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CASE STUDY ON

BIJAYA JENA - 14 DEVENDRA NARAYAN PANDEY - 22 JIBANANDA SAMAL 31 KANNAN BABU - 35 MANOJ KUMAR PRADHAN - 37 SOUVESH S JENA - 51

HISTORY
1958 Established in Los Angeles, California, Founder Al & Jerry Lepin 1973 IHOP acronym was introduced 1993 System wide sales reached $1billion 1999 Trading in NYSE in the name IHP 2004 Winning advertising and marketing awareness awards. 2008 Celebrated 50th anniversary

CASE BACK GROUND


IHOP one of the biggest family restaurant in US More than 90% outlet operated by franchisee Slogan Come Hungry and Live Happily Approximately 1200 restaurants located in 49 states including Canada and Mexico.

OPERATIONAL ISSUES
IHOP had been conducting research on customer on regular basis 05 different systems were in use for processing customer data Each IHOP division worked with different slice of customers. No method for synchronizing or cleansing data. Inability to measure customer

SCATTERED DATA

Most companies know the importance of knowing as much as possible about their customers. Typically, there is a lot of information on record, but it is rarely collated into a sound knowledge base.

SWOT ANALYSIS
WEAKNESS STRENGTH
Impressive & advanced strategy with its current competitors. Very experience IT management group. It need to advertise more and use it to leverage client interest in current situations.

OPPORTUNITY
Business value is the key market driver strategy Focus on the next wave of IT management solutions. High customer satisfaction

THREATS
The competition to the current portfolio with loss in business.

RECOMENDATION

A single central company wide repository of all its customers information, that could be provided in quantifiable way

IHOP focused on coordinating the business process surrounding a firms interactions with its customers in sales and marketing . IHOP used Oracle Customer Data Hub whereby data flows from one department to the other without any paper being generated. Oracle Teleservice also assisted IHOP to increase customer satisfaction while reducing service costs.

Oracle Tele Service


Oracle TeleService is the contact center application that delivers effective and personalized customer service while reducing costs. It is the key component of the Oracle Customer Relationship Management solution, the integrated suite that drives profitable customer interactions. Benefits:
Resolve issues faster Reduce cost of service Drive revenue from service interactions

Customer Relationship Management


Customer Relationship Management is establishment relationships between consumers and organizations. CRM is both a business and technology discipline for managing customer relationships to optimize revenue, profitability, customer satisfaction. IHOP implemented to improve their customer data by integrating all the database they have.