
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2. Read Bushland Blooms’ Marketing Plan (including budget) and their Call
Centre Business Plan—
Executive Summary and:
a) Describe their Mother’s Day campaign budget requirements
b) Describe their budget principles
Mother’s Day campaign budget of Bushland Blooms:
For the budget preparation of Bushland Blooms, the business developer will do the planning
regarding the financial requirements. For the campaign on Mother's Day, the requirements are
the emails for mother of the customer from the company, a recorded message from the
customer for their mother use of any promotional advertisement regarding the mother's day.
The budget will cover the cost of storing data, messages, emails, and advertisement.
Budget Principles:
Bushland Blooms focus on managing the budget by making a real achievable path according to
financial policies. It works transparent data of the budget. It requires a complete document of
the estimated financial cost for any plan. It should have long term sustainability in the company.
It should also satisfy the national development needs in the manner of cost-effectiveness.
3. Describe Bushland Blooms' mission, vision, and marketing objectives
according to their Marketing Plan
The mission of Bushland Blooms:
The mission of the marketing plan of Bushland Blooms is to build a relationship with its current
customers by giving discounts and to increase the company market by adding new customers.
The vision of Bushland Blooms:
The vision of the company for this marketing plan is to increase the market shares and a
number of the satisfied customer by the service of the company.
Market Objectives:
The market objectives of the market plan are to add new customers to the company and to gain
the loyalty of the existing customers by giving them offers. And the other objective of marketing
is to increase shares of the company.
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4. Complete the table by explaining three (3) methods of collecting reliable
information and data, three (3) commonly encountered problems and three (3)
resolution strategies.
Method Problem Resolution Strategy
Surveys The rate of response is low;
The customer can't
understand the questions;
Only literate persons can give
their feedback and
information;
Data can be leaked.
Do promotion by giving
advertisement and give offers
for the responded customers.
Surveys should have voice
assistance so even illiterate
person can respond to the
survey. Use of security
system.
Telephonic Interaction Unclear voice;
Network issues;
Lack of listening skills;
Lack of interpreting skills.
Interaction while good network
(Mypeer, 2010). Hire
employees who have good
listening and interpreting
skills.
Personal Interview Time-consuming;
Need of interviewer;
Expensive.
Use existing information.
Keep the interviews short.
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5. Describe the call center models and structures below and explain how each
person contributes to managing customer contact information
Call centre model one (1) Call centre model two (2)
This is the general model of
communication flow in the
company. The agent will report to
the team leader and team leader
will further report to the call
center manager.
This model explains the working of the
organisation in which the team leader has to
handle both inbound and outbound system and
then give the report to call center manager
The call center manager handles the task of selection and hiring of the candidates for the
company. He is also responsible for deciding the vision and mission for the company.
Team leader works below the call centre manager and reports to the supervisors. He gives the
report of the data It also handles the staff of the below company. The agents of the call center
give advice to the clients of the company.
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AgentInboundOutbound

6. Outline Bushland Blooms’ principles of electronic information management
and three (3) approved methods of reporting information.
The principles of Bushland Blooms for electronic information management are:
 To record all the transaction of the incoming, outgoing and on hold services
 To use the website to attract the customers towards the company
 To secure the data of the company regarding personal information of customers and
clients
 To use the software like supply chain, Pont of Sale etc.
The three methods of reporting information are (Yourarticlelibrary, 2019):
 Use of written reporting
 Use of oral reporting
 Use of graphical reporting
7. Explain Bushland Bloom’s reporting requirements and approved methods for
recording campaign details according to the Agent Support Manual.
For the written reports, the Bushland Blooms requires the formal financial statements which
consist of cash flow statements, fund flow statements, income statements, and balance sheets.
Another one is tabulated information. These all are required in the written format.
In the case of oral reporting, the information will be recorded by conducting group meetings and
conferences or meeting with an individual person (Yourarticlelibrary, 2019).
Graphical reporting is done by doing graphical representation. This graphical representation can
be done by using a pie chart, zee chart, flowchart, progress chart, break-even analysis chart,
control chart and bar charts.
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8. Describe the method used to collect data for each of the information
technology systems.
Information
Technology System
Data collection
method
Keyboard The company can collect data from the keyboard by connecting it to
the computer by manually (Gulipalli, 2016).
Touch-sensitive screens It is also a manually operated process which requires resources for
data collection.
Magnetic Ink
Character
Recognition (MICR)
It stores data by recognizing characters and printing the data by
magnetic ink through printers.
Optical mark reading
(OMR)
Optical mark reading recognizes the marked and unmarked options
filled by the human to make the data from OMR sheet.
Optical character
recognition (OCR)
and scanners
Optical character recognition (OCR) scans the image and other prints
and converts it into editable and searchable data.
Intelligent Character
Recognition (ICR)
ICR technology is the least accurate as it collects the data by
scanning the handwriting of a person.
Barcoding and EPOS The bar code readers and EPOS collect the encrypted data stored in
the form of code and convert into readable data.
EFTPOS It collects the data by scanning the card of the customer.
Magnetic stripe cards These are the credit and debit cards from which the data is collected
by swiping.
Smart cards The data can be collected from smart cards by the use of smart card
reading software.
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Voice recognition The voice recognition collects the data by converting voice into text.
Web data capture It collects the data from the online forms field on the internet.
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Assessment 2
Case Study
What might Bushland Blooms want or need to
know?
For the campaign on Mother’s day, the
information that is needed by Bushland Blooms
are:
 The data of customers about their
mother, grandmother, and mother-in-
law.
 The number of retail suppliers who will
give contracts of gifts and flowers for
mother’s day, this will help in spreading
the name of the company in the market
 Prepare a separate section for
collecting wishes of customers for their
mothers on the official website of
Bushland Blooms.
 Need for a window display on the theme
of mother's day campaign so that the
customers get attracted to the shop and
do shopping for their mother.
 The company can also team-up with the
companies of food and pastries
(Nicasio, 2018).
Identify five (5) potential contact pathways The company and customers can use the
following pathways to contact:
 Use of website for sending and
receiving data regarding the customer
and company
 The company can introduce a separate
telephone contact number especially for
the mother's day campaign
 Use of promotional advertisement and
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banners which will give the message of
the company
 Use of emails to tell the customers
about the offers on mother’s day
 Personal interaction by reaching
customers
Identify activities and transactions Bushland
Blooms should measure and:
 Set the Key Performance Indicators
(KPI)
 Select suitable Management
Information System (MIS)
Activity/
transaction
KP
I
MI
S
The supply
rate of
delivering
plants and
flowers/order
A rate of 2% of
product price is
given for
delivery
Billing system
Number of calls
attended by
agent/week
The
performance
will be checked
on the basis of
call duration of
minimum 3
minutes without
hold and
abandoned
ERP system
(Smartsheet,
2019)
Number of
complaints
received from
customers/mon
Decrease the
number of
complaints to 0
ERP system
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th %
Configure the call center system to
elicit the required information
An example of a call center system
configuration is included in your learning
resources.
The mother’s day campaign will add business
value to the Bushland Blooms so every
department of the company has to work in it.
The call center system will help in reaching out
to customers by telling them about the
discounts and offers. For reaching the
customers, the company will use the outbound
system. The call center manager will guide the
team leader regarding the requirements for the
campaign. The team leader will control the
inbound and outbound calling system.
Develop two (2) testing procedures to
measure transaction and call/
engagement pathways
1) Use of statistics measure:
i) In this, the first step is to analyse the
current financial status.
ii) The next step is to record the
investment done in the campaign.
iii) After the campaign, the cash inflow
is analysed.
iv) And finally, the comparison is done
between the previous and current
status.
2) Analyse the customer feedback
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