Cablecom developed a prediction model to better identify those customers at risk of switching to Take the eCourier happy test today!
Take the eCourier happy test today! And the company achieves that happiness through its focus on operational business intelligence. Business intelligence is moving out of the ivory tower of specialized analysts and is being brought to the front lines.
In the case of eCourier, whose couriers carry 2, packages around London each day, operational business intelligence allows the company to keep real-time tabs on customer satisfaction.
Just one online directory, London Online, shows about listings for courier services.
Before implementing operational business intelligence, eCourier sought to define IT as a crucial differentiator. They also focused on making online booking easy and rewarding, and much was invested in user-friendly applications: Customers can track online exactly where their courier is, eliminating the package delivery guesswork.
Today, 95 percent of deliveries are booked online; this means that eCourier needs a much smaller staff for onitoring, tracking, and placing orders, which in turn makes the company more scalable.
Bregman says this is notable in Figure 1. Booking and tracking automation—although innovative—did not complete the customer happiness puzzle. Without leadingedge business intelligence, account managers could miss the same issues that plagued other courier services—late deliveries, surly couriers, or even an unnoticed ramp-up in deliveries.
So eCourier started to use software from a company called See Why to try to generate customer data more quickly. The software then interprets the data by comparing it with previous information and trends, and if it notices an anomaly, it takes action.
If a customer typically places an eCourier order every Thursday morning between 9: Getting that perfect balance of when to send alerts and how best to optimize the system is an ongoing process, he says. Cesconi then created another survey that he now offers to Customers in the seventh month of service, which includes an area where they can type in specific complaints and problems.
How do you make the most money with your resources while simultaneously delivering the highest customer value? The problem was pressing. Clients of the firm, which now has lawyers in 15 offices worldwide, were demanding alternatives to the traditional hourly fee structure.
They wanted new models, such as fixed pricing and pricing that was adjusted during a project. But making money from these new billing strategies required the complicated balance of staffing and pricing. Although the company will not release specific figures, both profitability and hours leveraged— the hours worked by equity partners and all other fee earners at the firm—have increased substantially since the company implemented its first BI tool inaccording to Alber.
The tools also allow lawyers to track budgets in real time so that they can make adjustments quickly. The firm developed this diversity tool to bring transparency to the diversity reporting process required by many clients.
In other words, the tools provide Bryan Cave with a method of customizing its fees and helping clients better understand what they get for their money. As an illustration, Alber points to the customized pricing one lawyer gave to his real estate client. He found that while there was risk of underpricing large buildings, the deal volume in small buildings offset that risk for the law firm.
The result made per-square-foot pricing possible. Adopting new and improved project management, pricing, and customer service capabilities required planning, appropriate pacing, and user buy-in.
Jay Bregman, CTO and cofounder of eCourier, notes that the company hopes their innovative use of technology will become a differentiator in their competitive market.
More generally, to what extent do specific technologies help companies gain an edge over their competitors? How easy or difficult would it be to imitate such advantages? Oct 13 eCourier, Cablecom, and Bryan Cave: Delivering Value through Business Intelligence.
Visitors to the eCourier Web site are greeted with the words “How happy are you? James A. O'Brien | George M. Marakas ntroduction to Information Systems fifteenth edition The McGraw-Hill Companie. ^XConnect M \ L^rn M y Succeed" ISBN MIS is an introduction to the role of computer-based information systems in business organizations.
The focus of this course will be the preparation of the student for future interaction with computer-based management information systems. eCourier, Cablecom, and Bryan Cave (Gloria AhnGot it) and Bryan Cave (Gloria AhnGot it). Case Study on ECourier, Cablecom and Bryan Cave Planning is a useless endeavor because developments in e-business and e-commerce and in the political, economic, and societal environments are moving too quickly nowadays.”5/5(6).
Learning Objectives Give examples to illustrate how the business applications of information systems can support a firm’s business processes, managerial decision making, and strategies for competitive advantage.
Provide examples of several major types of information systems from your experiences with business organizations in the real world. Read this essay on Real World Case Study, "Ecourier, Cablecom, and Bryan Cave.".
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