Evaluation And Selection Of A Customer Relationship System For Tier One Suppliers Insurance Group (TOSIG)

Background

Tier One Suppliers Insurance Group is known to offer insurance to Tier One Suppliers. The insurance is offered on improvements like machinery, stockyards, buildings, storage silos and the fencing. TOSIG is currently struggling to manage the agents and the clients. That is why they have planned to upgrade their existing information system. The new customer relationship management will help TOSIG to serve the customers better. The business operations will be carried out over the cloud platform. TOSIG can be able to monitor the business activities. They can monitor the agents’ activities as well. The new upgraded information system will root out the risks associated with the business. TOSIG can carry out the operations efficiently and effectively. The cloud platform will help the agents to work while travelling through the vehicle. He agents can spend less time in the office and can focus more on the productivity. TOSIG can close some physical offices and in this way, they can curb the overhead costs.

Tier One Suppliers Insurance Group is an insurance company that offer insurance to Tier One Suppliers on the improvements like the machinery, storage silos, stockyards and the buildings. The insurance for crops is offered by TOSIG. TOSIG is conducting business for around 65 years. They have 150 agents in the field. The company underwrite insurance on y6.7 billion dollars’ worth of risk. TOSIG manages offices in the regional Tier One Supplying areas. They take the strategy of maintaining the existing customers and enhance the number of insurance products to the clients. They want to enhance the business growth by increasing the sales of insurance to small enterprises as well as the medium enterprises in the regional areas.

TOSIG agents arrange a site visit for the clients at five years interval. After the five years, the clients confirm all the items’ details they are insuring. The agent inspects all the property that has been insured and enters the information. If the client wants some change, they propose the changes. The agents make all the amendments accordingly.

However, TOSIG is facing several issues. TOSIG can sell kore insurances, but they are missing the opportunities as the agents if TOSIG does not have the ability to receive the report in the field. The agents spend most of the time in the office entering the data in the system. TOSIG has concerns regarding the high risks clients and the low risks clients. TOSIG is also concerned that their agents are arranging the visits and they are the offering the insurance where it is required to manage the insurance risks. Also, the company is facing the issues related to vehicles, Blackberry telephone and laptop with insurance dongle.

Goals

TOSIG, for this reason, has planned to upgrade the existing information system. TOSIG decides to initiate a new customer relationship system. The management of TOSIG decides to hand over the tablet, mobile and laptops to the agents. The tablets, mobiles and the tablets will contain all the necessary information of the agents. All these systems- laptops, mobiles and the tablets will be integrated with TOSIG systems. The systems will be connected to the cloud server. In this way, TOSIG can keep track of the agents. The clients’ details will be stored in the database and the database server. If TOSIG agents update the details of the clients in the tablets, the information of the clients will be updated automatically in the cloud. Thus the agents will not have to update the system and the database manually. They will not have to invest much time in the office instead they can devote their time in business deals with the clients. TOSIG can minimise the overhead costs. TOSIG can monitor and control the clients and the agents with the new customer relation system. The agents have some issues with the new system. However, they should know that the new system will facilitate them and will ease their pressure. The new customer relation system will offer them, long-term benefits. The management board decides to spend $10000 for conducting the feasibility study to investigate about the system. The project manager will analyse the pros and cons associated with the system.

TOSIG offer insurance to the Tier One Suppliers mainly on the improvements like fencing, storage silos, and machinery and stockyards. The client is expected to visit clients after every five years interval. It is the responsibility of the agents to inspect the property and update the information of the clients. However, TOSIG is facing issues while handling the clients and the agents. TOSIG is missing the opportunities to sell more insurance as the agents do not have the desired capability to receive the report in the field. The agents spend most of the valuable time entering data into the system rather they should spend dealing with the clients. The managers are also concerned about the risk clients. According to them, the higher risk clients received more and more visits. The low risks clients must be received considerably fewer visits. TOSIG is also facing another issue. TOSIG is also concerned that their agents are arranging the visits and they are the offering the insurance where it is required to manage the insurance risks. The clients are struggling with the vehicle, laptops with the wireless dongle and the Blackberry telephone.

Scope

They decide to upgrade the information system. They need to start a new customer relationship system. The management team of TOSIG will provide them with tablets. The agents with the assistance of the new customer relationship system can be able to reduce the amount of time of entering the data into the system. TOSIG decides to provide them with laptops, smart phones and the tablets. The tablets will contain all the necessary detailed information about the clients. The tablets, laptops as well as the smart phones will be connected to the cloud database and the cloud server. The clients’ details will be updated automatically. Therefore, the agents will not have to enter the clients’ details and will not have to spend time in the office. Instead they can spend time discussing with the clients about the insurance. TOSIG can increase their productivity with the help of this approach. The new customer relation system will reduce the overhead costs. The agents have some issues, but they must know that the new system will provide benefits in the long run. TOSIG is ready to invest $10000 to conduct the feasibility study of the system. The project manager will analyse the risks and will prepare a project plan.

The risks, assumptions associated with the upgrading the system is as follows-

Assumptions and Risks

Public cloud is less expensive compared to the private cloud

The project compliance needs, management efforts as well as the upgrades to aid performance makes the cloud platform much more costly. The public cloud cost is not taken into consideration at the time of customising the applications. TOSIG will have to pay heavy to adopt the cloud computing system, or he upgraded customer relation system. Therefore, it is a great risk.

The cloud is comparatively less expensive compared to the on-premise computing

Every organisation comes with a different combination of factors that creates an impact on the evaluation of the on-premise deployment and cloud service provider or a combination. TOSIG will have to bear the cost of the security testing and validation of the system, redundancy and the backup, 24×7 supports. Thus it is a risk.

Building native cloud apps for the cloud

TOSIG must carry out the feasibility test; the feasibility test will let them know what their intentions and the assumptions are. TOSIG will have to use the cloud platform wisely; they must build the cloud apps accordingly. Thus it is a risk, they will have to know the potential benefits of cloud platform and must use it appropriately. 

Key Stakeholders

Constraints

The project manager will carry out the feasibility analysis and he is responsible to prepare the project plan. The project plan will have the details of implementation of the customer relation management system. TOSIG will host the new customer relation system to the cloud server. However, they will have to spend heavy to host the application on the cloud server. They will arrange the budget for the project. The stakeholders of the project will have to take the responsibility to complete the project within the deadline and the budget.

Stakeholder list

Conclusion

The customer relation system is about to bring several benefits to TOSIG. TOSIG decides to provide them with laptops, smart phones and the tablets. The tablets will contain all the necessary detailed information about the clients. The tablets, laptops as well as the smart phones will be connected to the cloud database and the cloud server. The clients’ details will be updated automatically. Therefore, the agents will not have to enter the clients’ details and will not have to spend time in the office. Instead they can spend time discussing with the clients about the insurance. TOSIG can increase their productivity with the help of this approach. The new customer relation system will reduce the overhead costs. The agents have some issues, but they must know that the new system will provide benefits in the long run. TOSIG is ready to invest $10000 to conduct the feasibility study of the system.

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