Key Technologies

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

CRM Customer Relationship Management Customer relationship analytics After sales service module and repair management module. Time management and scheduling of resources

Customer behaviour patterns (sales data analysis) After-sales support (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 Key FeaturesCompany Needs

SCMS Supply Chain Management Systems Electronic data interexchange - EDI. Supplier collaboration

Document standardisation Communication 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 DBMSThe 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 speedsDownload 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.SecurityClients 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 UpdatingA content management system (CMS) is a system used to manage the content of aWeb 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 aWebmaster.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 - BIBusiness intelligence tools and data warehousing are required to make sure that information flow in is analysed and optimized for the decision-making. 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.PaymentPeople 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. PayPalMain Advantages

Credit card securityKeep your credit card information private.

Send moneyCan instantly transfer money

CostFree of charge on service and processing.

FlexibilityMultiple 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 ERPconsists 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 TechnologyEMA 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.

CRMWebsiteCloud (service)Cloud (storage)Hardware (Servers and other equipment)ERP (accounting, HR and Sales marketing)SCMSDBMSCMSDatabasePayment (PayPal)

Hardware NeedsWeb ServerA 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 EquipmentThe 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 TransactionsBack-up

Request- Reply

Client PC

Request- Reply

Request- Reply

Sheet musicDatabaseWebsiteRequestReply

Request- Reply

Request- Reply

Cloud Service Video conferencingVirtual hardwareUser dataTeaching materials

AppendixCRM Customer Relationship Management:The key CRM features required by EMA are: Customer behaviour patterns (sales data analysis) After-sales support (surveys) Scheduling of lessonsThe 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 salesslips. 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 SCMSEMA require a supply chain management features which are: Electronic data integration. Client collaborationThe 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 UpdatingTo 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)

ReferencesApliqo. (2015). The Customer Relationship Management Module | Apliqo. Retrieved from http://apliqo.com/c3modules/crmAsnettechnologies. (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.htmDHL. (2007).Increased effectiveness through electronic data interchange - DHL Logistik. Retrieved from https://www.dhl-discoverlogistics.com/cms/en/course/technologies/connection/edi.jspEncounterp. (2015).Repair Management Software | RMA Software | Ecount ERP. Retrieved from http://www.ecounterp.com/product/inventory/product-after-sales-management.aspxHansa World. (2015.).ERP CRM software by Hansaworld. Enterprise CRM solution. Retrieved from http://www.hansaworld.com/solutions/sol_crm#3Holden,G., & Gulbrandsen,D. (2009). EBusiness customer service. InE-business(p.318). Retrieved from http://books.google.co.nz/books?id=rGa2pPdz1w0C&printsec=copyrightOut-Law. (2013, January).Security aspects of e-business. Retrieved from http://www.out-law.com/page-483SAP. (2010, July 15).Supplier Collaboration for the Supply Chain - Enterprise Services WIKI - SCN Wiki. RetrievedMay5, 2015, from http://wiki.scn.sap.com/wiki/display/ESpackages/Supplier+Collaboration+for+the+Supply+ChainTechtarget. (2011, January).What is content management system (CMS)? - Definition from WhatIs.com. Retrieved from http://searchsoa.techtarget.com/definition/content-management-systemTechTarget. (2014, August). What is ERP (enterprise resource planning)?. Retrieved from http://searchsap.techtarget.com/definition/ERPTips and tricks - hq. (2015, March 6).7 Advantages to Using PayPal to Buy Online | Tips and Tricks HQ. Retrieved from https://www.tipsandtricks-hq.com/7-advantages-to-using-paypal-to-buy-online-2668Oracle. (2015). OLAP and Data Mining. Retrieved from http://docs.oracle.com/cd/B19306_01/server.102/b14223/bi.htm