Enterprise resource planning system adoption and customer service impact

TECHNOLOGY'S IMPACT and ADDED VALUE to the ORGANIZATION: A SUPPORT PLAN for CUSTOMERS WITH an EMPHASIS on TECHNOLOGY PARTNERS and ENHANCED CUSTOMER EXPERIENCES

The objective of this work is to examine the impact of technology on customers and how technology has been introduced to customers in way that added value. This work will further outline a support plan for customers during technology implementation and will examine how new partnerships with other providers of technology solutions may serve to enhance the experiences of customers.

The work of Santipat Arunthari (2005) entitled: "Information Technology Adoption by Companies in Thailand: A Study of Enterprise Resource Planning Usage System" states that information technology "has been recognized by most modern organizations as an important operational and strategic business tool for: (1) improving productivity, quality and effectiveness; (2) creating or maintaining competitive advantage; and (2) redesigning business processes to better support company strategy." (p.3) Included in the factors that may influence the behavioral intentions of a company and how the company decides to "...adopt select and use it" is the company's type as to whether it is locally-owned or a multinational company because these two types of companies "may have different structures and operation processes, deal with different conditions, and therefore require it solutions to meet specific needs." (Arunthari, 2005; p.4)

I. ERP SYSTEM ADOPTION

The work of Tarafdar and Roy (2003a, b) states that the information existing in literature on research of the adoption of ERP systems may be categorized into three phases as follows: (1) nature of the adoption and implementation process; (2) factors affecting the ERP system implementation process; and (3) changes resulting from ERP system implementation. (as cited in Arunthari, 2005; p.112) it is agreed among professionals and researchers that "the heart of any ERP system is the ability to seamlessly integrate all processes. Information flows within and between single enterprises into a single it architecture, perhaps linking together customers and suppliers." (Arunthari, 2005; p.112) the ideal ERP system is one in which upon all data being entered all users across the various functional areas can access the information in 'real-time'. (Arunthari, 2005; paraphrased)

Kapp et al. (2001) posits that the ERP system has five different levels including those of: (1) a simple system of data management and large repository for data of the organization; (2) a group of modules all connecting into the central database; (3) manufacturing philosophy and not a software program; (4) business philosophy communication tool; and (5) a knowledge management system. (Arunthari, 2005; p.114-15) an effective ERP system integrates multiple functions of the business across enterprises, which include sales management, marketing management, purchasing, warehouse management, financial accounting, managerial accounting and human resource management.

III. GROUP TECHNOLOGY DEPLOYMENT

There are various types of Information Technology that may deployed across the organization including groupware, which may be defined as "a class of information communication technologies (ICT) that provide electronic support to groups of people engaged in collaborative work." (Fitzgerald, 2006) Groupware technologies are those of either: (1) 'synchronous' groupware; or (2) 'asynchronous' groupware. Synchronous groupware is used when real-time communication is needed and Asynchronous groupware is used where users access group information at different times. Another groupware technology feature is whether the users are working in the same location or in different locations. For the company that has several various workgroups that, while separate units, are required to work in collaboration with one another, enabling business communications within the organization is key to efficiency and productivity for the company.

IV. CUSTOMER SUPPORT PLAN

In the initiative to implement information technology across the organization it is critically important that a customer support plan be in place to assist customers with any complications or confusion that might arise due to the new processes and methods related to the use of the Information Technology. A customer support plan requires support on various levels including: (1) asynchronous support; (2) synchronous support; and (3) proper introduction of the information technology being implemented across the organization in relation to how the implementation of this information technology will directly impact the customer. The following plan has been adapted from the Microsoft Dynamics work entitled: "CRM Implementation - Implementing a Customer Relationship Management System" which states that the CRM implementation process is inclusive of "...defining business objectives, businesses processes, organization structure, customer hierarchy, and management needs." (2005) the CRM plan is ever-evolving as the organization grows and essential for success is "planning for change." (Microsoft Dynamics, 2005) Customer support should begin with the planning stage, which should be the stage in which the customers are provided with an introduction to the changes that will be taking place. During stage two, the change is envisioned and roles and responsibilities of the customer support team are assigned. During the Planning and Design stage a detailed project plan should be developed with all business processes examined and an analysis of the gap between the requirements of the business and the processes already existing should be completed. During the Configuration and Development stage the customer relationship management software is installed and configured with integration and customizations as needed and application testing being conducted as well. The Deployment stage is one in which the final data migration takes place and customer support personnel are training and the customer relationship management application is deployed. A quality review questionnaire should be conducted at this stage of it implementation. The final stage in CRM implementation is the support stage, which is ongoing and integrated into the structure of the business and the overall business objectives and strategies.

V. DEVELOPING PARTNERSHIPS in CRM and it

Partnerships between enterprises for customer relationship management and information technology deployment broadens the reach of the organization in many areas as well as enabling a smoother transition for the company during it and CRM deployment and implementation. It is important to remember that effective communication both within and without the organization has the capacity to add value both internally and externally.