CRM at Minitex

CRM at Minitrex

Nirup Naidu Sama

Wilmington University

Running head: CRM AT MINITREX 1

CRM at Minitrex

Executive Summary

The thorough analysis of the case study has made it clear that the company, Minitrex, is facing many problems, especially in handling the customer data. Minitrex is a financing company that deals mainly in insurance and financing. However, the company uses multiple systems to handle customer information and this resulted in a situation where a customer has been called thrice in one week and yet the sales person of the company’s end does not know that the person being called is already one of their customers and has already been called earlier that week (McKeen & Smith, 2012).

The company mainly has two different divisions, insurance and financing, and each division has their own dedicated customer service for sales. The insurance department is led by Harold Blumfen, a non tech savvy person. Harold believes that computers are good at billing and handling accounting function but not in handling customers or information related to them. This division uses Credit administration systems to handle the payments and General Management Systems to keep track of products bought by the customers (McKeen & Smith, 2012).

On the other hand, the financing division, led by Mariella Hopkins, which provides financing services for the businesses. Financing division uses Management Business Center system which keeps track of the orders and statements of the customers (McKeen & Smith, 2012).

In addition to these, the company sales people use Customer Contact System to keep track of the information of the customers. In order to solve the company’s problem, the company should implement a common CRM tool capable of handling the information of the customers from all the departments (McKeen & Smith, 2012).

1. Explain how it is possible for someone at Minitrex to call a customer and not know (a) that this is a customer and (b) that this is the third time this week that they had been called?

Different departments at Minitrex uses different information management tools and these are not integrated into each other. As a result of this the information stored in one of the system is confined to people using that system. Since, the people using other systems do not have this information shared with them, it is possible that the sales person does not know that the person being called is already an existing customer or that he has been called earlier in the week (McKeen & Smith, 2012).

2. Outline the steps that Bettman must take in order to implement CRM at Minitrex. In your plan, be sure to include people, processes, and technology

In order to successfully implement a CRM at Minitrex, the organization should consider different factors and they are as follows.

a. The organization should first consider the technology used to develop the tool such that it is compatible to the existing systems (Bohlen, 2014).

b. Migration and integration of data from different sources should be possible and the tool should be capable enough of handling such huge volumes of information (Bohlen, 2014).

c. Once the required technology which is compatible with the existing systems is selected, the next focus should be on the technology side of the tool (Bohlen, 2014).

d. The organization should form a team of experts who designs the system, the process of integration and configuration, the roles and responsibilities of individuals, and handovers requirements to the development teams (Bohlen, 2014).

e. Once the tool is developed, all the processes involving the flow of implementation should be designed and should be implemented accordingly (Bohlen, 2014).

f. In the end, necessary training should be provided to the employees of the organization to ensure better performance (Bohlen, 2014).

References

McKeen, J. D. & Smith, H. (2012). IT strategy: Issues and practices. Boston: Prentice Hall.

Bohlen, G. (2014). 7 Steps to Ensure CRM Implementation Success. Retrieved from https://appirio.com/cloud-powered-blog/steps-ensure-crm-implementation-success