Technology Plan (as Part of Business Plan)

Organizational Profile

Mission

Air Wise offers installations, maintenance and repairs of cooling and heating systems. Company’s mission is to provide the best possible services to meet the increasing market requirements for cooling and heating systems. An important objective of Air Wise it to ensure that the installations are done with correct specification and size, and with correct efficiency. Qualified sales representatives and technicians will help the clients to select the best cooling or heating systems concerning their needs, price of the system and energy efficiency. The company is oriented towards providing high-quality, on-time services to satisfy all customers’ needs. The Air Wise owners have an extensive working experience within the market and are highly confident about providing competitive services to their customers: homeowners, commercial building owners, residential and commercial property management firms and small businesses.

Vision

The company’s vision is to become a recognized, highly rated and most competent local business in its targeted markets providing cooling and heating services (i.e. supply, installation, service and repair).

Company’s Operations

Pic.1: Illustration of the company’s departments and some of their responsibilities.[pic 1]

Technology Narrative

The company plans to implement various technologies that will resolve the operational needs (outlined in the Pic.1), provide necessary support to all departments and maintain effective information flow as inside the company so with the external partners and customers.[pic 2]

Pic.2: Description of company’s operational needs and technologies used to resolve those needs.

To begin with, to ensure flexible and effective internal and external communication, company is going to use MS Exchange email service and VoIP phone system provided by CISCO telephony. Small business phone systems from Cisco allow employees, business partners, and customers to conduct business using combinations of video, voice, data, and mobility applications.

Sales, service support and office administrators whose responsibilities include interaction with clients and internal communication will need following tools to be deployed: mentioned email service, phone system and most importantly CRM (Customer Relationship Management) software. Implementation of the Customer Relationship Management (CRM) system will resolve various operational needs of the business and help the company’s achieve its goals and vision. CRM is way to gain visibility into company’s pipeline, to create well-informed employees and eventually build happy and loyal customer base. CRM system offers a place to store data and build complete view of clients and their needs. Thus, the service admin and sales can engage with each client on a more understanding and personal level and in more efficient manner as they will have access to all past communication with the company (e.g. types of issues, other enquiries, complains,…). Company will therefore be able to provide good customer service and in turn the clients will gain stronger feelings of loyalty. The CRM management system will be provided by SugarCRM. Moreover, company is going to use SAP Business One Starter Package as an ERP system, which addresses company’s fundamental business requirements with basic finance, sales, purchasing, CRM, and inventory functionality.

With regards to the advertising, public relations, and promotions of the company’s services (marketing department responsibilities) the company is going to use WordPress, a flexible content management system that can serve as the foundation for fully developed small business website for online marketing. Besides this, the company intends to use other forms of online marketing, such as Google AdWords, which gives the company the possibility to be seen by clients at the very moment that they are searching on Google for the services the company offers.