Scribd Logo
Upload

Welcome to Scribd!

  • 20 views

    Makeorbuyanalysis

    Uploaded by

    api-338883409
    This document analyzes the costs, benefits, risks of either developing ("making") or outsourcing ("buying") a customer support chat feature for an e-commerce website. The "make" option may lead to a longer development cycle but solves customer issues and adds to their service repertoire. The "buy" option avoids development costs but risks integration issues and loss of control. The recommendation is to "make" the chat feature in-house as it will be cheaper and faster, can be reused for other clients, and supports the consultant's goal of being a full-service provider.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Flag for inappropriate content

    You might also like

    Makeorbuyanalysis

    Uploaded by

    api-338883409
    20 views2 pages
    This document analyzes the costs, benefits, risks of either developing ("making") or outsourcing ("buying") a customer support chat feature for an e-commerce website. The "make" option may lead to a longer development cycle but solves customer issues and adds to their service repertoire. The "buy" option avoids development costs but risks integration issues and loss of control. The recommendation is to "make" the chat feature in-house as it will be cheaper and faster, can be reused for other clients, and supports the consultant's goal of being a full-service provider.

    Original Description:

    Original Title

    makeorbuyanalysis

    Copyright

    © © All Rights Reserved

    Available Formats

    PDF, TXT or read online from Scribd

    Did you find this document useful?

    Is this content inappropriate?

    Report this Document
    This document analyzes the costs, benefits, risks of either developing ("making") or outsourcing ("buying") a customer support chat feature for an e-commerce website. The "make" option may lead to a longer development cycle but solves customer issues and adds to their service repertoire. The "buy" option avoids development costs but risks integration issues and loss of control. The recommendation is to "make" the chat feature in-house as it will be cheaper and faster, can be reused for other clients, and supports the consultant's goal of being a full-service provider.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as pdf or txt
    20 views2 pages

    Makeorbuyanalysis

    Uploaded by

    api-338883409
    This document analyzes the costs, benefits, risks of either developing ("making") or outsourcing ("buying") a customer support chat feature for an e-commerce website. The "make" option may lead to a longer development cycle but solves customer issues and adds to their service repertoire. The "buy" option avoids development costs but risks integration issues and loss of control. The recommendation is to "make" the chat feature in-house as it will be cheaper and faster, can be reused for other clients, and supports the consultant's goal of being a full-service provider.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as pdf or txt
    of 2

    Make or Buy Analysis Customer Support Chat Feature

    General Supplies E-Commerce Website

    3/14/2016

    General Supplies
    41 Spring Hill Pkwy SE
    Smyrna, GA 30080

    Make Analysis:
    Direct

    Indirect

    Intangible

    Short Term

    Long Term

    Short Term

    Long Term

    Costs and
    Risks:

    May lead to
    longer
    development
    cycle

    Will need to
    support
    feature and
    train support
    staff

    Customer
    satisfaction

    May affect
    sales

    Support staff morale may go


    down

    Benefits:

    Solves
    customer
    issue

    Additional
    feature to
    add to
    repertoire

    Increases
    short term
    customer
    satisfaction

    Increases
    sales

    Support staff morale may go


    up; reputation in market
    may be more favorable

    Buy Analysis:
    Direct

    Indirect

    Intangible

    Short Term

    Long Term

    Short Term

    Long Term

    Costs and
    Risks:

    Integration
    process long
    and risky

    Will have to
    continue to
    support and
    pay

    Developer
    skill does not
    improve

    Cannot
    control
    features

    Reputation

    Benefits:

    Would not
    have to
    develop

    Third party
    would
    support

    Third party in
    charge of
    maintenance
    and upgrades

    Would not
    have to find or
    teach
    developers to
    support in
    house

    Customer satisfaction
    improves

    Make-or-buy recommendation
    Make customer chat support in house
    Rationale for recommendation
    Ultimately, it will be cheaper and faster to make this feature in house. It will also be a feature that can be used
    across multiple clients, not just General Supplies. It is a replicable and often requested feature that can aid Star
    Consulting in the sales process for future projects. Star Consulting considers itself to be a full service consulting
    and development provider and the ability to include a Chat Customer Support

    You might also like