Role of the Web in Your Business Information System

1
Role of the Web in Your Business Information
System

• Chapter Four

2
Web and BIS

• Bergmans Technology Law
• New technologies let you do more things, and do
  them better than you could in the past, but they
  rarely reduce costs
• Bergmans Corollary
• The best way to eat an elephant is one bite at a
  time.
• Choosing the Right Kind of Network
• Improving Operations
• High-touch web-based customer service

3
Choosing the Right Kind of Network

• Intranet
• Extranet
• VPN

4
Intranet

• inTERnet Worldwide network of networks
• Common protocols
• Share information with other networks
• inTRAnet Network within a company not
  connected externally
• Common protocols
• Information stays secure within the company
• Note for purposes of clarification internet and
  intranet are capitalized incorrectly on these
  slides.

5
Extranet

• Connecting inTRAnet to the inTERnet
• ISP
• Security
• Firewall A firewall is a set of related
  programs, located at a network gateway server,
  that protects the resources of a private network
  from users from other networks.
• Passwords

6
VPN Virtual Private Networks

• Like an extranet with additional security
  measures
• Encryption and decryption technologies
• Resident on users computers / servers
• Reasonable costs
• Enhanced security
• General Internet users can not access company
  servers

7
Improving Operations

• Enhanced communication
• Vendors
• Customers
• Prospects
• Remote offices
• Press

• Paperless society
• Employee manual
• Purchase requisition
• Purchase order
• New account application form
• Employee application form
• Q-C form

8
High-touch, High-techcustomer service

• Not mutually exclusive
• Knowledge is key
• Customer-centric processes

9
High-touch, High-techcustomer service

• Think Warmer
• Answer customer questions better
• Know your customers
• Track customer purchases
• Track shopping patterns
• Know what your customers want

10
Customer tracking software
11
Customer tracking software
12
High-touch, High-techcustomer service

• DIY Order Tracking
• Do not reply to this e-mail. UPS and PROLOG
  LOGISTICS, INC will not receive your reply.
• This message was sent to you at the request of
  PROLOG LOGISTICS, INC to notify you that the
  package information below has been transmitted to
  UPS. The package(s) may not have actually been
  placed with UPS for shipment. To verify when and
  if the shipment is tendered to UPS and its actual
  transit status, click on the tracking link below
  or contact PROLOG LOGISTICS, INC directly.
• Important Delivery Information
•  
• Scheduled Delivery 07-January-2004
• Shipment Detail
• Ship To Tracking Number
• Joe Jones 1Z57E05E0341765119
• 35007 42 AVE
• Anytown, USA Accounts Receivable Customer
  Account
• Number of Packages 1 480
• UPS ServiceGROUND Reference Number 2
• Weight 0.6 LBS
• JUVENON-INC-22285
• Click here to track if UPS has received your
  shipment or visit http//www.ups.com/WebTracking/
  track?locen_US on the Internet.

13
High-touch, High-techcustomer service

• DIY Order Tracking (FedEx, UPS, DHL)
• UPS OnLine Tools Make E-commerce Work for You
• UPS Signature TrackingTM Tool - obtains valuable
  Proof of Delivery information including a
  digitized signature and delivery address
• UPS Rates Service Selection Tool - lets online
  shoppers compare prices and select shipping
  services
• UPS Time in Transit Tool - enables your customers
  to compare the speeds of different UPS shipping
  services to everywhere UPS delivers around the
  world
• UPS Address Validation Tool- ensures that
  customer-entered shipping addresses are correct
  at the time of order
• UPS File Download for Quantum ViewTM Tool -
  automates retrieval of Quantum View files, which
  can then be integrated into your back-end system
• UPS Tracking Tool - provides up-to-the-minute
  package status to your customers
• UPS Shipping Tool - brings UPS Web-based shipping
  to your employees' desktops

14
High-touch, High-techcustomer service

• Customer Help
• Answer the Question
• Give the customers what they want
• Autoresponder
• Respond quickly
• Must know exact response
• Check resource CD for autoresponder services-

15
24 hours of Debs mailbox
16
24 hours of Debs mailbox
17
24 hours of Debs mailbox