Estafeta High - level Business Case-draft

Estafeta High - level Business Case-draft - CRM HIGH-LEVEL...

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CRM HIGH-LEVEL BUSINESS CASE Draft Prepared by ISM, Inc. and Estafeta November 2004 Highlights A unified CRM systems and business process approach to enhance Estafeta’s ability to serve customers. Project Costs (includes hard costs for software and hardware, plus soft costs related to people, training and business process enhancement) of approximately $1.7 million over the 2004 to 2007 time frame. Cumulative revenue increase of approximately $7.2 million over the 2004 to 2007 period. Cumulative gross profit of approximately $1.6 million over the 2004 to 2007 period. Cumulative cost savings resulting from more efficient and effective sales, marketing and customer service efforts as well as reduced turnover of approximately $.4 million. Break-even achieved within 20 months from start of implementation (in three phases). Total net return as of year 2007 of approximately $.3 million. Estafeta
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Table of Contents Introduction and Current State ....................................................................................................... 4 Future State ........................................................................................................................................ 5 CRM Value Proposition .................................................................................................................... 6 Enhanced Productivity ................................................................................................................. 6 Increased Revenue ....................................................................................................................... 6 Cost Savings ................................................................................................................................. 7 Improved Employee Morale ...................................................................................................... 7 Better Customer Knowledge ...................................................................................................... 7 Higher Customer Satisfaction .................................................................................................... 8 Improved Customer Loyalty/Retention and Market Share .......................................................... 8 Cost/Benefit Analysis ......................................................................................................................... 8 Appendix 1: CRM Project Costs .................................................................................................. 9 Appendix 2: Detailed Cost/Benefit Analysis ............................................................................ 10 3
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Introduction and Current State Over its history, Estafeta has achieved an enviable record of growth and development. Despite this, Estafeta executives have detailed some significant urgent issues that the company currently faces including: Revenue and Cost Defining the cost of services (e.g., type of guarantee, type of shipment, alternative
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This note was uploaded on 02/22/2012 for the course CSR 309 taught by Professor Staff during the Fall '08 term at Purdue University-West Lafayette.

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Estafeta High - level Business Case-draft - CRM HIGH-LEVEL...

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