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IT Policy and Strategy | Online Assignment Help

Author:
October 31st, 2018

Answer the five(5) discussion questions listed below in you written paper
1.Six advantages of a single customer service center for RR Communications areDevise an implementation strategy that would guarantee the support of the divisional presidents for the shared customer service center.
oAn improved customer experience – one number to call for any RR product or any type of service (e.g., address change, billing problems).
oImproved branding of RR Communications as an enterprise.
oAbility to cross-sell products and services.
oSimplified, streamlined and more cost-effective customer service. One virtual call center; common agents; one basic set of technology and processes.
oEase of introducing new products – no need to add further service centers. And improved feedback on new products and services – all in one place.
oImproved business intelligence – integrating customer feedback into a single picture provides the opportunity for capture trend information important to RR’s future product development
2.Is it possible to achieve an enterprise vision with a decentralized IT function?
3.What business and IT problems can be caused by lack of common information and an enterprise IM strategy?
4.What governance mechanisms need to be put in place to ensure common customer data and a shared customer service center? What metrics might be useful?

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