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  • VITAL SOLUTIONS HAVE ID 6 AREAS THAT WILL PREVENT CANGO’S SUCCESS IN ON-LINE GAMING IF NOT CORRECTED
  • http://www.cisco.com/web/ME/solutions/smb/need_to/serve_customers_better.html#~how_it_workImmediately identifying incoming callers. When customers call, their records pop up on a computer screen. Now your employees have everything they need to quickly address customer inquiries and issues.Viewing other employees' phone status. Don't know the answer to a customer's question? You can quickly determine whether or not the right person to help them is available at that moment. You'll save time—and provide more attentive customer service.Understanding call patterns. Managers can easily see data for caller wait times and abandoned calls. This data helps managers identify where additional training, hiring, or other customer service improvements may be needed.
  • SOME STATS
  • These resources can be used to monitor what consumers are doing when they visit CanGo’s page

Transcript

  • 1. Team GreenLeroy SuneusTameesha TaylorBrent Zipkin
  • 2. CanGo is an on-line business that offersbooks, music and movies for customer’sentertainment.CanGo would like to venture into on-linegaming - a $15 billion dollar industry.
  • 3. CANGOFinancialManagementCustomerServiceCompetitionAutomatedStorageRetrievalSystem
  • 4. • Strength: previous experience with marketing andselling products on the internet• Weakness: financial management• Opportunity: integration of new technology intothe current database• Threat: existing competitors in the online gamingindustry
  • 5. • CanGo has already set the precedent for beingone of the fastest growing online companies.Given its current success, their previousexperience with marketing and selling productson the internet is CanGo’s strength.
  • 6. ISSUES IN CANGO’S CUSTOMERSERVICE:Availability of company informationLong wait timesPoor return policy
  • 7. Recommendations: Hire Customer Service Representatives (2) Purchase Cisco customer service phone system Accessibility of company information on Web Improve return policy via UPS/FedEx
  • 8. ElizabethCEO & FounderEthelAccountingAndrewDirector ofMarketingClarkDirector ofFinanceMariaHuman ResourcesWarrenOperation ManagerDebbieAssistant OperationsManagerGailLiassonWhitneyVacancySwing ShiftSupervisorDay ShiftSupervisorVacancyBenefits AnalystVacancyFinancialAnalystVacancyMarketingAssistantVacancyAdministrativeAssistantZackWarehouseOperatorLuluWarehouseOperatorEdnaWarehouseOperatorBeefWarehouseOperatorRalfWarehouseOperatorVacancyCustomer ServiceVacancyCustomer ServiceNickWarehouseOperator
  • 9.  CanGo faces a threat with existing competitorsin the online gaming market Spend money on research and development Broaden market segment to mature audiences
  • 10.  2009 Accounts Receivables $33 million Inventory $32 million Advertising $26 million 2010 (Adjusted) Accounts Receivables $10 million Inventory $4.5 million Advertising $ 5 million Money to spendelsewhere = $55.5million
  • 11. CANGO target customers 18 years and olderwho enjoy the latest in online entertainment. $15 billion industry w/over 20 million players 58% male 42% female Average age: 25-44y/o Income: $35K - $75K p/yr
  • 12. Performance before UPGRADE0123456IBMPratt&WhiteyCanGoPerformance after UPGRADE0123456IBMPratt&WhitneyCanGo
  • 13. Problem: Accounts receivable Scarce resources: staff and technologySolutions:Identify how CANGO is losing moneyIdentify how CANGO will make money.