According to the book, “The Adventures of an It Leader,” we assumed that IVK is a mid-sized institution based on the ten departments within their organization. (p.18) For analytical purposes, we assumed there are 500 people working at the IVK company, and estimated the number of staff in different departments based on our assumption as the table below indicated indicates. We based our assumptions about the size of IVK and the following departments on the facts that IVK is funding large amounts of loans and based on their budget for compensation.
Department
|
IT
|
Customer service
|
Loan operations
|
Collections
|
Employees
|
10
|
100
|
200
|
50
|
To manage their customer resources well, and build a strong relationship with customers, we recommend that IVK needs the following services from Salesforce which we have analyzed as being fixed in terms of their cost: Service Cloud and Sales Cloud. We suggest that IVK chooses the professional level of sales cloud, enterprise level of service cloud, which would cost them $65/month, $135/month per user respectively. Therefore, the fixed costs would show as below pillars by different department.
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| Image: L.Sobel-Berlow, 2014 |
Based on IVK’s needs concerning there customer service department, we would recommend buying two services which we have identified as being variable in cost. The two services are: Chatter and Data.com. We chose data.com at the Corporate clean level, rather than at the Corporate Prospector level so that IVK can utilize it on an as-needed basis. Data.com costs $25 per user per month; billed annually.
The second service we are recommending is Chatter, which is a free service with the purchase of one CRM license for up to 5,000 employees. This service only provides basic collaboration, however, should the company expand, they may want to consider upgrading to Chatter Plus, which is $15 a month per user.
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| Image: L. Sobel-Berlow, 2014 |
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| Image: L. Sobel-Berlow, 2014 |
Salesforce.com is delivered solely as a SaaS, which means there are no server fees or additional maintenance charges. However hidden fees include adding mobile access to your users which is $50 per month per user billed annually and integration with back-end systems such as SAP can cost around $12,000 per year.
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| Image: L.Sobel-Berlow, 2014 |
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