New System Proposal for Riordan Manufacturing, Inc
Kwame H. Ireland
June 24, 2014
Professor Robert Babcock
Proposal: Riordan Manufacturing
Riordan Manufacturing has expressed the need for a new Customer Relationship Management (CRM) System. In view of this, a needs analysis was completed and the results proved the need for the new system to be put in place. Riordan allocated the appropriate budget for this project to ...view middle of the document...
The client-service associate will be able to use the different search components as well to look up information about the client, for example: run search queries by location, client size, ordering history, last date of sale, etc. The client-service associate will also be able to view all conversations with the client by looking at the communication details. The CRM system will also allow the client services department to create promotional deals and contact the clients via the CRM system.
Business Requirement(s) Driving the Need
Riordan has been in business for 21 years, however with the spike in competition and the lack of a CRM system in place, Riordan is committed to meeting these needs. Riordan is looking to increase the employees in the client services department for the overall growth and need for this specific department; the company is looking to hire on close to 100 client-service associates to work the entire globe. The global presence of Riordan and being an industry leader are driving the needs for the new CRM system to be rolled out within the next 6-12 months, if not sooner. Losing clients and potential clients because of a lack of system in place is not acceptable; therefore a system will be put in place by the spike in competition. Since there is not a full CRM system in place now, the system will benefit the company in building relationships, as well as providing numerous advantages for the client-services and sales departments. The new CRM system will build on the commitment of customer loyalty and long-term relationships for Riordan Manufacturing.
Information used in the System
As covered throughout each of the above sections, the information and data used in the new CRM system will be extremely beneficial to the company and building client relationships. The CRM system will improve efficiency and productivity for the client services and sales departments. The main data used in the system will be client specific and specific historical data.
Security is a huge concern, just like with any other organization. Client information and overall data security is at the core of Riordan’s technology mission and reputation. Each employee using the CRM system will have to login with their credentials; the system administrators will be able to track all user history, to again protect Riordan and its clients.