SYNOPSIS

ICS Overview

Business drivers

Investment Objectives

Benefits

CRM Software

Team strategy

ICS OVERVIEW

Initially single structure

Purchased 3 companies

Expanded to five separate lines

IS Strategy

E-Forensics

Information Security

Infrastructure and Application Architecture

Disaster recovery & business continuity services

BUSINESS DRIVERS

External Drivers

Integrating service lines

Lack of availability of one ‘one stop shop’ for clients

Internal Drivers

Lack of inter service lines communication

Poor Integration

INVESTMENT OBJECTIVES

Centralized database

Cross selling of services

Integration of systems

Increase of revenue

Aid strategic decision making

Benefits Structuring, Measures & Owners

TYPE BENEFITS MEASURES OWNER

Financial • Increase revenue• Selling more than one

service to a customer

• National Marketing Director

Quantifiable

• Collection of customers data from different database.

• Make customer data into single database

• Sales team in companies.

• Stops work duplications

• Cost of duplication was high in current system

• CRM system reduce cost to half.

• National Marketing Director

• Provides reports to the executive partners

• Illustrates how CRM increase the sales.

• Purchase volume is increased

• Sales team

TYPE BENEFITS MEASURES OWNER

Measurable

• Managers get more reports on customers, and services

• Enter details of current customer purchases

• National Marketing Director

• Integrated systems helps to control& manage systems

• Implement integration software(CRM)

• Management Team

Observable

• Motivated staff increases efficiency

• Train staff on CRM • Staff

• Able to provide offers to existing customers

• Maintain accurate customer data

• Sales Team

Benefits Structuring, Measures & Owners

TYPES OF CRM

SUGAR CRM(Open Source) (Cloud)

Sales Force (Off the shelf) (Cloud)

Microsoft Dynamics (Off the Shelf)

Custom Build CRM

COMPARISONSugar CRM

(Open source)In House built

CRMMicrosoft

Dynamics AXSales force

CRM (Cloud)

Cost Low High Medium Medium

Security Low Medium High Medium

Service and Support

Can be purchased Yes Yes Yes

Customization Low High Yes (economical) Yes (expensive)

Integration Not for all versions Yes but a high cost Yes Yes

Pros

• Low cost and initial Investment

• Customizable source code

• All requirements are met

• Multiple deployment options

• Easy to use• Linked to MS

products

• Cloud based• Mobile app

support• Social network

tools

Cons• Limited features• Limited support

• High development time

• Highly optimized for MS products

• No public cloud deployment

• Incomplete offline solution

TEAM

DESIGNATION RESPONSIBILITIES

National Marketing

Director

• Monitors and report to David

Green

Program Director• Team Management

• Sponsor

System Architect• Co-ordinate Technical Team

• Develop Implementation Plan

Program Coordinator

• Co-ordinate activities of

consultants

• Guide project according to plan

Sales Manager• Co-ordinate the inter- service line sales

TEAM STRATEGIES

Formation of team from each service lines

Efficiently address concerns & requirements

Conduct regular meetings & monitor progress

Conduct review with the management team

REFERENCES

CRMTRENDS, CRM Best Practices, http://www.crmtrends.com/crm.html, 2013

CRM Reviews, http://crm-software-review.toptenreviews.com/

Customer relationship, http://www.softwareadvice.com/crm/salesforce-profile/

CRM & Cloud Computing Software To Grow Your Business - Salesforce.com

Australia. 2014. CRM & Cloud Computing Software To Grow Your Business -

Salesforce.com Australia. [ONLINE] Available at: http://www.salesforce.com/au/.

[Accessed 18 August 2014]

Open Source CRM. 2014. hipergate :: Open Source CRM. [ONLINE] Available at: 

http://www.hipergate.org/es/index.html. [Accessed 23 August 2014