IT 210 Final Project Milestone 2 PDF

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IT 210: Business Systems Analysis

IT 210 Business Systems Analysis 5-1 Milestone Two: Technology Solutions and Recommendations Joseph Devine Southern New Hampshire University

IT 210: Business Systems Analysis

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Competitors and Technology The online retailor Zappos sells shoes and clothing. This company has been nothing but successful since it started in 1999. The company has always believed in being adventurous, building honest open relationships leading to excellent customer’s service. By using these values and believes have let the company to always stand out and be a trend setter in e-commerce. In 1962 in Brookfield, Wisconsin the first Kohls department store opened as an off hot of the Kohls grocery store, which started in the 1920. The mission of kohls is to be a leading family-focused, value-oriented, specialty department store offering quality exclusive and national brand merchandise to the customer in an environment that is convenient, friendly, and exciting. Both of these examples believe ensuring customers receive the best customer service while still having the highest of business standards.

Technology Solutions Technology One: Wireless, mobile, computing, and mobile commerce. This technology scored well when we completed the decision matrix for all technical requirements listed by the ownership of Son of A Stag. 

Technological requirement #1 – Integrate online shipping: Wireless, mobile computing and mobile commerce assists in integration of online shopping through real-time wireless connection between mobile devices and the internet. When customers use a wifi connection and data services, they can browse websites to purchase products, interact via email and social media, and read books.

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Technological requirement #2 – Manage Inventory and Shipping: With this a company can manage inventory and shipping. The Son of A Stag management will be able to see all inventory in real time, they also are able to see orders being placed and what is scheduled for shipping, all from a cell phone. As noted by this article “before the advancement of mobile technology, companies used spreadsheets, barcodes, and other inventory tools to manage inventory and shipping, but now with mobile computing and mobile commerce, they can do more efficiently.” (www.commandmobile.com)

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Technological Requirement #3 – Provide order status checking and online payment processing: This technology allows the Son of A Stag staff to check order status and process online payments via mobile commerce solutions. Using the technology allows customers to purchase anytime and anywhere right from there phone.

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Technological Requirement #4 – Facilitate collaboration internally and externally: When we utilize wireless and mobile computing our employees are able to stay. While utilizing a cell phone we can respond to text messages and emails. Customers can conduct transactions from anywhere using mobile commerce.

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Technological Requirement #5 – Manage customer contacts: Again in this situation mobile computing will allow a business to access there customer base using all the customer information stored inside the database. Inside that database we can house telephone numbers, mobile telephone numbers, and establish a customer relationsihip management app. The benefits of a CRM is improved

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informational arrangement, enhanced interplay, improved customer support, task automation, team work efficiency, and improved reporting and analysis according to Victor Iryniuk from Nethunt CRM. 

Technological Requirement 6 - Provide reporting, Mobile computing can facilitate reporting. In todays society customers have a desire to be connected 24/7. Utilizing cell phones and lap tops our staff can be in touch. We can answer questions either through messages or live. According to the Strategic Growth Concepts “mobile technology allows people to use company data and resources without being tied to a single location. Whether the staff is in the office, travelling to meetings, or even working from home anywhere on the globe, mobile devices can help them keep in touch, be productive, and make use of company resources.” (http://www.strategicgrowthconcepts.com).

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Technological Requirement 7 – Manage the current store front processes: A point of sale system will help engage the customers and hopefully increase customer satisfaction and engagement. When we start to make the integration of a point of sale system it can be difficult at times for a small business according pointofsale.com. The cost is one of the driving factors in help increase the technological system.

Technology Two: Social Computing This technology also scored “yes” when we put it through the design matrix for the technical requirements listed by Son of A Stag, except for requirement #2. 

Technological Requirement #1 – Integrate online shopping – With social computing we will easily be able to integrate online shopping. The hope is we

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can boost sales by using banner ads on social media like Facebook, snapshat, twitter, and Instagram. The hope is we will increase sales utilizing these social media platforms. 

Technological requirements #2 – Manage inventory and shipping: This technology does not allow business to manage inventory and shipping.

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Technological requirements #3 – Provide order status checking and online payment processing. Social computing can allow for online payment processing. Today with PayPal and Venmo they can integrate with Facebook and other platforms. Some of the apps like Venmo have tried to bring in a platform that is similar to Facebook.

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Technological requirements #4 – Facilitate collaboration internally and externally: Yes, utilizing social computing can facilitate collaboration internally and externally between employees and customers. The world today is ever changing, and social media technology is guiding it. The idea of social computing when it comes to collaboration is to better engage the employees and customers. We do this through including the requirements and preferences by observing their behaviors on social media.

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Technological Requirement #5 – Manage customer contacts: Managing your customer contacts can assist the management and employees. We will utilize all social media platforms (twitter, Instagram, snapchat, Facebook). According to the article “Integrating Social Media and Customer Relationship Management” social media is used to engage customers into businesses with

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the companies utilizing relationship management software. Utilizing that technology helps gain unlimited access to consumers.

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Technological Requirement #6 – Provide Reporting: Social computing does provide reporting. It tells you when people are on your site and what they are doing. It can tell you about organic hits or forced hits.

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Technological Requirements #7 – Manage the current brick and mortar processes: Social computing can help you manage your advertising and help drive sales upward though our online interactions while in the store.

Recommendations So we have to look at the models that have been successful. That brings us back to the online retailor Zappos. They have an uncanny ability to understand the need of customers and the fact they are busy. The ability for them to have access to the site at any given time wherever they are is amazing. Zappos’ capitalize on this by having a user friendly website and mobile applications. They don’t pressure but if you have an account they are able to tailer and remember things you have looked at so they can bring them back in front of you. Zappos’ has made it there business model to understand and use all different type of technology solutions which allow this business to be successful. After looking at the decision matrix for Son of A Stag I would recommend they prioritize there efforts in Social Computing and mobile commerce and computing technology. We need to develop a mission, strategic plan, and values. We need to make sure all employees and managers understand what we are trying to

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do to attract customers. Just because we make a recommendation of what type of technology to use they still need to develop a plan for implantation.

Technology Solutions Going off of the results of the decision matrix and after listening to the ownership of Son of A Stag, it does appear Social Computing and Wireless, Mobile Computing and Mobile technology would work together to enhance our users experience. This is going to allow Son of A Stag to establish themselves in the e-commerce platform while also improving our storefronts. QAs we stated earlier the current website is outdated and very basic, so we need to have an investment in web design as well. Overall Benefit So why would a company want to invest in e-commerce? Its simple: 1. Faster purchases 2. Increased customer experience 3. Direct connections to customers 4. Reduces the cost of advertising If Son of A Stag makes the decision to move forward with these technology recommendations they would be able to provide all products they currently have in there store front and enter the online world. It also meets the requirements established by the ownership to complete in an online market and be successful and competitive against competitors.

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Decision Matrix

Tech #4 Facilitate collaboratio n internally and externally (with staff and customers) Yes

Tech #5 Manage custome r contacts

Tech #6 Provide reporting

Tech #7 Manage the current brick-andmortar processes

Yes

Tech #3 Provide order status checking and online payment processin g Yes

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Yes

Yes

No

No

Yes

Yes

Yes

Yes

No

Yes

No

Yes

No

No

Yes

Yes/No

Yes

No

N0

Yes

Yes/No

Yes

Yes

Yes

No

No

No

Yes/No

Yes

Possible Technology Solutions

Tech #1 Integrate online shoppin g

Tech #2 Manage inventor y and shipping

Big data and knowledge managemen t Wireless, mobile computing, and mobile commerce Social computing Cloud computing Business analytics and business intelligence solutions Intelligent systems

Yes

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References

Enterprise Social Media Management, Social Media Analytics Solutions. (2016, July 25). Retrieved April 02, 2019, from https://www.happiestminds.com/services/socialcomputing/

How Zappos wins at apps by leveraging mobile moments: Forrester. (n.d.). Retrieved April 03, 2019, from https://www.retaildive.com/ex/mobilecommercedaily/howzappos-wins-at-apps-by-leveraging-mobile-moments-forrester

Integrating Social Media and Customer Relationship Management. (n.d.). Retrieved April 03, 2019, from http://crmsearch.com/social.php...