Developing ICT functions to enhance profitable growth in the global business
Aallos, Miika (2023)
Aallos, Miika
2023
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-202305098520
https://urn.fi/URN:NBN:fi:amk-202305098520
Tiivistelmä
The case company in the study was a medium-sized Finnish company operating in over 20 countries around the world. The growth trend for the company has been rapid over the last decade, especially in the export business, which has caused challenges to the ICT systems in the company’s global operations.
ICT systems and processes have an important role in every employee’s life. The purpose of the study was to seek for areas to improve and the ways to improve them in order to support the future growth strategy of the company. Sales and installation management related systems were selected as the primary point of view for the research because the performance of these functions affects directly to the company’s capability to grow profitably.
Primary objective was to create a strategic roadmap for the next two years, which would ensure that the ICT functions would be supporting and enhancing the pace of the growth. Primary research question for the project was “How to develop the ICT functions to enhance profitable growth in the global business?”.
The research consisted of a current situation analysis, which was conducted based on end-user survey, interviews and workshops to ensure that the development needs were clearly defined based on the business needs. The study was based on constructive research method and the data was analyzed using content analysis framework. The approach ensured that the most important development demands were clarified at the beginning of the project and the development plan was to be adaptable by the company.
The results of the study highlighted the need to develop a company-wide CRM platform, which would give a holistic view to the customer. The prioritised capabilities of the development needs were focused on the user-experience from various perspectives along with the capability to provide real-time data and dashboards to support the sales functions.
Recommendations were made to invest to a modern CRM platform along with creating a company-wide operating model between ICT and business functions to ensure that the development of the systems would support the company’s strategic goals and profitable growth.
ICT systems and processes have an important role in every employee’s life. The purpose of the study was to seek for areas to improve and the ways to improve them in order to support the future growth strategy of the company. Sales and installation management related systems were selected as the primary point of view for the research because the performance of these functions affects directly to the company’s capability to grow profitably.
Primary objective was to create a strategic roadmap for the next two years, which would ensure that the ICT functions would be supporting and enhancing the pace of the growth. Primary research question for the project was “How to develop the ICT functions to enhance profitable growth in the global business?”.
The research consisted of a current situation analysis, which was conducted based on end-user survey, interviews and workshops to ensure that the development needs were clearly defined based on the business needs. The study was based on constructive research method and the data was analyzed using content analysis framework. The approach ensured that the most important development demands were clarified at the beginning of the project and the development plan was to be adaptable by the company.
The results of the study highlighted the need to develop a company-wide CRM platform, which would give a holistic view to the customer. The prioritised capabilities of the development needs were focused on the user-experience from various perspectives along with the capability to provide real-time data and dashboards to support the sales functions.
Recommendations were made to invest to a modern CRM platform along with creating a company-wide operating model between ICT and business functions to ensure that the development of the systems would support the company’s strategic goals and profitable growth.