Essay on The Systems Development Life Cycle

1139 Words Nov 5th, 2015 5 Pages
Introduction Organizations receive several benefits for using a customer relationship management (CRM) system: the ability to document customer interactions, view historical communications with customers, and communicate with the other departments by routing work assignments. The purpose of this introduction is to discuss how the five phases of the systems development life cycle (SDLC) can be used for Ambetter Health Insurance Company’s customer relationship management (CRM) system, explore the possibility of changing the CRM system to an internal developed system, determine ways to improve the web applications of the organization, and decide if implementing other systems may help with increasing the success of the CRM system.
Keywords: Customer relationship management, systems development life cycle, Ambetter
Situation Analysis
Users at the facility of Ambetter Health Insurance Company are one of the key sources to determining whether a new system is needed or a substantial change is needed for an existing system. Sometimes the CRM system does not list the primary care physician (PCP) that the insured requested on a previous incoming call to the Call Center. Customer service representatives at the Call Center are placed in a position to where they will have to explain to the insured that there is a system error because it appears that the previous representative did attempt to change the PCP as the insured requested. However, the system did not update the new PCP,…

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