How Do Information Technologies Contribute to the Business Success of the Companies Depicted in the Case?

MGMT-221 – Activity 1.7 1. How do information technologies contribute to the business success of the companies depicted in the case? Provide an example from each company explaining how the technology implemented led to improved performance. The use of information systems, more specifically – business intelligence tools, allows businesses to tailor their services to their clients and being in touch with economics understanding where they make money and where they do not. In the case of eCourier, the company wants to remain competitive in a market shared with 350 other courier services. Prior to eCourier utilizing business intelligence tools, the company issued electronic trackers via GPS for customer to track their packages online thus eliminating guesswork. Other competition caught on hence eCourier had to find a way to keep their customers and stay uniquely competitive therefore they started utilizing a software called SeeWhy. SeeWhy allows eCourier to interpret customer data by comparing it to clients’ historical data and trends such as timeframe of orders etc. Furthermore, the data and trend analysis allows eCourier to anticipate and tailor their services to their clients and scale resources (manpower). As for Cablecom, a telecommunication company that used statistical software to analyze trouble tickets, the duration the tickets are open, and amount of tickets for a customer over a period to build a model and prevent customer dissatisfaction. The trend analysis is a reactive model and was proven only 70 percent accurate. The company changed its strategy in analyzing and preventing customers from leaving and switched its analysis into an active model using surveys. Being able to determine customer dissatisfaction starts around the ninth month of service with service termination starting at 12th to 14th month, Cablecom’s customer relation was able to deploy surveys at moth 7 to determine customer satisfaction with a follow-up call within 24-hr of that survey. The...