The web is opening the door to unprecedented opportunities for building sales and increasing revenue streams by expanding geographies scope, reducing operating costs, and improving productivity. Unfortunately, many believe that the silver bullet is implementing a Web site that will provide all the benefits without thinking through their business model.

What companies need is a well planned, integrate business strategy for their customer-centric goals that take into account both the customers needs and the corporate business objectives. Only by combining the two can a company reach their objectives of customer retention, increased sales and new revenue streams.

To be successful, companies must rethink, at the basic level, how they do business and service their customers. Their business models must evolve from product-centric to customer-centric. As products have become more commodities and pricing differences narrower, the great differentiator today is delivering customer value.

In evaluating the new business model, The assessment phase of the business process needs to evaluate:

• People
• Existing process
• corporate culture
• Information systems
• Technology direction

Once a direction is defined, measurements and success goals are then established to insure that what final gets created, will have a way of getting feedback for continuous improvement and quality measurements.

The final customer care web process should tie into the various sections of the ISO Quality Standard and Malcolm Baldrige Quality Systems.

Shared Memory business is to help its clients develop their business model is relationship to the new Web media. We have extensive experience in doing business process engineering with web technology.

We can provide various levels of services, from facilitating the process discover and business re-engineering to just providing supporting structure for the selection process once a requirements spec. is completed.

The company focuses in the area of web-based customer care systems by providing the following:

• Facilitating the business process engineering within the client company.
• From the requirement documents, Shared Memory will help to chose from the best available products and provide the implementing services for the web based customer care design.
• Once the Customer car web is on-line, Shared Memory will provide on-going technical and auditing support to help the client get the maximum benefit from the solution. Be the companies auditing and renewal team facilitator.

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Organizations that neglect to integrate their customer car web solutions with the backend systems run the risk of creating the "silo" effect. Shared Memory will help analyzing the present systems and the database content of both the front-end systems as well as back-end systems and provide a path to insure a consistent customer history system.

The key to providing excellent web based customer care is the ability to give personalized service through the web site. The goal is to provide information" just when its needed" This implies that the history of your customers be stored in known locations and available when needed.

Our approach is that after the business process re-engineering is completed, to help create a phased approach for implementation. As long as the architecture is defined, the system can be built in phases based on customer preferences, 80/20-rule analysis or timing considerations.

The project methodology is the following steps:

• Establish executive commitment and user buy-in
• Assemble the right team
• Identify business goals and objectives
• Create the requirements and project plans
• Select the best technology solution
• Provide deliverables on a phased basis
• Offer training and follow-on support for continuous improvement

Shared Memory would like to participate in your achieving excellent customer care using the Web technology. We would appreciate the opportunity to review with you our ability to help achieve your goals.