Key Technologies

Software Needs
CRM is a piece of technology used to organise, automate and synchronise
all of the customer facing areas within the company.

Software

CRM
Customer
Relationship
Managemen
t

Key Features

Customer

relationship analytics
After sales service

Company
Needs

behaviour
patterns

module and repair

(sales data

management

module.
Time management

analysis)
After-sales
support

and scheduling of
resources

Customer

(surveys)
Scheduling of
lessons

Customer relationship analytics: module will support the supply chain,

as the demands of customers will be analysed based on customer
behaviour.
After sales service: module will support the order fulfilment returns
process by assisting the returning / replacement of sheet music files.
Time management and scheduling of resources: module will support
the web-site because users will be more flexible and accurate on their
lesson scheduling.
Please refer to Appendix for detail explanation of CRM Customer
Relationship Management

Supply Chain Management Systems SCMS

Each supplier will have a different systems installed in place and it could
be challenging to make systems talk to each other due to different format
files and encryption. EMA needs certain element of integration in order to
transfer data from suppliers to the website database, as it needs to be
stored for customer and teachers profiles.

Software

SCMS
Supply
Chain
Managemen
t Systems

Key Features

Company Needs

Electronic data

Document

interexchange -

standardisatio

EDI.
Supplier

n
Communicatio

collaboration

n with
suppliers

EDI Electronic Data Interchange: module supports the supply chain

management such as third party sheet music provider will connect to the
EMA website.
Supplier Collaboration: module support the supply chain and order
fulfilment such as orders, transferring and invoice.

Database management systems DBMS

The key technology for EMA`s database is a database management
system (DBMS). This will make it easier to retrieve, manipulate, and
produce information. (Tutorialspoint, 2015)
Types of users in DBMS:

Administrators maintain the DBMS and are responsible for

administrating the database.

Designers are the group of people who

actually work on the designing part of the

database.
End users are the group of people who are
students and teachers in EMA.
DBMS will support the website include
below users and order fulfilment as well such as items that are
purchased from EMA.

Download speeds
Download speeds are fundamentally the speed of which anything
documents; folder or application can be downloaded from the web. This
must be considered by e-business organizations because download speed
will influence how effectively the organization will work. Servers are fast
and reliable backup server for contingency plan. Fibre cables will be used
internally to allow maximum connectivity.

Security
Clients are very careful about the secured website and secured online
payment facilities. There are some measurements to secure safe
transactions. (Out-Law, 2013)

Encryption is extremely powerful and secure approach to protect the

information being transmitted over the system.

Digital signature enables users to protect their data by username
and password facility.

Website Updating
A content management system (CMS) is a system used to manage the
content of a Web site. Typically, a CMS consists of two elements:
(Techtarget, 2011)

The content management application (CMA) and

The content delivery application (CDA).

The CMA element: Allows the content manager to manage the

creation, modification, and removal of content from a Web site without
needing the expertise of a Webmaster.
The CDA element: Uses and compiles that information to update the
Web site.
Please refer to Appendix for detail explanation of Website
Updating.

Business Intelligence Software - BI

Business intelligence tools and data warehousing are required to make
sure that information flow in is analysed and optimized for the decisionmaking. Data mining will allow company to extract relevant data and
generate reports. (Oracle, 2015)
Data mining will support most of the departments of the company such as
marketing, finance and supply chain. Based on order fulfilment processes
company will be able to follow customer`s required data for promotion
and sales organisations.

Payment
People are familiar or already have an account in PayPal that will help the
EMA to reach targeted customers easier. Users can log in directly and
make the payment in EMA website.

PayPal

Main Advantages
Credit card security
Keep your credit card
information private.
Send money
Can instantly transfer
money
Cost
Free of charge on
service and
processing.
Flexibility
Multiple account
adding feature.

PayPal: Supports the website as showing secure website to shop

and supports the order fulfilment as facilitating most secure and
easy payment type.

Enterprise Resource Planning ERP

ERP consists of multiple enterprise software modules that are individually
purchased, based on what best meets the specific needs and technical
capabilities of the organization. EMA needs to use Accounting, Finance,
Human Resource and sales and marketing modules (TechTarget, 2014).

Cloud Technology
EMA has huge ongoing data saving and this is growing every day
therefore the most important feature that EMA need is fastest connection
and scalable storage. Therefore, cloud storage is the best choice to
choose. EMA will use cloud system for: (Asnettechnologies, 2015)

Video conferencing (cloud service)

Cloud database which include user data (profiles), video history,
teaching materials and sheet music storage.

Website

Payment (PayPal)

CMS

CR
M

SCM
S

DBM
S

Database

Hardware (Servers and other

equipment)

ERP (accounting,
HR and Sales
marketing)
Cloud
(service)
Cloud
(storage)

Hardware Needs
Web Server
A Web server is a framework that conveys content or services to end
customers over the Internet. A Web server comprises of a physical server,
server operating systems (OS) and programming used to facilitate HTTP
correspondence.

Other Hardware Equipment

The most important hardware is computer in a company. There are some
additional equipment which printers, scanners, phones, modems and fax
for ongoing daily usage. There is another important hardware which is
data server for back up files. It is essential to keep data in different place
or places as a contingency plan. It should be fast and reliable to keep
customer satisfactory at the same level.

Database Transactions
Backup

Client
PC

RequestReply

RequestReply

Reques
t
Repl
y
Websit
e

RequestReply

RequestReply

Sheet
music
Database

RequestReply

Cloud Service
Video conferencing
Virtual hardware
User data
Teaching materials

Appendix
CRM Customer Relationship Management:
The key CRM features required by EMA are:

Customer behaviour patterns (sales data analysis)

After-sales support (surveys)
Scheduling of lessons

The required modules from CRM to meet these needs will be:

Customer Relationship Analytics module is needed to measure

the EMA`s efficiency. This module will help the EMA for segmenting
the customer`s behaviours and EMA will adopt more accurate

products based on customer`s requirements. (Apliqo, 2015)

After sales support is usually providing by after sales
service module and repair management module. EMA needs to
evaluate purchased items, returned items and fixed items. Receiving
these information will be collect by survey forms and customer order
history. Benefits of these modules to EMA will be:
Search for reports such as receipt status of after-sales
service requests and repair status in the format you
choose. (Encounterp, 2015)
For paid repairs, track sales of consumed and used
items and print out sales slips. In our case items are

sheet music and e-learning materials.

Set the process steps for after-sales service.
Time management and Scheduling of Resources module will
help the EMA for especially scheduling the lessons. Teachers and
students will make booking through this application. (Hansa World,
2015)

After-sales service requests (Encounterp, 2015)

Sheet music file was corrupted, it is fixed and replaced from the
database.

After-sales service repairs

Supply Chain Management Systems SCMS

EMA require a supply chain management features which are:

Electronic data integration.

Client collaboration

The required modules from SCMS to meet these needs will be:

EDI (Electronic data interchange) is crucial module for EMA. The

information is transmitted in several independent steps, and the data

are cached several times in route. (DHL, 2007)

Supplier collaboration module will help the EMA to connect supplier
through web browser to trigger and update replenishment and invoice
data in the back-end system.( SAP, 2010)

Website Updating
To be able to do these changes, all types of browsers should be integrated
with the back end systems. Therefore, when catering to different browsers
used by website visitors and users (administrators), the CMS application
will ensure compatibility for all browsers and devices. Common browsers
are Internet Explorer (IE), Google Chrome, Mozilla Firefox and Safari.
(Holden & Gulbrandsen, 2009, p.318)
Payment
Main advantages in PayPal are:

Credit card security: By paying with PayPal, you keep your credit
card information private, meaning that you can shop without
worrying about a hacker downloading your account data from your

online merchant.
Send money: PayPal users can instantly transfer money to them

with just a click of the mouse.

Cost: No annual membership fees, no processing fees, no service
charges.

Flexibility: Users can set up multiple bank accounts, debit cards,

and credit cards to fund the PayPal account. (Tips and tricks - hq,
2015)

References
Apliqo. (2015). The Customer Relationship Management Module | Apliqo.
Retrieved from http://apliqo.com/c3modules/crm
Asnettechnologies. (2015). Cloud-Based Video Conferencing. Retrieved
from http://www.asnettechnologies.co.nz/services/videonet/
Tutorialspoint. (2015). DBMS Overview. Retrieved from
http://www.tutorialspoint.com/dbms/dbms_overview.htm
DHL. (2007). Increased effectiveness through electronic data interchange
- DHL Logistik. Retrieved from https://www.dhldiscoverlogistics.com/cms/en/course/technologies/connection/edi.jsp
Encounterp. (2015). Repair Management Software | RMA Software |
Ecount ERP. Retrieved from
http://www.ecounterp.com/product/inventory/product-after-salesmanagement.aspx
Hansa World. (2015.). ERP CRM software by Hansaworld. Enterprise CRM
solution. Retrieved from http://www.hansaworld.com/solutions/sol_crm#3
Holden, G., & Gulbrandsen, D. (2009). EBusiness customer service. In Ebusiness(p. 318). Retrieved from http://books.google.co.nz/books?
id=rGa2pPdz1w0C&printsec=copyright
Out-Law. (2013, January). Security aspects of e-business. Retrieved from
http://www.out-law.com/page-483

SAP. (2010, July 15). Supplier Collaboration for the Supply Chain Enterprise Services WIKI - SCN Wiki. Retrieved May 5, 2015, from
http://wiki.scn.sap.com/wiki/display/ESpackages/Supplier+Collaboration+f
or+the+Supply+Chain
Techtarget. (2011, January). What is content management system (CMS)?
- Definition from WhatIs.com. Retrieved from
http://searchsoa.techtarget.com/definition/content-management-system
TechTarget. (2014, August). What is ERP (enterprise resource planning)?.
Retrieved from http://searchsap.techtarget.com/definition/ERP
Tips and tricks - hq. (2015, March 6). 7 Advantages to Using PayPal to
Buy Online | Tips and Tricks HQ. Retrieved from https://www.tipsandtrickshq.com/7-advantages-to-using-paypal-to-buy-online-2668
Oracle. (2015). OLAP and Data Mining. Retrieved from
http://docs.oracle.com/cd/B19306_01/server.102/b14223/bi.htm