Case Study Example | Topics and Well Written Essays - 500 words - 7

Case Study Example There big breakthrough came in 1997, when they designed a software system known as COSMOS which would totally focus on the customers needs. This system had various advantages. One of them is that the customers organized it (Plunkett 27). This had several reimbursements. Through this system, it was easy for intuit to know who are its most loyal profitable customers. This system kept a record of every customer, and with this, company would easily identify the profitability drivers. Therefore, this was very advantageous as it developed a greater understanding of Intuits customers. An added advantage is that it enabled the sales agents to be well informed when dealing with customers. This is because all the customer information was accessible to them as they could see it in the customers file. The advantage of this is that it created an efficient way of working with customers, for example, those customers that had special requests. Decisions made on how to deal with these customers could be supported by having information on the customers specifications, and his or her past transactions. COSMOS also developed a system that automates data entry. This was of great significance as it helped reduce errors, and decrease call length. In 1999, Intuit integrated a new phone system technology into COSMOS (Plunkett 120). The system performed in a way that it identified the customer who was calling, and brought his or her records regarding any transaction made in the past. This enabled FSG to track its high value customers, and direct them to highly skilled and trained special agents for the provision of optimum services. As much as there were several advantages the company faced as a result of becoming online intermediaries, there were also a number of challenges faced. The company faced the challenge of the company changing its mindset from being a product driven company to an online servicing company (Plunkett 45). According to Redmond, the companys CEO, the switch