1-888 JUNK-VAN.docx - 1-888 Junk Van Case Study Operators book new jobs email updated database to data clerk Mail job details to each driver for next

1-888 JUNK-VAN.docx - 1-888 Junk Van Case Study Operators...

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1-888 Junk Van Case StudyProblem: business inefficiency (drivers relied on emailed instructions which may be wrong, affecting customer service; inability to handle more customers; expansion bottleneck; Kingo no sense of business on the ground, want to manage by the “numbers”Sales $300,000 > $600,000 (1304 customers > 2609 in a year)Marketing 20% of budgetBTE (to increase, new environmental regulations raise bar for more integrated environmental management services)DEMAND IS PRICE-ELASTIC page 2 (clients highly sensitive to price due to variety of options/substitutes)Requirements:Accessible remotely; Ease of use even for non-tech savvy ppl; flexible and robust enough to handle evolutionary changes; vendor supportOperatorsbook new jobsemail updated database to data clerkMail job details to each driver for next dayDriversadmin task time-wasting(contacting helpers, going back to customer site to collect money)Rarely use templates when sending info to data clerksManual calculations; billing mistakesErrors in cust. contact infoforgotten emailsData clerksIntegrate info into databasemanually processed credit card paymentsaccidentally sent wrong version of database to morn opwiped out earlier bookingsfixing database was time-consumingno new reser. can be made during fix
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