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Case Study

Background

EverDream Corporation is a provider of on demand desktop management services that

offers through software as a service model which was founded in 1998. The company offers

outsources help desk support across customers with small business that requires around 20

personal computers (Harvard Business School). The founders of the company are two brothers

Russell who had technology background and Lyndon who was an expert in sales and marketing.

The company interviewed several candidates for the CEOs position and they appointed Griffiths

who they felt had a lot of experience and was young at heart.

Critical Issues

The main issue that the CEO was mulling over and felt had an effect on the companies

long term success is provision of Everdream consumers with guarantee. The CEO felt that the

company tried to avoid the self-services of guarantee and they tried to make it go away. The

company wanted to have a way of conveying, simply yet powerfully, extent of the services

commitment and their management was at the verge of discussing consumer’s guarantees as the

drive of accomplishing the way (Harvard Business School). However, it was so difficult for the
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company because every time the team felt like they had the guarantee concept another idea

would always pop up.

Another issue is where they decided to use value added resellers as an alternative to

direct sales force. As much as many VARs had good relationships with small business owners

they made very little margins of sales in PCs. Very small business could not install networks and

therefore, they are not able to have a service relationship with VARs (Harvard Business School).

Although the company had a lot of reasons of using the VARs they also realized that VARs are

conservative and therefore they won’t make sales on systems unless it is made easy to sale an

Everdream machine more than what the VARs are used to selling.

Critical Facts

The company offers software services that suites and gives a visibility into software

assets and hardware. The company tracks the software usage license, automates the distribution

of software to make sure there is regulation compliance of the computer (Harvard Business

School). The company also uptime services of a software that gives protection from hacking and

lose of data through malware by giving data backup online services. The company charges a

monthly fee of$150 for its services where there must be a commitment of 30 months and a one

month trial.

SWOT Analysis

Strengths of the Company

Everdream is focused on two markets of small business with 20 or few PCs and physical

small offices that are remote but they belong to large companies. $150 per month which is $
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1800 per year price tag for their services is a very strong selling point which is the strength that

gives the company a competitive advantage. The company resolves customers inquire so fast

making it reliable by many small businesses. It distribution and customer reach is very broad

giving the company an advantage of reaching many markets.

Weakness

The company faces high cost of acquiring the small customers into their company. They

use value added resellers as an alternative to their marketing approach. The VARs are very

expensive to small business as they are very conservatives. As much as VARs were installed in

the small business they had to ignore services that are were related to software issues. As a result

the company had to ignore some services or put them last in their priorities. The company had to

offer $ 250 for sales and $ 75 for installation in case a customer was willing to buy the machines.

Opportunities

The integrated technology that will help the company to expand its services to the remote

customers is the main opportunity that the companies have in its services. Their supported

software will be more improved with the dynamics in technology.

Threats

The company is facing threat from the outsides competitors that are working every day to

come up with new retails on the field of technology. As much as the integrated technology is an

opportunity for the company it also gives the competitors an advantage of improving their

services which is a threat to Everdream.

The Recommended Decisions

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On the guarantee services of the company Griffiths recommended that the company

should have a guarantee about data where the customers should be guaranteed that they will

never lose their data (Harvard Business School). Guarantee that all phones will be received

within a minute, a guarantee that all the problems will be fixed by the company and finally that

the company should guarantee to keep the computers 100% running of the time.

On the issue of VARs the company had had a number of employees working direct with the

VARs and they developed a training program to help the VARs to learn how to sell their

products.

Effectiveness of the Recommended Decisions

 The recommended decision on data guarantee are dangerous but powerful and cannot be

matched with others

 Responding to a call in one minute is somehow not realistic as at some points their might

be many customers on the line

 Fixing all problems are also powerful but dangerous as some customers might be having

hardware problems that are remote.

 The programs to train the VARs might work but some VARs can have zero interest in

learning.

Execution

The CEO needs to come up with strategies and plans to execute the recommended

decisions that are seemed to be realistic. In order to come up with the guarantees policy the CEO

will bring up experts that will analyses all the dangers related to the recommendations. Then the
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company will be providing their customers with the documentation’s for their guarantees that it

will be signed by both parties.

Case Scenario

In case a phone call is not picked in a minute the company can always tell the customers

to wait on the line while looking for an available agent. The customer on the line can be put on a

musical hold until the available agent is reached for help.

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Works Cited

Harvard Business School. Everdream. Harvard Business School, 2000, Accessed 27 Apr 2020.