Management Information System Analysis: Hotwire.com Case Study and CRM

This assignment analyzes the case study of Hotwire.com, focusing on its Management Information System (MIS) and Customer Relationship Management (CRM) implementation. The case study examines the objectives of Hotwire.com, the problems it faced with its existing system, and the benefits of...Read More

Management information
system

Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY..................................................................................................................................3
Summarize the case study objectives..........................................................................................3
What are the problems presented in respective case study..........................................................3
What is customer relationship managements? Identify the different types along with selecting
the most appropriate for business?..............................................................................................4
Do you think it will be beneficial for company to CRM systems into the business?..................5
Do you think system engineers determined was good time to invest in this information system
development projects?.................................................................................................................6
What benefits did the salesforce provided hotwire.com over its pervious system?....................6
What consideration are required in deciding to have host own system which is being
outsources to vendor like salesforce?..........................................................................................8
CONCLUSION................................................................................................................................9
REFERENCES................................................................................................................................9

INTRODUCTION
Management information system is the information system technology which is used by the
companies to make accurate level of decision making for the coordination and control of
visualized information. MIS helps in managing people better and manage decision through the
various aspects such as personnel, sales, inventory, production or other applicable factors. CRM
stands for the customer relationship management as the integrated level of category for data
driven software solutions which is helpful for providing improvements in business related to
customer.in this report, there will be clear understanding regarding the information system
development and how to benefits the organization in gaining more level of competitive
advantage in market.
MAIN BODY
Summarize the case study objectives
Hotwire company is firm which is always bringing back their travel trips form stories into
adventures (Han, Bonn, and Cho, 2016). The firm is keenly passionate about sharing more level
of insider knowledge of destination by finding the greatest level of deals by saving time and
money. The firm is being identified as the one of the first online travel sites in order to offer their
deep level of discounts though specially negotiated Hot Rate deals. Hotwire company is business
building with more than 7000 hotels across the north America to help its customers by finding
rooms. The firm have the clear level of objective to-
 To provide best deal at booking for more than 60% discounted rates.
 To have the proper capacity utilization of empty hotel rooms.
 To provide proper level of satisfaction of customers with the basic information such as
location, amenities, customer review and prices.
More to the covering of case study, the hotwire firm want to have development of the customer
relationship management system as the solution in order to be effective and feasible in terms of
cost and technology. This will be helpful in developing the user-friendly web-based interface
with improved level of data reliability and accuracy. Hence, it will be resulted in having better
managements of information s, happier customers and improved level of relationship.
What are the problems presented in respective case study
As the hotwire company has the major objective t provide accurate level of information to
customer along with maintaining quick level of tracking. The firm is maintaining the
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information related to hotel on excel spreadsheet and sharing over different corporate networks.
As the result various application tends to drew more information’s through spreadsheet when it is
needed to be provided to customers (Rahimi and et.al.,2017). But, on this system of sharing
information faces more level of challenges due to increase in level of prone errors which is very
difficult to be maintain. As per the company system analyst considered this as the major issues
where the system has well increase chance to manipulate data. The problem lay in manners in
which the data can be stored and accessed. This are the major issues which are faced by the
hotwire company in moreover access more level of competitive advantage over respective
competitors.
What is customer relationship managements? Identify the different types along with selecting the
most appropriate for business?
CRM stands for the customer relationship management as the integrated level of category for
data driven software solutions which is helpful for providing improvements in business related to
customer. This is helping the company to have the data analysis of customer history with term of
company to have improvements in relationship with customer. This specially have the clear level
of focus on retention of customer and ultimately driving of sales growth of firm.
There is the need for the developing the customer relations management system as it supports to
have satisfied customers which eventually leads to higher level of business profitability. In
addition to this, it goes the long way to retention more level of customers which improves their
relationship between organization and customer. On the other hand, CRM tends to have sales
force automation which is helpful in tracking more level of information’s and automation in
certain level of business functions in sales cycles by following more leads and obtains more new
customers.
The different type of the CRM software is such as-
Operational CRM software- this gives the complete view regarding there each level of customer
expectation an integration related to the company. These re respective sales level of CRM in
order to have the marketing automation by saving more time and cost of company.
The software has the structure level of information with respective tools and standard procedure
including the marketing automation, sales automation and service one. Having all the operation
information leads to one tool to make how the company operate. There is less chance to deal
with wrong communication.
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Analytical CRM software helps the company in making better use of the information which is
bee gather by customers which included more level of customer preferences, chances and point
of contacts. This have support of components such as data mining gather all level of information
including tends and recognise patterns data set.
Collaborative CRM software allows different teams to share their information about customers.
While enhance this exchange of information between different departments like sales and
marketing but also the support teams (Soltani and Navimipour, 2016). There addressing
customer requires more difficult in managing relationship with easier perspectives.
For the company, analytical CRM have data gathering with data mining serving of data
warehouse by statistical analysis to find out the pattern and relationship by developing the cross
sell an upsell opportunities. There is more buyer persona building by customer wants, needs and
personalities that’s can help in improving the marketing. This is helpful in sales forecasting by
analysing the data past sales rends by predictable long-term trends.
Do you think it will be beneficial for company to CRM systems into the business?
The operational CRM is successful in too much is trying to have contact of information
which is been organized in perfect way. This beneficial as it clear provided their customer
activity and profile by lead scoring and win profitability and probability. Marketing automation
will be helpful in creating the leading prospections. On the other hand, sales teams can have the
stoppage over pilling up or getting forgotten by automatically assigning task which is based on
their customer action or deal respective value.
As the beneficial to have operational CRM a have the automating the scoring with lead by
gaining more level of popularity which is helpful in nurturing with automation or the personal
touch. The team is bale to have the tracking information making sure on the personal touch with
slipping to the funnel (Hollensen, S., 2019).
Having all the operation information leads to one tool to make how the company operate.
There is less chance to deal with wrong communication. On the other hand, CRM tends to have
sales force automation which is helpful in tracking more level of information’s and automation in
certain level of business functions in sales cycles by following more leads and obtains more new
customers.
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Do you think system engineers determined was good time to invest in this information system
development projects?
As each company have the involvement of information technology in order to make everything
better and move to best. The company are to have more working on their respective clients by
increasing their profit level and respective margin. As the companies have executing more level
help with information technology to make the customer work in easier way.
The system engineer should have the clear level of understandability regarding are handling
their software projects as main goal is to have the investment time in IT projects. As the
engineers should have the clear focus on saving money and times which more over risk over
financial, technological and data causing their disaster. Increasing more in investment in the IT
projects have turned to be multimillennial business as because the company by realizing the
more level of money profits. This project has stabilization their growth over industries as There
is more buyer persona building by customer wants, needs and personalities that’s can help in
improving the marketing. This is helpful in sales forecasting by analysing the data past sales
trends by predictable long-term trends.
Next to that assessing how much current performance is at the respective risk as proper
evaluating their new investments projects by assessing more level of risk a return of the
respective projects. The project teams have the basic economic drivers regarding there centrals
strategic planning and risk departments having the consistent level of risk which help is assessing
and challenging the risk is been identified (Buttle and Maklan, 2019). This leads to have sales
force automation which is helpful in tracking more level of information’s and automation in
certain level of business functions in sales cycles by following more leads and obtains more new
customers.
The system engineers will have the evaluation regarding there variety of salesforces to be more
level of effectives and feasible in cost and technology. This will have securely stored by
maintaining salesforces servers to have customization to deliver the information which is been
needed by the company managers and systems. The new level of systems has the improved
more level of data relativity along the data accuracy by allowing their better level of
information’s y providing the customers and improved relationship.
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What benefits did the salesforce provided hotwire.com over its pervious system?
With the implementation of the CRM as the integrated level of category for data driven software
solutions which is helpful for providing improvements in business related to customer. The
hotwire firm have development of the customer relationship management system as the solution
in order to be effective and feasible in terms of cost and technology. This will be helpful in
developing the user-friendly web-based interface with improved level of data reliability and
accuracy (Petrovic. and et.al.,2017). This is helping the company to have the data analysis of
customer history with term of company to have improvements in relationship with customer.
This specially have the clear level of focus on retention of customer and ultimately driving of
sales growth of firm.
As the benefit, the company sales forces have hep the company by improving more level
of customer satisfaction which have involving all dealing with servicing, marketing by selling
more of services in organized and systematic ways. In addition to that’s sales forces have
improving the customer retention which have often translates in way of increasing more level of
revenue as the CRM benefits have the golden ones with the help of using data can proactively
addressing the risk accounts to make satisfies customers at respective right moments to have
encourage sin repeat level of purchases.
As the sales forces have internal better level of communication by more over sharing their
customer data between more different departments which have enabling to have optimization of
customer experience. On the hand, CRM have help in targeting more profitable customer groups
by having relevant level of information by optimising more level of marketing resources for best
possible chance in increasing in revenue (Naser and Al Shobaki, 2016). In addition to that’s
company will have optimisation of marketing revenue which is being more targeted by cost
efficient marketing programmes. There is customer needs and behaviours to be more profitable
customer group. By optimizing marketing resources in this manner which is best possible chance
for increasing more level of revenue.
CRM tends to have sales force automation which is helpful in tracking more level of
information’s and automation in certain level of business functions in sales cycles by following
more leads and obtains more new customers. This will have securely stored by maintaining
salesforces servers to have customization to deliver the information which is been needed by the
company managers and systems.
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What consideration are required in deciding to have host own system which is being outsources
to vendor like salesforce?
To have development of the CRM benefits have the golden ones which have clear level of
dependence on developing in house system or being outsources. Both the development of CRM
has its own level of pros and cons to get the best level of solution in more way to business need.
As the in house can actually create actualize IT frameworks which fir into the explicit needs for
the company. The degree of customization has the wide change the degree of customization is
wide among the In-house CRM development as the developers are in close proximity with the
end users or clients. This have enabling the business to have complete over functionality which is
eventually over there offering top to bottom level of information as they have interface
alternative business territories (Link and et.al.,2017). On the other hand, cons of developing the
CRM which tends to be expensive by enhancing the framework addressing more level of
business issues. On the other hand, it has requirement more level of IT staff which have
eventually led to have overhead cost while getting more level of changed into newer level of
technology.
On the other outsourcing of CRM system to purchases service providers for software
development of company which is time meant for training for users. There is high level of
structured in the light of adaptability by fitting precisely with different business needs
indistinguishable functionalities. There is ready made software meeting the large diversified
needs which is fit in the larger class. As the pros of outsourcing have getting up proven solutions
with mater level of support and training. There is nor equipment of consistent level of upkeeping
and the master level of practice and standards. As this is more level of financials savvy which is
outcome of fewer bugs abs better utilitarian frameworks in term of different business function.
On the other hands cons of outsourcing of CRM have the major level of dependence on the seller
for specialization when the respective issues have come up. The software vendor has the holds to
rights up the code along with system functionality which is being controlled by the merchant.
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CONCLUSION
From the above, it can be concluded that MIS helps in managing people better and manage
decision through the various aspects such as personnel, sales, inventory, production or other
applicable factors. The firm is keenly passionate about sharing more level of insider knowledge
of destination by finding the greatest level of deals by saving time and money. Hotwire company
is business building with more than 7000 hotels across the north America to help its customers
by finding rooms (Kouziokas., 2016). As per the company system analyst considered this as the
major issues where the system has well increase chance to manipulate data. CRM tends to have
sales force automation which is helpful in tracking more level of information’s and automation in
certain level of business functions in sales cycles by following more leads and obtains more new
customers. There is more buyer persona building by customer wants, needs and personalities
that’s can help in improving the marketing. This is helpful in sales forecasting by analysing the
data past sales trends by predictable long-term trends. As the engineers should have the clear
focus on saving money and times which more over risk over financial, technological and data
causing their disaster. In addition to that’s sales forces have improving the customer retention
which have often translates in way of increasing more level of revenue as the CRM benefits.
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REFERENCES
Books and Journals
Online
Kouziokas, G.N., 2016. Technology-based management of environmental organizations using an
Environmental Management Information System (EMIS): Design and development.
Environmental Technology & Innovation, 5, pp.106-116.
Link, D.F and et.al.,2017. Management techniques for non-traditional network and information
system topologies. U.S. Patent 9,537,731.
Naser, S.S.A. and Al Shobaki, M.J., 2016. The Impact of Management Requirements and
Operations of Computerized Management Information Systems to Improve Performance
(Practical Study on the employees of the company of Gaza Electricity Distribution).
Petrovic, R. and et.al.,2017. Media monitoring, management and information system. U.S. Patent
9,648,282.
Buttle, F. and Maklan, S., 2019. Customer relationship management: concepts and technologies.
Routledge.
Hollensen, S., 2019. Marketing management: A relationship approach. Pearson Education.
Soltani, Z. and Navimipour, N.J., 2016. Customer relationship management mechanisms: A
systematic review of the state of the art literature and recommendations for future research.
Computers in Human Behavior, 61, pp.667-688.
Rahimi, R and et.al.,2017. Customer relationship management research in tourism and
hospitality: a state-of-the-art. Tourism Review.
Han, S.J., Bonn, M.A. and Cho, M., 2016. The relationship between customer incivility,
restaurant frontline service employee burnout and turnover intention. International Journal of
Hospitality Management, 52. pp.97-106.
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