Posted: August 4th, 2022

Process Improvement

Process Improvement
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Institution

Process Improvement
Based on experience interacting with a particular e-commerce company, I have noted that they need to change their Customer Relationship Management (CRM) process. Poor CRM damages a company’s reputation, which has the power to influence customer retention, sales and, ultimately, the profitability of the business. I noticed that the company lacked professional and trained customer service agents since some of the agents would secretly divert sales from the company sending them to their personal suppliers and benefiting from the profit that the company should have made. The agents would sometimes not respond to customer enquiries because they do not comprehend customer needs, and every so often, reviews on the website would point out poor services from the company’s customer care.
If a system is implemented to alleviate this issue for the business, the company will stand to enjoy improved customer retention, better-managed business relationships, and requests and complaints would be handled better, leading to customer satisfaction and improved business. However, the system would need to comply with certain user requirements to fulfill its need. One of the requirements is the feature requirements, particularly contact management. This will include a software that enables users to easily store and find customer contact information tracking all information and communication activities between customers and the company’s agents. The second requirement is the business requirements, including a documented problem solution pairing that all employees must learn and understand. This will serve as a good reference point for agents as they respond to customer enquiries.
The third user requirements are the non-functional requirements that entail scalability, backup, availability, and system cost. While this system is meant to mitigate CRM issues for the company, it also needs to expand its use with the expansion of the business; it also needs to be available 99.9% of the time, needs to be affordable and provide full database backup the event of failure. The system must also be able to satisfy functional requirements, such as promptly responding to customer needs. Implementing a bot to respond to frequently asked questions can help with ensuring all customers have been served. Lastly, the system’s design needs to cover all stakeholder and user requirements to be deemed reliable. As such, developers need to work with a brief from the users to serve as a blueprint for implementation.

References
Chipman, S. (2016, September 27). Five levels of CRM requirements. Retrieved from https://crmswitch.com/implementing-crm/five-levels-crm-requirements/
Indydesk. (2020, January 8). Why customer relationship management is important? Retrieved from https://medium.com/indydesk/why-customer-relationship-management-is-important-1cb26e1fbf66

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