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 supportOperators•book new jobs•email updated database to data clerk•Mail job details to each driver for next dayDrivers•admin task time-wasting(contacting helpers, going back to customer site to collect money)•Rarely use templates when sending info to data clerks•Manual calculations; billing mistakes•Errors in cust. contact info•forgotten emailsData clerks•Integrate info into database•manually processed credit card payments•accidentally sent wrong version of database to morn op•wiped out earlier bookings•fixing database was time-consuming•no new reser. can be made during fix
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- Fall '15