Teletron, Inc is a provider of telecommunications expense management services for corporate telecommunications users. Teletron was looking to grow their business from about 10 million dollars in sales to about 100 million in 1999. They were looking to provide this in making use of the information technology realm. Timothy Lybrook is the CEO of Teletron and is being propositioned to develop a new Virtual Analyzer software package. This proposition is being made by Robert Jonas, director of information technology at Teletron and Dennis Kirin, vice president of client services at Teletron. There are many bennifits and risks to this new system and each must be carefully reviewed before coming to a decision on what to do.
In 1999, there were around 6000 telecommunications providers in the United States. Only 45 companies accounted for approximately 95% of the dollar value of the telecommunications service provider. Surveys revealed that many companies were dissatisfied with the providers billing practices. Many errors were being found that led to lost revenue and costly charges to the company. Telecommunications spending was forecasted to grow to 175 billion in the year 2000 and continue to expand to 350 million by 2005. With this outlook of potential revenue in this workspace, Teletron sees an opportunity in the area of providing services to handle billings of telecommunications services. This is what Teletron did throughout the early 1990's. Teletron targeted customers in the United States that spent between 10,000 and 500,000 per month on telecommunications services. They made money by charging the company 50% of the saving that they were credited back. They did not charge the company money if there was no discrepancy found in...
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...til at least year 2002, which will be a year after release. They will need to spend over 9 million dollars for this system.
In conclusion, the benefits of the system implementation are vastly distant. This does not mean, however that a decision to drop the project should be made. As the projected revenue for 2006 is targeted at 108,368 million, this signifies that the investment will be paid off in the long term. This will be in 5 years from the time of release. As the market is favoring Teletron here because they can capture much of the market share, I believe that it would be a wise decision to approve the system and immediately begin on the implementation of the system. Much of the business can still function during the development phases for the software application. This will mainly be the consulting services performing the similar services as it always did.
Verizon Wireless cellular service is inelastic because the products and services it offers makes them the dominant leader in the wireless industry; therefore, a 10% change in calling plan prices (monthly access fees) would not affect the quantity demanded. Verizon Wireless can depend on this inelasticity in their pricing model because of the strength of its brand and the wealth of products and services it offers. Verizon Wireless' competitive advantage comes from its ultra-low churn rate (the percentage of customers who disconnect their service is less than one percent of its 60 million customer base). This indicator suggests that customers are satisfied with the service Verizon Wireless offers and a slight price increase probably would not drive its customers to the competition. This data also suggests that customers probably stay with Verizon Wireless because of its continued expansion of new technologies and services such as its all-digital nationwide CDMA network, EVDO' or its advanced data network (used to wireless send and receive email and other data almost anywhere in the US), and VoIP (Voice over Internet Protocol) that they use for their Push to Talk products. Verizon Wireless markets to a nearly all demographics nationwide and most of its services are offered in the smaller rural markets as a direct result of the one billion dollars per quarter it spends on improving its network as well as acquiring smaller wireless networks to make their nationwide network stronger and larger.
...takes to set up information in the system. The level of understanding would improve through partaking or getting involved and henceforth could be adapted easily. All the bits and pieces of the project would rapidly increase or grow as per the workflow process. At the end, the overall CPOE system should be able to compare the manual method with the new electronic system and tell which is best and accurate to use and also tell how much time and money will be saved when using either system. At the end of the project the team should be able to come together and discuss whether or not the project met all of the company’s needs such as if it is reliable, efficient, safe and secure and also does it save time and money. Then, if the system has more advantages than disadvantages and it is worth all of the team’s time and effort it would be best to continue with the project.
In today’s telecommunication market there is a lot of competition by industry giants such as Sprint, MCI, and AOL, but simultaneously the very high cost involved with entering and competing in this industry also makes it very unattractive for new entrants. These are just some of the big names who are planning to and are presently providing parts of the pipe dream that AT&T seems to seek. In this industry it is very important to have customer awareness of the line of products you carry. Most of the public hears the name AT&T or Sprint or MCI and they think telephone bills but many consumers do not realize that these companies have expanded their field of services from cellular phones to wireless web services. The reason mainly being the lack of marketing, and direct consumer advertising provided by these firms on the other line of p...
Americatel is positioned within the small to mid-sized market in the telecommunications sector. However, their primary competitors Movistar and Claro compete within the large-sized market. With only 10% overall market share, Americatel has the potential to capture additional growth as the industry growth rate is growing at 6%. To accomplish this we recommend that Americatel own their position in the small to mid-sized market by capitalizing on their competitive advantage of providing superior customer service as well as leveraging new solutions to further drive customer satisfaction.
What is the projected availability date of the software system? In other words, when is the earliest you can put it to use in the company?
The Board of Directors unanimously voted for the immediate construction of a new state of the art facility to meet the increased demands. Unfortunately, the construction of the new facility will take three years to be completed. Jim Elliot recognizes this gap and believes that the three year gap will be too long and suggests developing short range solution while the facility is under construction.
Telcos have a lot of data in hand. As a telecom provider, the company has access to a wide array of data including subscriber demographic, location, call patterns, websites visited and media watched, network usage, application usage etc. All these data collected provide insights about customer activities. Telco operators collect several terabytes of data on a daily basis. All this data creates a fantastic opportunity for telcos. Latest analytical techniques can be leveraged on these data to analyse and to assist companies to unlock user insights and market intelligence to increase revenue and customer service. In addition to that telcos can also consider selling their customer data to third party companies which will benefit from that data. Monetization of this telecom data generates a new stream of revenue along with its already existing traditional revenue stream.
Regarding to Kidman (2010), nowadays 88 percent of customers prefer to use multiple channels through internet data, including call centre, search and social networking, to resolve the problems and Telstra announces that there are decreasing the number of clients who contact call centre and customer service via phone. Telstra’s customers are changing the way they source the information. They are more likely to use digital channel. Thus, 24-hour call centre, which operates remotely, will not only reduce cost to the organisation, but also respond to the new generation lifestyle and increase the customer’s satisfaction.
The telecommunications industry is of vital importance to the development of the information-based economy. AT&T need to supply access to cost efficient, timely and innovative telecommunications services.
Being user friendly, the IS analysts thought that user compliance would boost the usage of the product. Much to the IS analyst’s dismay, surveys concluded that the program had small differences with usage. This problem was due to the socio-economic factors within the company which caused the sales representatives chosen to operate the system to shun the system. These excuses were due to disincentives such a lack pay bonus or reward for using the system, and being obtrusive toward their responsibilities. As sales representatives, they made excuses such as the system being “dirty work” for the manufacturers. Behind the excuses, the process of using the system was sub optimized by the sales representative’s subprocess within the company which was optimized for efficiency. Unfortunately, the IS analysts in charge of the project were not in a position to make changes regarding who used their system. Communication issues between the creators of the product and the managers who employed the product caused this
Teletech Systems is extremely risky. It is a new market that could potentially bring in money. However, they only have two stores that are willing to participate in the pilot phase. They still have a patent pending and need 300,000 additional funds to bring the product to market. This is a very volatile purchase.
Companies are now turning to this business strategy supported by information technology. These customer service programs are designed to assist in a company’s business operations. Companies like Siebel, E.piphany, Oracle, Broadvision, Net Perceptions, Kana and others have designed products that do everything from track customer behavior on the Web to predicting their future moves to sending direct e-mail communications. Customer Relationship Management can improve: Contact and account management, sales, marketing and fulfillment, customer service and support, and retention and loyalty. The part that deals specifically with the needs of the cust...
...as a good option to fix their current existing system and expertise their employees due to which they could have got the appropriate intellectual personnel with the success of the project.
Telecommunications gained mainstream attention in the early 90’s; however the initial key market was business men and women, who used their phones whilst being on the move and so allowing them to communicate with their companies with ease. Though in the modern era, telecommunication went through segmentation in the market trends, and now in this day and age it would be difficult to find someone who does not own some form of mobile technology. Many phone providers battle to provide the best service for their customers (Figure 1).
—The industry is struggling to find ways to boost consumer spending on telecommunications services at a time when the smartphone market is transitioning to a more mature phase.