Business Case for Information System for Customer Relation and Transaction Monitor 1 Executive Summary

CDOgas has a good reputation to different establishments who are in need of gasul for their business. They are well known for their customer care which is fast delivery, customer support, and assistance around the clock. However, Customers number grew and the level of demand for customer care grew higher with the difficulty for the firm to monitor every transaction. The company has their phone lines available !"# but during peak hours, the employees that are task in their stations would have problem addressing all of the customers at once. $t was hard for the company to monitor every transactions thus, stealing occur in the accounting and logistics departments. Twp options have been identified to solve this problem% &. $n house development of Customer 'elationship (anagement system . Outsourcing the monitoring system and add man power )fter *uantifying and documenting the benefits, risk, feasibility and cost of each option, $ recommend Option & to solve the problem. This system will be develop, design, and implemented in+house with the use of waterfall methodology. The cost of the pro,ect is -hp &./, ... but it will monitor all of the transaction from the customer. )ny anomalies in the said departments are impossible. 0eing able to review the resolved tickets of the customer can be use as reference to help improve customer support in the firm. 1e are seeking the approval of the pro,ect from the boards of CDOgas and the allocation of funds for the e2penditures.

2 Business Problem
The following section describes CDOgas current business problem.

2.1 Environmental nalysis

As customer grew higher, customer support became tedious and transactions became vague. CDOgas has a good reputation to different establishments who are in need of gasul for their business. They are well known for their customer care which is fast delivery, customer support, and assistance around the clock. )n annual contract with the firm will also bear discounts to the customers and an option to pay spot on cash or credit upon delivery. The firm3s reputation is known the city. 4ince then, customers number grew and the level of demand for customer care grew higher with the difficulty for the firm to monitor every transaction. To handle such demand from the customers, the logistics team had an additional task of receiving the payment upon delivery of the products. 4uch trust was given to them by the firm. Customer support was declining due to the manual system the firm has. The company has their phone lines available !"# but during peak hours, the employees that are task in their