Ict352 Ict Project Management For Assessment Answers

Answer:

Title of the project

Upgrade of customer relationship system in Tier One Suppliers Insurance Group

Scope overview

The Tier One Suppliers Insurance Group (TOSIG) planned to upgrade of information systems with new customer relationship system. The scope of this system is development as well as maintenance of long term relationships into significant markets. The scope of the system is defined as per constitutes, how long term value is created for as well as with them along with the benefits of doing consequently. The project goal is implementation of customer relationship management to increase in value due to sales from the satisfied customers. The deliverables of the project is project charter, milestone schedule report, and project progress report and risk management plan. The features of the system are that creating of business value for customer as well as organization for longer term.

The upgrade of customer relationship system manages and coordinates to ensure that value propositions are being created, interacted as well as delivered to the customers. The functions are capturing of information about the potential customers. The system can track the customer’s requirements and its purchasing behavior. The system includes of information which helps with the customer services. The system provides access to the customer’s purchase as well as service contract data in addition to information of product. The project tasks are planning, scheduling, budgeting, determining of project resources, and implementation of the customer relationship system in the business operations of TOSIG. The time required to complete the project plan is 2 months with a budget of $10000. The project manager plays a key significant role into the project plan.

Business case

Tier One Suppliers Insurance Group (TOSIG) offers of insurance to the tier one suppliers for improvement into buildings, fencing, storage silos, and machinery as well as stock yards. It offers of insurance for the crops. The organizational strategy of TOSIG is maintaining of existing customers and increasing number of insurance products provided to the clients. The organization is facing problems that there are missing opportunities to sell of insurance as the agents have no ability to receive of reports into the field. Due to traditional information system, the agents take time to enter information into the system from site visit forms. The management level of TOSIG planned to upgrade of information systems such as new customer relationship system (CRM). The agents are issued with tablets where the customer number is entered and the form is prepopulated by means of client as well as policy information. The proposed customer relationship system helps to reduce amount of time agents are spending to enter the data. It will issue with the laptops and Smartphone to integrate with TOSIG systems that will move to the cloud. The goal of this information system is to reduce overhead costs.

CRM is such a system that is aimed to improve relationship with the existing customers and finding the perspective of the customers. This proposed system helps to collect as well as organize of the customer’s information. Implementation of the CRM strategies provides advantage to the business ventures of TOSIG. The benefits that the organization is hoped to achieve by upgrade of CRM are obtaining of better level of customer satisfaction. By this strategy, the organization is dealt with marketing as well as selling of the products to the customers in proper way. It helps to improve understanding of the issues and help to increase loyalty of customers. CRM strategy increases revenue of the organization by ensuring that product promotion reaches at different levels. CRM strategy helps to build up better communication into the company. It increases profitability of the company and enables better services to the customers. CRM is able to understand requirements of customers along with their behaviour. The proposed system will optimize the marketing resources effectively. As the system helps to consume time of the agents, therefore it makes profit into customer groups.

The rationale of the proposed customer relationship system is that the system helps to build of better relationship with the customers. It creates of loyalty as well as customer retention. As the loyalty of customer, revenue is of good quality, and then it affects the company’s revenue with management strategy of CRM to increase profit for TOSIG. The system also increases of team collaboration those manage the implementation of the system where the management team has good idea to learn. The proposed system reduces the overhead cost where the agents are able to schedule the meetings. The clients are able to better resolve of their client’s concerns. The system provides of database that each of the employees can access to keep separate spreadsheet as well as contact database into the computer. The project team members word hard to complete the project plan within scheduled time as well as budget.     

The agents of TOSIG are resistant with the cloud based system such that it aware to enable TOSIG for tracking of movements. The total budget of the project plan is $10000 to investigate of the new system. The proposed system is consisted of historical view as well as analysis of the acquired customers. It helps to reduce searching of the customers along with overseeing of the customer requirements and increasing the business profitability.    

Background

TOSIG evaluates and selects of customer relationship management system solutions for their business operations. The company is offering of insurance to the tier one suppliers for crops. The organization is maintained of existing customers in addition to increased number of insurance products offered to the clients. The company grows the business by raising the sales of insurance products which are offered to the clients. The current process of TOSIG is consisted of entering the information and details of insured into the form. The agent discusses with the insured about the changes into polices and insurance products. The agent then re-enters information into the organizational system as well as receivers of report on property. The company does not have ability to receive of report into the field. The agents are spending more time to the office for entering of information into the system from the site visit forms. CRM system is not an application of technology but it is also a strategy to learn needs of customers and their behaviour for development of stronger relationship with the organization. It ensures that the customers are served with best possible way as well as the business can achieve of customer’s value.   

Milestone schedule with acceptance criteria

Risks, assumptions and constraints

Assumption and Constraints:

Following are the assumptions which are taken into consideration while preparing the project plan such as:

• The TOSIG employees are willing to change the business operations for taking advantage of the functionality which are offered by the new customer relationship management system.
• The management will make sure that the project team is available as required to complete the project activities.
• The project manager and employees will participate into timely project execution plan.
• The project team will adhere towards the communicational plan.
• There are failure to identify the changes into time specified in the timeline will result into project delays.
• All the project participants should abide to the guidelines identified into the project plan.
• The project plan will change as new information as well as issues are being revealed.

The project constraints are that there are limited funding sources with no contingency plan. There are inconsistent of availability of the resources.

Stakeholder list

The list of stakeholders into the project plan is:

Conclusion

It is concluded that the proposed CRM system will improve the customer services and gain of customer experiences. The proposed system provides the business with strategic advantages. The system allows the agents to understand needs of the customers along with transactional files. The proposed system is useful to identify the potential customers and kept track of the profiles into the existing clients. Growing business of TOSIG utilizes the CRM system which encounters higher number of accessible customers. The proposed CRM system helps to close faster deals by facilitation of quicker as well as efficient responses to the customer requirements. The system enhances effective cross as well as up selling of the products. The system facilitates of better along with effective communicational channels. The main aim of this report is to better understand the customers. The system is to be connected with the external data sources include of accounting systems. There is an opportunity to help the sales individuals connect with the prospects at particular time. The proposed system fosters the team culture along with improves communication as the individuals are shared of information, collaborate as well as gain of better understanding of the business areas in the organization.

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