IT Management System Report for Wong Enterprise, Semester 1

This report examines the IT challenges faced by Wong Enterprise, a Shanghai-based custom furniture seller, as it expands its e-commerce operations to Australia. The company struggles with international delivery tracking, a need for an online customer support portal for Australian customers due to time zone differences, and the requirement for a learning management system (LMS) to train staff for international customer interactions. The report recommends implementing a delivery management system like Deli force for efficient international shipping, an integrated Enterprise Relation Management system like Marginify for an Australian-focused online customer portal, and a learning management system like Docebo to support staff training. Furthermore, the report suggests establishing a customer support forum and utilizing social media automation tools to improve customer engagement and online presence, ultimately enhancing business performance and competitiveness.

Running head: INFORMATION TECHNOLOGY MANAGEMENT SYSTEM
Information Technology Management System
Name of the student:
Name of the university:
Author note:

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Table of Contents
Introduction:....................................................................................................................................2
Discussion:.......................................................................................................................................3
Answer to Question 1:.................................................................................................................3
Recommendations for the business operations of Wong Enterprise:..........................................3
Answer to Question 2:.................................................................................................................6
Recommendation to improve business services of Wong Enterprise..........................................6
Conclusion:......................................................................................................................................8
References:....................................................................................................................................10

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Introduction:
E-businesses including e-commerce stores, online marketing services, online payments
have become one of the most common things in today’s business world as almost all types of
enterprises are adopting the use of online digital technology so as to promote their business and
services among targeted customers (Laudon & Traver, 2016). E-business generally refers to the
type of business that is processed through online usage involving buying and selling of products
and services on the internet platform. One of type major primary benefit of using e-business is
that it helps in reducing the cost of the overall business process while increasing the performance
of the business or the services that are provided (Aithal, 2015). As e-business platforms makes
use of social media and other online advertising platforms to advertise their products hence it
allows the small startup companies to reach their targeted customers more efficiently and helps
them to compete in the overall market position (Mazzarol, 2015). E-business platform is also
efficient in marketing strategies where it includes adopting the best e-business practices to reach
out to a wide range of customers. Wong Enterprise is mainly a Shanghai based company that
sells out custom made furniture items to a wide range of customers while operating through four
major stores in the metropolitan city of Shanghai. Recently it is also accepting orders via online
method and is planning to expand its operation to Australian based customers. This report is thus
prepared so as to reflect the major problems that the business platform of Wong Enterprise is
facing in terms of their e-business services while recommending the possible measures that can
be taken to support their digital outlet services.

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Discussion:
Answer to Question 1:
Recommendations for the business operations of Wong Enterprise:
Some of the major issues that are recently faced by the company are as follows:
For any e-business, operating in various parts of the world, it is important to have a
proper tracking system so as to track the delivery of the products that are being produced and
supplied by the company. E-commerce Delivery management system is a kind of software that is
the most cost effective tool so as to management the delivery of any business. It supports almost
all types of business while proving to be effective for courier and logistic industries (Izzah, Rifai
& Yao, 2016). It is in one of the most flexible management system that needs to be set up by any
e-business company to ensure smooth delivery of services in the targeted destinations while
ensuring data integrity and reducing the overall cost of the process. Implementing a proper e-
commerce delivery management system in business operations allows business to operate the
unique demands that are requested by customers over nationwide in their delivery management
process (Pei, Wu & Dai, 2016). It is designed in such a way so as to feature powerful delivery
while capable of delivering order while fulfilling the demands of the customers.
Another issue that is faced by the company is that although it has its customer support
phone lines open for 24 hours, but in order to deal with the Australian based customers the
company needs to have a separate online customer support portal serving the Australian
customers. This is required because, as the company of Wong Enterprise is a Shanghai based
company hence it will face problem to serve the customers of Australia having a separate time

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zone where Australian customers will be 2 hours ahead of Shanghai. Hence in order to serve the
customers of Australia, the business needs to have a proper online customer support portal.
Finally, the Wong Enterprise also needs to have a proper learning management system in
place so as to train their staffs in dealing with the international customers while satisfying their
demands and conveying the same to the business process in an effective way. A proper learning
management system in place helps e-commerce business to better understand their customers
while satisfying them through their advanced services.
Recommendations for Wong Enterprise to improve their business process while overcoming
the existing problems:
1. As the company of Wong Enterprise, tends to expand its business serving the Australian
customers as well, it is very much required to implement proper IT infrastructure so as to
support all of its deliveries and tracking them regularly and efficiently (Chaffey, Hemphill &
Edmundson-Bird, 2015). Thus it is recommended to use one of the efficient delivery
management systems like Deli force so as to track its delivery of furniture items internationally.
The Deli force delivery management system helps in bridging the gap between e-commerce
businesses and their logistic supplies while helping the company to carry out hassle free delivery
of its products internationally. Using the Deli force advanced delivery management system
within the business process of Wong Enterprise would help in increasing the number of
deliveries of furniture items worldwide while increasing the accuracy of the route planning
method. It will also help in utilizing resources wisely and increasing the efficiency of the real tie
tracking method of the business system (Alsabawy, Cater-Steel & Soar, 2016).

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2. In order to meet the Australian based customer demands, it is thus recommended to implement
strategies and platforms for a separate online customer portal especially serving the Australian
customers while meeting their demands (Sá, Rocha Gonçalves & Cota, 2017). Hence it is
recommended to implement an integrated Enterprise Relation Management system like
Marginify which aims at increasing the margin of any business types. It is an end to end online
application with integrated product management system, shipping management system,
inventory management system and invoice management system so as to assist the customers with
their demands and services. Implementing the Marginify online application within the business
of Wong Enterprise will help the company to reach out to its Australian customers while setting
up their online shop services and customer support system based on the time zone of Australia
(Jerath, Kumar & Netessine, 2015). The online customer portal of Marginify will not only help
the business of Wong Enterprise to reach out to the Australian customers but it will also help the
business to focus on other countries of the world providing huge support for their online
businesses. The online customer support portal of Marginify will operate for 24/7 while helping
the Wong Enterprise to assist their international customers with their advanced services and
products.
3. Finally in order to help the e-business of Wong Enterprise to implement a customized
Learning management system within their business process so as to assist their staffs with
training and support, it is recommended that the business adopts suitable strategies while
implementing proper planning related to the business requirements consulting with the vendors,
configuring the business process with suitable system functionality and capabilities, structuring
out the courses that are required to be trained to the staffs so as to serve the customers, migrating
the data along with the course and finally after testing the services going live with the Learning

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management system (García-Holgado, García-Peñalvo, Hernández-García & Llorens-Largo,
2015). In this respect, the business of Wong Enterprise can make use of the Docebo learning
management system which provides complete solution of all the above mentioned criteria while
helping in delivering suitable support and training to the customers. It is one of the users friendly
LMS having features to browse preview and purchase the training categories as required by the
staffs.
As the business of Wong Enterprise is planning to move forward while expanding its
services internationally it needs to have suitable strategies which will help it in improving the
business services and operations while offering more advanced services to their customers
(Sharma & Lijuan, 2015). As many other businesses of all kinds are moving towards online
business platform hence the company needs to stay ahead within the competition market while
adopting certain strategies. For online businesses, satisfying the customers and meeting their
needs should be the first and foremost area of concern where the Wong Enterprise needs to stay
ahead of.
Answer to Question 2:
Recommendation to improve business services of Wong Enterprise
Certain recommendation for Wong Enterprise, to improve its business services are as follows:
1. Implementing a proper Customer Support Forum:
Internet has always been the place for all types of information and support as required
during times of need and this is the place that business platforms must take advantage of so as to
improve their services. For online business platforms, the use of customer support form has
always been the most effective way to communicate the needs and demands of customers while

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understanding their concerns (Harwood & Garry, 2015). Online customer support forums are one
of the part of web nowadays with all the different ways by which businesses can communicate
and approach to their targeted customers. People gets more attracted towards discussion forums
where more than one topic gets geared up during the discussion while helping business
organizations to point out the common demands that are being made by customers or any type of
complaints regarding their services as offered (Hsieh, 2015). While implementing suitable
customer support forum, the business of Wong Enterprise can bring in new content creation to
their audiences providing information about their services and various products of their furniture.
It will help the organization to create a unique presence over the web while attracting more
customers towards their services and products. Implementing a customer support forum will also
help the business to connect with their customers with new contents or ideas about their future
products while receiving recommendation or ideas from their customers helping to stand out
within the market competition (Trivedi, Asamoah & Doran, 2018).
2. Implementing tools to schedule and automate posts related to the services offered by
them via online platform:
Use of social media has always attracted users towards having conversations and placing
their demands. This is what online busies platforms can make use of in order to stay ahead in the
competitive world (Effing & Spil, 2016). Various social media tools are available helping
businesses to automate and simplify their services while meeting the social media demands of
their customers. The organization of Wong Enterprise can make use of Power post maker so as
to create and distribute their contents related to their products for publishing them to targeted

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platforms. Implementing power post helps in managing the Word press blog while easily
focusing on the team work and enabling business to create a collaborative design of workflow
including creating, scheduling and editing contents related to their posts (Alford & Page, 2015).
The organization of Wong Enterprise can also make use of the social ranking tool that combines
the existing audiences within an infrastructure of machine learning so as to anticipate the needs
of the consumers. Use of Buffer will also help the company to schedule its social media post on
the different newly launched products and furniture items while automatically distributing them
in channels for initiating maximum engagement. This kind of tool also helps in adding tweets,
quotes, articles based on the product that will help the organization to increase their social media
performance and also improve its website traffic and number of visitors visiting their posts.
Implementing automation tools within the business process of Wong Enterprise will enhance the
online presence of the business while helping it to improve its business performance through
regular feedbacks and recommendations from customers.
Implementing such kind of tools within the company will make the business reach to its
success level by leveraging the integration of social media and customer support forum within
their business process.
Conclusion:
Thus from the above report it can be concluded that implementing the proper strategies
within online business platforms is the major step forward that every online business should take.
Owners of small or medium size business like that of Wong Enterprise, who are planning to
expand their business over international platforms should be more keen towards adopting ways
so as to be aware of the importance of marketing strategies. Implementing proper tools and

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techniques helps an organization to utilize the skill set of the employees working for the
organization while helping to develop creative approaches to serve the customers with better and
quality products and services.

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References:
Aithal, P. S. (2015). Concept of Ideal Business & Its Realization Using E-Business
Model. International Journal of Science and Research (IJSR), ISSN (Online), 2319-7064.
Alford, P., & Page, S. J. (2015). Marketing technology for adoption by small business. The
Service Industries Journal, 35(11-12), 655-669.
Alsabawy, A. Y., Cater-Steel, A., & Soar, J. (2016). Determinants of perceived usefulness of e-
learning systems. Computers in Human Behavior, 64, 843-858.
Chaffey, D., Hemphill, T., & Edmundson-Bird, D. (2015). Digital business and e-commerce
management. Pearson UK.
Effing, R., & Spil, T. A. (2016). The social strategy cone: Towards a framework for evaluating
social media strategies. International journal of information management, 36(1), 1-8.
García-Holgado, A., García-Peñalvo, F. J., Hernández-García, Á., & Llorens-Largo, F. (2015,
July). Analysis and improvement of knowledge management processes in organizations
using the business process model notation. In Annual Conference of the Global
Innovation and Knowledge Academy (pp. 93-101). Springer, Cham.
Harwood, T., & Garry, T. (2015). An investigation into gamification as a customer engagement
experience environment. Journal of Services Marketing, 29(6/7), 533-546.
Hsieh, P. L. (2015). Encounters in an online brand community: development and validation of a
metric for value co-creation by customers. Cyberpsychology, Behavior, and Social
Networking, 18(5), 286-295.

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Izzah, N., Rifai, D., & Yao, L. (2016). Relationship-courier partner logistics and e-commerce
enterprises in malaysia: A review. Indian Journal of Science and Technology, 9(9), 1-10.
Jerath, K., Kumar, A., & Netessine, S. (2015). An information stock model of customer behavior
in multichannel customer support services. Manufacturing & Service Operations
Management, 17(3), 368-383.
Laudon, K. C., & Traver, C. G. (2016). E-commerce: business, technology, society.
Mazzarol, T. (2015). SMEs engagement with e-commerce, e-business and e-marketing. Small
enterprise research, 22(1), 79-90.
Pei, Y., Wu, K., & Dai, L. (2016, May). An Empirical Research on the Evaluation System of
Cross-border E-commerce. In WHICEB (p. 40).
Sá, F., Rocha, Á., Gonçalves, J., & Cota, M. P. (2017). Model for the quality of local
government online services. Telematics and Informatics, 34(5), 413-421.
Sharma, G., & Lijuan, W. (2015). The effects of online service quality of e-commerce Websites
on user satisfaction. The Electronic Library, 33(3), 468-485.
Trivedi, N., Asamoah, D. A., & Doran, D. (2018). Keep the conversations going: engagement-
based customer segmentation on online social service platforms. Information Systems
Frontiers, 20(2), 239-257.