SIM Technologies

This page is an index to the various technologies and resources required to implement SIM. They include:
 

• A shared customer information systemthat records individual preferences and past purchases so that staff and agents can give that personalised and individual touch.
• Rules based systems that trigger the appropriate response whenever there is a customer interaction. The response may be an automated response or may flag an action or sensitivity to the customer service representative or agent.
• E-Commerce systems for the secure purchase and payment of goods, and payment authorisation.
• Security systems and technologies to authentication users, agents, suppliers, etc..
• Data mining toolsto identify when to interact with which customers.
• Flexible component based IT systemsthat in-turn allow a products and services to be componentised. New Product Development Managers, and even customers, can then quickly assemble new products and services. The ultimate aim is to provide each customer with a product or service that meets their personal needs. This is called Mass Customisation. It is briefly discussed on the next page.
• Enterprise Repositories, or knowledge base, that hold all the attributes (or properties) of the components, products, services, processes, etc.. It is available to the whole organisation, agents, suppliers, and even customers.
• Object technology systems is a IT development approach for creating robust and reusable components.
• Networks that are secure, reliable, robust, available 24/7 basis and of sufficient capacity.
• Middleware that links together the different IT systems: customer facing interactive mediums, agent and distributor systems, supplier systems, database systems, legacy systems, etc..
• Business Process Re-engineeringfor competitive edge through the design and implementation of new business models; effective, efficient and responsive processes; flexible organisational structures; exceptional staff motivation; etc..
• Process Modellingfor the design of efficient and effective processes.
• GroupWarefor enhanced collaboration between all parties and the sharing and exploitation of knowledge.
• Human Computer Interfacesthat provide users with easy to use and intuitive systems.
• Interactive Mediums for enhanced dialogue between all parties, at any time and in any place.
• Workflow for the automation of the processes and the tracking of case work.
• An Architecture that provide a cohesive framework to realise the IT vision.
• SIM Software and Systems for speed of implementation and risk reduction.
• SIM Commercial Servicesfor speed of implementation and risk reduction.
• SIM Partnerships, again for speed of implementation, risk reduction, and knowledge acquisition.

To these one must not forget to include effective Change Management.

External Resources
 

1. See the Links to External SIM Resources.

[Overview]

[SIM Overview] [One to One Marketing] [Mass Customisation] [Interactive Mediums] [STEP Analysis]
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