Degree Type

Creative Component

Semester of Graduation

Fall 2018

Department

Theses & dissertations (College of Business)

First Major Professor

Sree Nilakanta

Second Major Professor

Russ Laczniak

Degree(s)

Master of Science (MS)

Major(s)

Information Systems

Abstract

This creative component paper focuses on capturing all data related to customer communication both before and after selling the product. The project is a customized Salesforce application that helps the sales team in the company to effectively capture various data points during customer interaction. The two main areas of focus of this project are contacts and cases. The main objective of this project is to identify and convert prospective customers to actual customers. Another main portion of the project is to analyze how the customers came to know about the company which will help us identify the line of marketing to focus on in order to attract more customers. Emails can be easily sent to multiple customers directly from the application, and every email will be tagged to the corresponding customer to track all form of contacts made with the customer. Call logs can also be captured along with detailed descriptions and events can be scheduled with the customers such as customer visits with date, time, agenda, and other parameters. Cases help us capture the reasons as to why customers reach out to the company. Each customer may have multiple cases tagged to them. Reports are generated by performing data analysis on the case information to identify the most commonly occurring product issues, number of cases that are currently open, and many other such results. This information can be used to improve the current product, increase customer satisfaction, maintain better customer relationships, understand customers better, and perform data analytics on the captured information to identify patterns and trends.

Copyright Owner

Allan Kishore Kumar Francis

File Format

application/pdf

Share

COinS