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BIJAYA JENA - 14DEVENDRA NARAYAN PANDEY - 22

JIBANANDA SAMAL 31KANNAN BABU - 35

MANOJ KUMAR PRADHAN - 37SOUVESH S JENA - 51

CASE

STUDY ON

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HISTORY

1958 Established in Los Angeles, California,Founder Al & Jerry Lepin

1973 IHOP acronym was introduced 1993 System wide sales reached $1billion

1999 Trading in NYSE in the name IHP

2004 Winning advertising and marketingawareness awards.

2008 Celebrated 50th anniversary

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CASE BACK GROUND

IHOP one of the biggest family restaurant in US More than 90% outlet operated by franchisee

Slogan Come Hungry and Live Happily

Approximately 1200 restaurants located in 49states including Canada and Mexico.

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OPERATIONAL ISSUES

IHOP had been conductingresearch on customer onregular basis

05 different systems were inuse for processing customer

data Each IHOP division worked with

different slice of customers.

No method for synchronizing orcleansing data.

Inability to measure customer

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Most companies know the importance of knowing asmuch as possible about their customers. Typically,there is a lot of information on record, but it is rarely

collated into a sound knowledge base.

SCATTERED DATA

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SWOT ANALYSIS

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A single central company wide repository ofall its customers information, that could be

provided in quantifiable way

RECOMENDATION

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IHOP focused on coordinating the business

process surrounding a firms interactions with itscustomers in sales and marketing .

IHOP used Oracle Customer Data Hub whereby

data flows from one department to the otherwithout any paper being generated.

Oracle Teleservice also assisted IHOP to

increase customer satisfaction while reducingservice costs.

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Oracle Tele ServiceOracle TeleService is the contact center

application that delivers effective andpersonalized customer service whilereducing costs.

It is the key component of the OracleCustomer Relationship Management

solution, the integrated suite that drivesprofitable customer interactions.

Benefits:

Resolve issues faster

Reduce cost of service

Drive revenue from service interactions

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CustomerRelationship

ManagementCustomer Relationship Management isestablishment relationships betweenconsumers and organizations.

CRM is both a business andtechnology discipline for managingcustomer relationships to optimizerevenue, profitability, customersatisfaction.

IHOP implemented to improve theircustomer data by integrating all thedatabase they have.

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