Real World Case Study

1. How do information technologies contribute to the business success of the companies depicted in the case? Provide an example from each company explaining how the technology implemented led to improved performance.

eCourier - eCourier has benefited in several ways since making the business decision to implement innovative IT solutions to differentiate from competitors. Using the SeeWhy software to generate customer feedback created access to valuable customer information and feedback otherwise unavailable in an industry so highly competitive that customers are more likely to discontinue services than file a complaint; the convenience of adding an online booking feature added value to the company's revenue generator; and the dependability of GPS-enabled tracking helped improve customer satisfaction and minimize costs by monitoring for efficient deliveries. Combine automatic generation of customer feedback, analysis of customer trends, increased reliability, and effective cost control and you have a potent recipe for a successful business plan.

Cablecom - Cablecom's need for IT innovation stemmed from its desire to improve customer retention. The company combined statistical software with electronic survey data to determine customer satisfaction trends and identify weak points in typical customer cycles. By utilizing these IT solutions to identify weaknesses in their services, Cablecom was able to initiate damage control procedures with high risk clients before signs of dissatisfaction became otherwise apparent and thus improved customer retention.

Bryan Cave - Bryan Cave used IT to simplify data interpretation into usable formats. Couple this improved understanding of cost control and revenue generation with the innovative development of per-square-foot billing for legal services - a billing technique that would have been impossible to develop without IT statistical modeling and analysis tools - and this law firm has improved both customer satisfaction and profitability.

2. In the case of law firm Bryan Cave discussed above, the use of BI technology to improve the availability, access, and presentation of existing information allowed them to provide tailored and innovative services to their clients. What other profession could benefit from a similar use of these technologies, and how? Develop two different possibilities.

I believe the medical industry