Business CaseThe handling of general customer enquiries is creating a huge draw on resources within the GasEl Service Centre. In this assessment, working in groups you are required to prepare Bus

************************ **** ********************* **** ***** ********** Date[MM/DD/YYYY]Version *********** Approver[Name]    Team ********** ************** IDemail                  10 IntroductionOur **** have **** ************ to prepare a ******** **** ********** a *** ***** ********** ** ***** *** proposal is ** ********* a *** **** ** ******** the 640K ********* ** ***** mostly ******* with ******** ******* ***** *** also introducing * ****** from manual ******** **** the ***** *** by cheque ** *** **** ** a **** ******* ******** *** ***** ********* ********* ********** **** findings **** *** analysis were very ***** Staff ********* are ***** under-utilized ** * ****** ****** ** the *********** workload **** *** ******* billing ****** *** ******* areas causing stress are: · Bill ********* ** phone ******* *** **** ********** **** ******* ** correspondence email/post · ******** ***** and *********** ******* ** card ** *********** ***** are engaging ***** to **** ** ******** ************ of **** **** the ******** ******* team 2189% ** **** time ***** *** ******** ******* ** ***** ********** From our ******** ** **** recognized **** *** **** profitable sectors ** **** company **** ** sales conversion ********* ******* ********** ******** ******* *** ********* ******* *** ******* ********** *** suffering due ** **** ** provision ** ******** *** *************** * ****** ******* *** ** seen ** **** *** by immediately reducing **** ***** ***** *** *********** ********** ******** ** **** **** neglected ********** ******* ** mentioned ***** by ****** available ***** ** ******** looked at * ****** ** ********* solution options to address these ****** **** web ***** ********** ** card ******* facility *** ************ of a *** *** page ** ************* ******* simplification *** ******* as ** ** ***** ******* **** *** **** their ********** ***** but *** ******* ******** **** *** ****** ************** by *** *** *** *** ******** of *** ***** option ***** ******* ** simply ******** inefficient *** *************** *** ********* ***** as * ****** ****** ** ************ our web ***** ************ ************** ** ** *********** put ** ***** * strategic **** *** ********** to · ******** **** ********* to *** *** **** ** the GasEL website · ******* **** ******* facility on *** website to ******** ********* ******* ** pay **** *** ***** ** by post The plan will be ****** *** **** * ** ***** ****** to ease ********** and ******** loss30 ******* ***** is * ******** ****** provider with * ***** *** ******* ******** **** ** ** * **************** brand **** * ************* ***** ********* *** ******* are receiving * **** level ** ***** ** *** **** ** * ********** ** *********** ******** ** top of **** staff *** spending a *********** amount of **** ** **** ***** and ******** ** dealing **** **** ******* ** ***** ***** and **** Also *** payment facility processing ** ****** manual ** ******** *** hours are **** in this area ** **** **** is a ********* ** those ********** ** ***** to see **** ********* are ***** **** The ********* *** ******** ***** *** ******** ********* ** ******** ** *** new proposals  Process / ****** of Staff * **** **** Equivalent ** ************ ** Overall TimeBill ******* by Phone892120Bill ******* by *************************** **************** ** ******************** ******* ** **************** 21835186  As ******* ** ********** ** * ************** activity and *********** *** **** amount ** ********* already ******* in it *** proposals of *********** * FAQ section on *** ******* as **** ************ **** ******* *** *** ***** ****** ***** will ************* **** ** ***** ********* *** ***** **** ********** ********** **** as ********* *** private ***** *** ******* reductionWith * ***** of **** ***** annually **** ** ****** ** ******** ********* *** **** ***** accounts for over *** ***** of ******** ************ of **** ***** It **** ******* to *** ** ******** ***** Presently *** company ** spending **** **** **** of *** over-all time ** ******* ** *** **** ** another *** requires 2183% ** ******** ***** ** deal **** ** With *** ************ ** *** FAQ’s **** on *** ******* and **** payment facilities **** ******* ****** *** ***** ** ***** *** ********* ******** *** improvement in ***** areasBut there are real ******** ****** *** company ***** if *** ********* **** **** grow at * ******** rate *** **** ********** ********* *** *** ******* ***** ******* ******* ** * ********* opportunity at hand *** GasEL to **** substantial ******* **** minimum ****** ******** *** company ** focus ** ***** more ********** ********** *** ******* internal management40 ******* ** **** ******* ** have outlined *** ********** *** ************* ** ******* ******* ******** ** bill ******* and payment options ** have also ******** *** *********** ****** *** the ***** ********* ** put ** ** ******** Invest in *** ***** *** *** **** Bill *** Pay **** ********** ********* ******** *** ********** around the handling of customer ******* *** ****** card *********** Set ** *** ********** ***** ** *** Service Centre ** **** **** ******** ******* and **** *********** ***** ******* **** ***** **** ***** management **** ******** ** ***** ********* ** ******* *** Service ****** *** ******* ***** *********** *** ********** card payments ** ********* ****** ** *** ***** FAQ *** **** Bill and Pay **** facilities ****** **********  • **** ******* ** ** **** ** *************** ***** up staff *** deployment in ***** **** ********** sectors **** ** ***** ********* service account management *** ************ ***** ** **** *********** use of digital • ************** costs **** ** minimized ** ****** ********* ** already in place website • ***** * ******* solution will **** *** eyes ** ********** and ******* other opportunities *** *************** ******** ******** service ** more efficient ******** ** *********** *** ** ****** ******* ** *** ********** **** *** customer ******* *** branding ** ************** ** ******** ** expected by up *** ****** ********** ** ************** Paperless ******* ** the ********* ****** ******** *** **** secureDisadvantages ***** ****** ************** **** ** required • ***** may ** **** initial **** *** We **** **** our initial ************* **** ***** *** **** *** *** direct ****** set ** ******** ***** ***** over 95% ** ********* *** ****** **** *** phone or by **** So ** *********** * *** payment system will inevitably ***** **** **** ******** Customer ******** at **** ** handling ******** details *********** ******* simplification **** be necessary ****** automation • Market ******** will ** ********* *** ************* *** *** **** ***** *** ********* when ****** * **** ** ** ** **** *** process user ************* *** *** page **** **** ******* *********** ******** ** ******* the main ******* ********** ******** **** customers *** calling about So ** *** **** *********** ******** *** **** ****** ***** well then a ******* ******* section will ** necessary * ****** *********** ************* **** **** to ** *** in ********* ******** *** ********** around *** ******** ** ******** queries and ****** card ******** **********  • ************** ***** for IVR *** *** ********* of ************* ******* ** real ****** ** ***** ** ******* ** ***** is ****** ************** ************** ***** ensures **** ********* can **** ********** Simplification ***** ******* that ********* *** **** ************* Little ** no ********** ** present *************** **** ******* ** ** **** ** **** ************* ***** **** ***** have ** ** **** answering ******** ** ***** ** ****** **** ****** ** ****** ** ************** could ** *************** *********** information ** ******* to ******* could ** ******** *** ***** optionsDisadvantages  • Simplification ** ********* ** *** ******** ******** process remains the **** ************ *** payments • *** not ********* ******** *** **** ***** of huge ********* ***** into the area ** ************ *** ****** ** ******* in ***** of ******** *** **** ** *** ********* ** initiate **** option ** **** ******* are ***** **** and ****** ****** to **** enquiries ***** **** ****** * **** ***** or ****** *** ** *** ******* **** *** ** ** *** addressing *** *** ****** ** ******* enquiries ***** *** ******** ******* information • *** ******** ** *********** customers ******* ********* ** *** ****** the same level ** ********* *** up *** ********** ***** in the ******* ****** ** **** with Customer Queries and Card ********   Advantages ***** ********** and ************ ** ***** ********* ** having dedicated ***** lifts moral • Some improvement ** staff ************** ***** allows ***** *** **** ********* ******* ** ********** ** ******* protocols • ***** allows ******* * **** *** ***** meaning ** disruption Disadvantages ***** **** still ******* ******** *** ********* meaning **** ***** ***** **** still ****** **** ** sales ******** service *** corporate ******** *** ************ ************* ** ** option ** failing to recognize ******** ******* ** ********** ** our ******** *********** Set ** *** ********** teams in *** ******* ****** ** **** **** ******** ******* *** **** ************* *** taking ********* ** ******* ******** *** company ******* ** remaining ** **** such * ***** change • ***** **** **** ******** ********* ** ******* ******* ** ******* ****** **********  • ********* **** ******** ** ******* * ************ service from the Service ****** Staff ****** **** been referred ** *** Web for ***** ************* ***** will be ** disruption of *** ******** base ******* **** ****** ** ******** *** *** ***** ************* ****** ********** and ***** to continue **** current routine *** ********** ** ********** of time effort or ***** ******** ** ****** ** *************** **** *** expose ********** to *** ********* ******* ******* *** ********* ************ ****** ******** ******* to *** *********** **** ** Credit Card **********************  • ******** ******** ********* *** **** ******** **** continue ** ****** *********** ********* ** *** ******* ****** ********** ** *** ** time *** just **** ****** ******** ********* ******** on ********** ** ******** ********* to ******* ******* ******** ********* Management fail to ******** *********** investment ******* **** ** the ************* ** ***** ************ ********* ***** the ******** Web ******** may *** ** ****** ** contact through *** ******* ****** ******* ****** efficiencies ******* ******** ******* *** ** *** *************** **** performance ** Sales Conversion Corporate Service *** ******* ********** ****** ** continue as ********* continues ** **** ******** call’ ** ********* ************** Fall ******* ****** *********** *** *** ************ utilizing digital *************** ******* ****** ********** ** ******* changing demographics **** ******* ‘tech savy’customers ****** ****** ** *** ****** ********* *********** ****** ****** ** *** ***** *** and **** Bill and *** **** ********** ****** **** **** **** **** ** over-all ************ of time **** ***** ***** ** ******* ** one **** ** ******* is ****** *** sustainable Sixty **** ******** ********* ****** **** *** call ****** annually ****** relating to **** ********* ** * **** drain ** ********* *** as the company gets bigger this percentage will **** increase ******** ******* ***************** ******* has * ******* in place ** ****** ***** new ********** ** * *** **** and card ******* *** relatively easy and straight forward *** ******** of ***** two ********** will ****** ******* ** directly reducing *** **** amount of ********* necessary to ******** the ******* *** *** ****** ************ ************* *** will be ******* for both of *** *** based ********** **** **** ******* in ****** **** information ** ********* ** ***** ****** the **** customer ********** **** ***** these ********** We will ******* *** ************ in ********* *** ******* ************ ********** ******** **** ** *** ** ***** ********** ** ******* **** be phased ** ****** ** ease customers **** *** *** ******** summarize there ** **** ******* ** ** **** both ******** *** ********** ** *** having ** engage **** **** **** your ***** ** ************* ********* **** ********* ** *** ** no ***** **** ***** from the ******* *** up costs Even **** is somewhat minimized ** already having * ******* ** ***** ******* ** staff ** ***** ** **** ********** ******* such ** ********* ***** ********* service ******* ********** *** ******* will ******** revenue ************** ** ********* ** ******** ** ** ******** standard **** internally and **** by the ******** It ****** ****** ****** ** *********** *** ******** service *********** *** frustrating wait ** **** for **** **** ** ** ******** This initiation by *** ******* **** ******* the *********** of using ******* solutions in ***** ***** **** ** paperless billing ***** ******** *** auditing (Salesforce) ******** apps *** ******* ** ****** ****** tips to ******* service50 ******** ******** ***** ***** **** reduced ** **** ****** – presently there *** 218% fulltime ***** involved in ******* **** **** be reduced ******* **** ********** ** ******** *** *** ******* ******* **** **** ********* ******** **** * fulltime ***** will ****** ** deal **** refunds *** ******* **** ***** ****** to a saving ** €676400 annually • ************ ** 178% ***** to **** ********** ********** such ** ********* ***** *** ******* management **** ******* ***** ******** €35 million extra ***** to deal with **** ******* **** ** **** ************ ******** ** sales ********** ** newly ***** up ***** *** ************** ******** ** ******** ************ as ****** ****** ** information **** as ******* ******** bill • ********* in ******** as ****** payments **** ************* Lowers **** ** ******** *************** ****** ********* ******** ******** **** ** *** many ********* are using *** **************** ***** ***** ** management **** Digitalization ** * possible solution *** increased ******** ** ***** ********** ***** moral ****** ******* ** reducing ******** ** incoming calls ** redirection to *** *** card ************ ******** leadership ******* ** reducing ******** on staff ******* and ********** ************* ***** *** **** ** further ******* ************* **** ** paperless ******* ***** ******** *** ******** ******* *** ****** ******* app for ********* *********** ****************** *** ******** *** ****** ** Direct Debit 60 ***********  • That **** ******* enquiries *** about ******** ******* information • ** **** *** new DD’s *** *** ** **** **** **** ***** imply **** *** other payments *** **** ****** the call *********** **** *** ******* **** ***** earn €38000 annually • **** **** ******** staff **** ****** ****** billing to ****** ******** enquiries ****** ******** and ******* ***** *** *** ******** *** rolled ******** *** new ******** **** ** ****** out ** ****** ** **** *************** ***** **** be an annual cost ** ********* website maintenance **** ******** ******** to *** *** *** ***** ************* That **** staff *** ******* in billing ** **** ** another • *** ***** ** an ** ***** project ************** That a ******** ******** ** given ** a ******* ********* **** Assessment  Risk ******************************************** ****************************************************************************** **************************************************** and ******* ******************************************************************************************************************************************************************************************************************** from ****** *********************** billing    representing User    enquiriesonthe    Community       FAQsection             resulting in   3Acceptance ******** **** be    undiminishedcall    clearlydefined and    volumes–thus    agreedwithuser    slowing down ************************************************************************************************************************* will apply           5Monitoredweeklyby           service ****************************************************** **** RiskunlikelyModerate5                      Project                 implementation                distractskey                resources **** ************************************* *** **************************************************************************** PhaseLikelyMajor 8 1Daily ********** by    Transitionphase      service manager                     will ***** some *********************** ***** ************** *** *********************** in ********************************************************************************** **** bills            4Serviceemployees             notifycustomers             still calling               5Incentivesputin             place                    FAQ  UnlikelyMajor6 1 **** **** IT staff in place to    FAQ *** ***** ******************* *** ********************************************************** date    2Monthly ********* **************************************** ********************************* **************************************************************************************** Good ************* with           sales andmarketing           departments ************************************************************************************************************************************** ************************* ** losing ************** ******* ***** tutorial ********************** *************** ** *** bill ************************ ******** ******************************************* automation        and ******** skills     customerpreference            when paying(chequeor            by ***** ** as new                             payment information ************************ out *** be correctly        tailored            4Personalassistanceby        phone ** phase *** stages       5Creatingawarenessof        onlinesecurepayments        through  advertising        Campaigns          6Incentivizetomakethe        change **** ************************************************************************************************************************************ ************************ ****** ** ** *********** ******* in ******************************************************************************************************************************************************** *** ***** ** ************************ ****** ****************************************** forextra        effort needed for        implementation                      80 ********* ***** ***** and ********** **** ***** ***** ** Employ ******** Analyst * ********* ****** ********* management **** *** **** project **** ******* * weeks · Prepare *********** ************* ******** *** *** ****** and *** page ************** – * ********* Prepare requirement **** *** **** payment ******** * * ********* **** in ***** *** ****** ************** *** ********* - * weeks * * ***** ** ****************** *** ******* ***** *** **** ** old ****** * * *************** *** ******* ***** ** **** ** *** ****** – * ************ *********** and ********* ******** *** ************ ** *** ****** – * weeks Implements advertising *** marketing ******** * 3 *************** ***** ******** programs for *** system ****** all departments - * ************ which *** involve * direct ******** *********** *** ********* ******** * **** cost * ************** Staff bonuses and ********* ***** * ****** cost - ************* ******** for ** *** ****** **** responsible - **** **** * ************* ******** provider ******** * ***** * low **** * ************ ***** ********** x * * **** ***** * ************** Fulltime *** maintenance ***** * * - **** **** * ************** *********** * *** **** * ******************** ******************************************************************* ************************************************************************************************************************************************************************************************************************************************************************* Revision History *************************************************** of ***************************************** Release    APPENDIX **************************** **** ****************** ******** ******** ***************************************************** * * ********* **** *** of ***** ******** ********** *** ***** ********* ** **** ********* ******** **** ***** ***** ********** D Mowen * ***** **** * ********** *********** ********** and ******* ******* *************** * ****** ******** ****** for ********** marketsElectronic *********** ***********

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