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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. 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 In this milestone, you will review the shortcomings of the company’s operational setup and outdated technology as it relates to serving customers’ sales and support needs.
To complete this assignment, you must analyze of the shortcomings of the company’s outdated technology as it relates the ability to support customer inquiries after the completion of a sale.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:
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
Background: Use the following attributes of the business and its owner to complete this milestone:
Current E-commerce Technology Setup
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E-business Functional Tool or Strategy |
Functional Description |
Technology Classification |
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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. |
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URL |
Website domain: http://www.iwanttopurchasealloftheseitemsformyself.org Company message backs guarantee of every purchase |
Secure Sockets Layer (SSL) and Transport Layer Security (TLS) protocols |
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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 |
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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. |
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? |
Warranty database |
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? |
Customer relationship management (CRM) |
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? |
Online support capabilities |
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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 |
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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.
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Critical Elements |
Proficient (100%) |
Needs Improvement (55%) |
Not Evident (0%) |
Value |
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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 |
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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 |
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Total |
100% |
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