Analysis of Management Information System: Smart-phones and CRM

This report explores the use of smart-phones in businesses like Llyod’s Construction and CPS Energy, addressing challenges and solutions related to employee adoption and strategic implementation. It further discusses the advantages of Customer Relationship Management (CRM) for companies such as Churchill Downs and Berlin Packaging, highlighting benefits like improved customer recognition, increased revenue, faster deal closures, and enhanced customer loyalty. The report also examines different types of CRM systems and emphasizes the importance of data security and privacy in maintaining customer trust. It concludes that strategic partnerships facilitated by internet technologies are crucial for business growth, enabling better service delivery and stronger customer relationships. Desklib offers a platform to access similar solved assignments and resources for further study.

Running head: MANAGEMENT INFORMATION SYSTEM
Management Information System
Name of the student:
Name of the university:
Author Note

1MANAGEMENT INFORMATION SYSTEM
Executive summary
The following report discusses the various methods in which Llyod’s Construction and CPS Energy
is using smartphones making their processes smarter. Various reasons and solutions are analyzed as
multiple challenges are encountered from employees in using those devices. Further, the different
advantages in deploying Customer Relationship Management or CRM for companies like Churchill
Downs and Berlin Packaging are also demonstrated. Lastly, different CRMs are researched for those
organizations.

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Table of Contents
Introduction:..........................................................................................................................................3
Task 1: Running a business through smart-phones:..............................................................................3
1.1. Methods with which given organisations can use the current technology:................................3
1.2. Various reasons and solutions for improving reception of current initiatives:...........................6
1.3. Ways in which internet technologies help business from strategic alliances:............................7
Task 2: Secret of CRM and Data:..........................................................................................................8
2.1. Discussion on Customer relationship management:...................................................................8
2.2. Discussion on different types of CRM:....................................................................................11
Conclusion:..........................................................................................................................................13
References:..........................................................................................................................................14

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Introduction:
MIS or Management Information System denotes to the computerized database containing
financial data. This is programmed and organized to produce constant reports regarding operations at
all levels. This also helps in retrieving individual stories efficiently from the system.
The following report analyses the running of business on Smartphone for various small and
big sized companies. Further, it has discussed many secrets to CRM within data.
Task 1: Running a business through smart-phones:
1.1. Methods with which given organisations can use the current technology:
It is seen that Lloyd’s construction and CPS Energy has been making current methods more
effective.
For CPS Energy:
i. Facing preliminary challenges:
First of all, it has been helpful to face primary challenges. CPS Energy has been employing a
significant amount of domestic mobile and field workers performing construction, excavation and
many manual labors. Here, the initial and most vital problem to deploy the smart-phone to that
massive user base has been retrieving executive buy-in (Laudon and Laudon 2016). For the
organization, one of the most substantial challenges has been the perception that the technology has
been bringing other than e-mail and costing a lot. This has been happening continuously. Research is
done on carrier and device pricing. They have represented a business case that has demonstrated new
Blackberrys. Various other high-end Smartphone has not been costing about 400 to 500 dollars that

4MANAGEMENT INFORMATION SYSTEM
they have been once doing. These devices were so cheap that CPS has been unable to afford to do
that experimentation.
ii. Innovative experimenting with digital cameras:
The innovative method through which CPS staffers have been employing Smartphone has
been using digital cameras at worksites. This is because of GPS tracking mechanism and various
emergency notification receivers. However, the subject of GPS tracking has been much touchy, and
the app has been only under pilot testing (Schwalbe 2015). It was seen that at past CPS has been
needed to dispatch a small team of “generalist” workers for service calls. It has also been helpful to
ensure that the proper person has been present. Currently, single employees have been able to visit
any site and then take photos of different prices of tools or infrastructure. Then they are needed to
send that back to the office of headquarters of CPS Energy. Next, the issues are diagnosed by experts
and the instructions are sent to fix problems and dispatching those proper workers. These people are
immediately available through SMS text, e-mail and voices through smart-phones.
iii. Business payoff:
Here the ultimate aim of Magellan Program has been to help CPS energy automate. This includes
automation of daily processes as possible, and smart-phones deployed that has been contributing to
that objective in various ways. This Magellan program by using smart-phones and external
technologies has been empowering employees. This has been irrespective of what work is done and
turning out to be the part of a higher network of the company. Here, every individual has been like a
node to the system (Garabedian, Ross-Degnan and Wharam 2015).

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For Lloyd’s Construction:
The mobile technology has been providing different services to various types of residential
clients. At present, Lloyd’s Construction has been using their dumpsters for hauling away what has
been demolished. By utilizing resources that are already owned by the company, they can rent
different unused dumpsters for clients needing to dispose of a considerable quantity of wastes
(Fountas et al. 2015). Moreover, the organization has been able to create any simple application for
allowing clients for scheduling and paying deliveries and pickups. This has been letting the
organizations utilize technologies offering extra services along with present resources.
The software of mobile-productivity has been the exclusive realm of giants like FedEx like
FDX, Fortune 500 and UPS or UPS or Fortune 500 has been under the range of Lloyd. The Apple of
AAPL, Fortune 500 iPhone or Verizon or VZ or Fortune 500 LG Voyager has been among various
others. They have been offering quick processors, huge storages and positioning techniques in
tracking the location of users (Pearlson, Saunders and Galletta 2016). This is done by triangulating
the proximity to different towers of a cellphone. They are to be led with software like “Verizon Field
Force Manager” and needed a mobile phone that must control the portability of the documents,
invoicing, record capturing and business automation.
i. Boosting team performance with wikis:
Here the service providers have been sensing that they have been over the cusp of the latest
market. Lloyd has been seeing them in getting to be more controlled for different business clients.
This has not just been standard connectivity. They have been considering different mobile-
productivity software suites prior setting at eTrace that has come from an organisation known as
GearWorks present around the town (Lee et al. 2014). This was local, however, has been working on

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Sprint Nextel’s i560 and i850. This has been aimed towards construction industry. They have
already begun buying those push-to-talk phones for weaning workers from dying radios.
ii. Advanced control panel:
The security of Lloyd has been using various respected names under the security industry.
These security panels installed by them have been profoundly easy to use and understand. Having
scopes of a security system, being wireless and hardwired, they have comprised of custom solutions
for what they have fitted all the needs.
iii. Ease of usage:
For keeping various things secure and friendly, the intrusion detection systems can be used
effectively. Here, the keypad has been used to disarm or activate alarm systems has been highly
effective in reading and operating (Xu and Zhu 2015). Having the security control keypad of Lloyd,
users get access to system irrespective of them are on site and remote with tablet and smart-phone.
1.2. Various reasons and solutions for improving reception of current initiatives:
The ideas are discussed hereafter. First of all, during the time of IT transition, managers lack
the duty for making employees comfortable. This is because most of them have not been tech savvy.
The management is unable to opt for technologies wisely to meet the primary objectives of the
enterprises and ease of usages. The different pieces of training have been customised and simple.
The case for latest technologies has been clear, and the benefits are explained carefully. As done
correctly this has been highly developing acceptance. Further, the new technologies are not built into
a routine of workers from the starting date.
To mitigate those challenges, separation of corporate data from personal data is essential.
The above organizations also need every corporate data to get encrypted over the device, and all

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those devices must be secured with passwords. The business also never required activities and
personal data in intermingling with the corporate data (Moran and Morner 2017). Moreover, the
technology has been keeping that distinct and thus it has been the question to adjust those policies
regarding what have been the acceptable usage of applications and various other contents at work.
1.3. Ways in which internet technologies help business from strategic alliances:
Internet technology benefits business from strategic partnerships with suppliers and
customers. This also allows competitors, consultants, mergers, acquisitions, joint ventures and
various virtual companies. In this way, various new business alliances and linkages have been
assisting the above organizations in communicating, collaborating and sharing data that has never
been possible. Thus through deploying strategic partnerships, companies can supply better quality
services and products for creating trusting bridges with those alliances (Stark 2015). Further,
maximum of those customers have needed real business relationships having partnerships for
knowing more regarding developing of services and products to get more convinced in product
quality and service performances prior they start any deal. Thus it can be said that Information
Technology has not been sufficient to create real satisfaction with mutual collaborations with
customers. However, it is useful to develop co-operation and links for building future business
relationships between customers and alliances.
For instance, IT can be considered as a tool like paper and pencil. This is helpful to develop
situations regarding strategic alliances. It is much more useful to make that alliance working.
Moreover, it has been strengthening partnerships. In this way, strategic partnerships are created
through people looking at others in the eye and then trusting others. This has been getting the way of
that intangible moment (Peppard and Ward 2016).

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Task 2: Secret of CRM and Data:
2.1. Discussion on Customer relationship management:
CRM or Customer Relationship Management has been bringing various advantages for
companies like Churchill Downs and Berlin Packaging. This has been indicating to different
guidelines, practices, principles followed by the companies has been following while making
interaction with clients. The complete relationship from the point of view of business has been
encompassing interactions directly with customers like sales and various service-related procedures.
Then the behaviors and trends are analyzed and forecasted. At Last, CRM has been serving to
develop the overall experience of the customers (Nyadzayo and Khajehzadeh 2016). Thus with
advent of internet and various other related technologies, the customers gets concerned regarding
privacy and security of personal data. In this way, the businesses have required to assure the analysis
and storage of customer data having the highest levels of protections. This has been against various
cyber criminals. This it is helpful to determine theft and various other security breaches. Therefore, it
has been indicating to various technology systems that Churchill Downs and Berlin Packaging has
been able to engage to control external interaction with clients ate every points during customer
lifecycle. This has included discovery, education, purchasing and post-purchase phases. The various
benefits are highlighted hereafter.
Facilitating
discovery of new
customers
They are helpful to recognize their potential customers. They have been keeping
tracks of profiles of current clientele and using them for finding people to target
most of the clientage outcomes (Eichorn 2018).
Rising customer
revenues
The CRM data has been assuring coordination of various marketing campaigns.
They have been filtering data and making promotions for not targeting those
who have purchased those specific products.

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Helping sales
team to close
deals much
faster
The above companies have witnessed a dramatic decline around the turnaround
time.
Developing cross
and up-selling of
products
They have been helpful to anticipate various relevant purchases from their
customers.
Simplifying
marketing and
sales processes
It has been helpful to assure proper delivery of customers and communications
and fast reactions for inquiring and getting feedback from customers (Greve and
Schlüschen 2018).
Making the call
centers useful
CRM has been helpful to rise time spent by sales personnel with their current
customers every day. The benefits are calculated through finding various
service calls that are made by sales personnel.
Developing
customer loyalty
The above organizations can promote services to latest prospects by
testimonials from their loyal customers.
Creating smart
internal
communication
CRM has helped Churchill Downs and Berlin Packaging to share the customer
data at remote places. Moreover, it has raised the profitability of the business as
the staffs have no longer needed to move physically in search of customer data
from various departments (Soltani and Navimipour 2016).
Facilitating
optimized
marketing
CRM software has been providing ideas regarding most lucrative customer
teams to their sales representatives. Moreover, optimized marketing has used
business resources in a meaningful manner.

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Thus it is seen that CRM or has been inserting substantial effects on business revenues.
Through deploying proper CRM, Churchill Downs and Berlin Packaging the customer loyalty and
customer relationship are created. Moreover, it has been able to change the way to communicate
with customers. This has been automating the internal process. This indicates that lesser amount of
work is to be done manually. Thus more time is needed to focus on the customers. In this way
through assimilating the system under the business has brought bringing various problems. These
have been cropping up during the period of implementations (Tsou and Hsu 2017). Moreover, there
have been multiple disadvantages and advantages that are rough to the software for any business.
The numerous additional benefits that CRM has been bringing to the organization are highlighted
hereafter.
This has been helpful for managing every customer data at a single place and permitting
employees to be become more productive and useful through tracking history of customers. Thus
this has been including reminding meetings and sales calls. This has been helping to control the rise
in a database and speeding up the process of growth (Padilla-Meléndez and Garrido-Moreno 2014).
Moreover, it has been helpful to centralize data. Here the process has turned out to be automated
through sending auto emails and SMS to their customers. It has been creating a long-lasting
relationship with clients through little and meaningful activities. Lastly, it has been helpful to find
out where and how to make the developments for the business. Here, for instance, the company can
analyze the integration of business strategy having other additional CRM services and different
third-party applications.

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2.2. Discussion on different types of CRM:
The various kinds of CRM technologies are illustrated in the following table.
Types of
CRM
Discussion Business Values Researched Examples
Operational
CRM
It has been
streamlining business
processes. It creates
leads and converts
them to contacts. It
captures much-needed
details and providing
services across
customer life-cycle
It helps in sales
automation to set a
standard under the
organizations. This
acquires new customers
and dealing with current
customers (Ritter and
Geersbro 2018)
For instance, at Churchill
Downs it has helped in
marketing automation for
seeking the most effective
methods for offering
approaches and products to
potential customers. Next it
helps in service automation
helping business to retain
customers through developing
healthy relationships.
Analytical
CRM
It helps in tip
management, sales,
support, marketing and
personnel in finding
better ways to serve
their clients (Liu 2015)
It is helpful to connect
customer data originating
from various sources.
Then they are examined
in a structured manner
It increased effectiveness and
investigated first
performances indicators set
by Lloyd’s Construction.
Collaborative
CRM
This is also known as
Strategic CRM and
It helps to unite every
group to aim at one goal.
For instance, feedbacks
received from support teams