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Homework answers / question archive / MIS 320 Milestone Three Guidelines and Rubric After Sales and Support Overview: It is tempting to think of customer service as reactive—a function that is not needed until a customer takes initiative to ask for help with a purchase

MIS 320 Milestone Three Guidelines and Rubric After Sales and Support Overview: It is tempting to think of customer service as reactive—a function that is not needed until a customer takes initiative to ask for help with a purchase

Management

MIS 320 Milestone Three Guidelines and Rubric

After Sales and Support

Overview: It is tempting to think of customer service as reactive—a function that is not needed until a customer takes initiative to ask for help with a purchase. After-sales support needs to cater to the established customer as well as the potential one. The after-sales period is a critical time for an e-business to show customers that the business is going the extra mile and to ensure that customers come back to the site for future purchases.

 

Prompt: To prepare for your final project, you must complete three milestones. For each milestone, you will review the company’s business model and technology infrastructure. You will determine the business requirements necessary for improving the e-business operational strategy.

 

Your third milestone for this project will focus on after-sales support. In this milestone, you will review the shortcomings of the company’s operational setup and outdated technology as it relates to serving customers’ sales and support needs.

 

To complete this assignment, you must analyze of the shortcomings of the company’s outdated technology as it relates the ability to support customer inquiries after the completion of a sale. Your assignment will address the following critical elements: 

 

  • Summary of existing customer support and after-sales options  
  • Analysis of impact on e-business operational strategies
  • Identification of data components necessary for supporting customer needs and after-sale inquiries

 

Include an overview that introduces the components in the paper. It should summarize the elements in the paper and briefly describe the importance of e-business customer service and support. Organize your assignment by creating a heading for each of the critical elements using the following outline: 

 

       I.    Introduction

? Describe the importance of e-business after-sales and customer support  II. Analysis of existing e-business customer support 

  1. Analysis sales and support functions have on the e-business operational strategy
  2. Identification of data components necessary for making appropriate decisions for customer sales and support V. Conclusion
    • Summary of existing e-business customer sales and support abilities and limitations 

 

               

Background: Use the following attributes of the business and its owner to complete this milestone:

 

    • The sporting goods store has experienced a recent increase in sales at its single location.
    • The owner has been conducting its online sales through a locally built and hosted website (review the information in the table below). 
    • The owner is considering opening another physical location but is leery of investing money in another location because of the rising and unpredictable costs.
    • The business owner is concerned of further investing in e-commerce solutions because the current setup is not productive.
    • The business owner lacks technical experience of online business-development functions and wants to ensure your company can address the following components:
      • Customer acquisition o Sales transactions
      • Technical support

 

Current E-commerce Technology Setup

 

E-business Functional Tool or Strategy

Functional Description

Technology Classification

Shopping cart

Consumers can only use Mastercard for transactions. Must start a new shopping cart if it contains items consumer does not wish to purchase. No mobile access. 

  • Digital payment services
  • E-commerce marketplaces
  • Collaboration and trading

URL

Website domain:

http://www.iwanttopurchasealloftheseitemsformyself.org Company message backs guarantee of every purchase

Secure Sockets Layer (SSL) and Transport Layer Security (TLS) protocols

Navigation 

Products grouped by two main categories on the home page and then broken into multiple subcategories once users reach applicable products considered to be in the same classification

 

No search function present within the website; however, certain pages can be located more easily if searched using a major search engine outside of the website

 

Average number of clicks to complete transaction: 8

  • Search engine optimization
  • Site navigation techniques

Customer acquisition and retention

Users are required to register: no guest checkout. Passwords must be 12 characters in length with varied requirements and must be changed every two weeks. “Contact us” information not present. Only one shipping/carrier option. 

  • Profiling and personalization
  • Search management
  • Content and catalog management
  • Email marketing systems

 

 

?

Warranty database

 

 

?

Customer relationship management (CRM)

 

 

?

Online support capabilities

Website appearance

Every product includes a high-resolution image for display and no image dimensions set. Additional product information redirects customers to manufacturer site. Items cannot be “shared” via social media. Website uses WordPress template so updates can be made by owner for quicker access and lower cost.

? ?

?

Front-end optimization tools

Cross-browser compatibility

Meta-tag optimization

Technology infrastructure 

Limited content management system, locally hosted. Domain name system (DNS) lookup is 20+ characters in length. Website contains over 100 redirects when loading. Website not using browser caching.

?

? ?

Redirect management

Database and server performance

Image caching and optimization

 

Rubric

 

Guidelines for Submission: Your submission should be 1 to 2 pages in length and should follow the outline provided in the Prompt section.

 

Critical Elements

Proficient (100%)

Needs Improvement (55%)

Not Evident (0%)

Value

Analysis of Existing

Customer Support and Service

Thoroughly evaluates the shortcomings of the company’s outdated technology as it relates to sales and support capabilities and limitations

Sufficiently evaluates the shortcomings of the company’s outdated technology as it relates to sales and support capabilities and limitations

Does not evaluate the shortcomings of the company’s outdated technology as it relates to customer services and sales support

25

Analysis Detailing the

Impact of Customer Service and Support on E-business

Operational Strategy

Thoroughly evaluates the shortcomings of the company’s outdated technology as it relates to customer sales and support by addressing the impact on the business operational strategies 

Sufficiently evaluates the shortcomings of the company’s ability to support customers by addressing the impact on business operational strategies but needs additional examples to support analysis

Does not evaluate the shortcomings of the company’s outdated technology as it relates to customer services and sales support by addressing the impact on the business operational strategies

25

Customer Sales and Support Data Components

Identifies specific data components needed for customer sales and support, including relevant and supporting examples

Sufficiently identifies data components for customer sales and support, but examples are slightly underdeveloped

Does not provide any customer sales and support data components 

25

Introduction and Conclusion

Clearly states current state of the

business’s customer sales and support ability

Describes business’s customer sales and support abilities but needs additional examples to support analysis

Does not address customer sales and support ability

15

 

Articulation of Response

Summary is free of errors related to citations, grammar, spelling, syntax, and organization and is presented in a professional and easy-to-read format

Summary contains errors related to citations, grammar, spelling, syntax, or organization that negatively impact readability and articulation of main ideas

Summary contains critical errors related to citations, grammar, spelling, syntax, or organization that prevent understanding of ideas

10

 

 

 

Total

100%

 

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