Solution
Shubham answered on
Aug 03 2022
Running Head: PROJECT MANAGEMENT 1
PROJECT MANAGEMENT 7
PROJECT MANAGEMENT
Table of Contents
Introduction 3
Stage 1 3
Project guidelines 3
Business case 4
Stakeholder Analysis 5
Stage 2 5
Stage 3 8
Conclusion 9
References 11
Introduction
Branston ATVs was founded by Joe Bain in 1990 in Invercargill. It manufacturers all-te
ain vehicles and have high demand in Australia and New Zealand. The innovation and consistency are the factors which ensured that ATC remain a market leader. The motorcycle division was set in the year 2000 and it also falls in high performance segment. Due to increasing competition in the marketplace Branston wants to work on Customer relationship management solution so that it can be integrated with the existing system. At present the non-integrated form has posed a challenge for marketing and sales department to serve the customers effectively. Also, the reporting is not appropriate enough to enhance the effectiveness of the system.
Stage 1
Project guidelines
· The goals of the project is to integrate the silos of sales support, technical support and customer support so as to ensure effective customer relationship management. It also aims at organizing the customer information, track call logs and the queries of the customer so that effective communication can take place and customer satisfaction can be ensured.
· The Microsoft Dynamic 365 will be integrated with individual department software and CRM practices so that from customer acquisition to customer retention all the steps can be followed from one single source (Sabini & Alderman, 2021).
· The dealers information will be updated in the system so integrating them within the system for instance availability of spare parts, rush in the dealership or waiting time, raising complaints or providing solutions through dealers can also be accommodated effectively. The dealer issues can be easily tracked and the service improvement can be suggested to dealer to attract more customers to their store.
· The external consultants will be part of the project and Branston ATV will collaborate with them so that necessary and effective integration can take place.
· All the three support groups will be integrated so that together they can address the concern of customers.
· The cu
ent workforce who will be directly working on the CRM will be given extensive training so that they can operate the CRM efficiently and generate reports for their respective departments.
· The project will require 6 months time for implementation. This is to make sure that complete shift to new CRM package can be done.
Business case
The concern of Branston ATV is that the customer relationship management in the company needs transformation. Three different organizations are working within the company and they have their own CRMs to work upon. The ineffective and poor communication is impacting the business operations of the company. It is also posing a threat because company is not able to manage customer issues and also not able to take advantage of the opportunities it has ahead of it (Varajão, Trigo, Pereira & Moura, 2021). Though all the legacy programs were installed with distinctive features but there is a need to integrate them for the optimization of results and to achieve the goals of customer relationship management.
Basic budget
On-premise CRM
Cloud based CRM
Cloud + Edge
No of users
100
100
100
Application/Subscription
1,350,000
650,000
850,000
Implementation and customization
850,000
200,000
350,000
Training
150,000
150,000
150,000
Consultants
60,000
60,000
60,000
IT personnel
25,000
0
10,000
Maintenance/Upgrade costs
50,000
0
20,000
IT Infrastructure and Hardware
450,000
0
200,000
Stakeholder Analysis
· Customers: They get connected to different departments and find it difficult to communicate as they have to share he details of their purchase or product from scratch (Portny & Portny, 2022).
· Dealers: They need to get connected to different departments for the same customer over different calls. It is difficult for them to spare much time on same customer. The centralised process can be...