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Pep My Trip Organization Examination - PESTEL and SWOT

In current days there are many webpages for air ticketing and hotels bookings however in Sri Lanka there are just few websites which gives these services for the reason that Pep my trip is one of the famous online site which gives services like air ticketing, hotel booking, holiday packages, and many more to various countries. Pep my trip interacts immediately with the customers helping these to provide proper visiting packages and suggestions. By being able to access the web site www. pepmytrip. com they'll be able to make hotel reservations e book tickets and set up a trip program. That is one of their services and they're looking for a Customer Romantic relationship System (CRM). That is considered one of the pull backs of these business that ought to be looked at.

By creating an automated system they'll be able to keep an eye on their customer background and their reservation, monitoring all the arranging made and live talk container to provide quick recommendations and also to get general information. Currently Pep my trip uses a third party company's support to provide live talk service which isn't helping the customer romantic relationship. The company has decided to initiate the CRM project this would help them to get more profit and gain more customer durability. This system will consist all the features that have been mentioned above. That is form of unnecessary cost trimming as well as business development job. To start this project the proper plan should be implemented in this case a proper strategy should be put in place. These are the following methodologies which may be executed waterfall model, iterative model, spiral model, v shape model, big bag model and agile model. In these models which is well suited for the project is water street to redemption model and agile model but in these two the best one should be selected.

Waterfall Model

This model is the oldest and least complicated methodologies in this model every single stage of information which is provided is related to the previous level and also to the opportunity of the task plan bellow diagram provides a brief notion of how waterfall model works.

  • Waterfall model is considered as described above the project should be finished with provided requirement and no changes can't not be done to the requirement after the job is complete. Since this is a CRM project the customer necessity might change time to time and the challenge statement is providing best alternatives and services to customers. In businesses requirement changes are constant since this model isn't useful for this job.
  • There will be a significant delay in the business process because in this model each level should be completed to start the execution process. This is an internet business and time is money so they can't afford to reduce their income.

Since waterfall model doesn't have the required flexibility this model can't cope with the project scope.

Agile Model

This model can provide users with a screening program and changes can be made to the requirement when progressing the job and this model is quite useful when considered to other models. Applying this model the builder and customer will be attempting to gather in an in depth relationship however the majority is with the customer if their scope changes the project could lead in a different way way the bellow diagram provides a brief idea of how agile model works.

  • Using this model the team could deliver a tests product ones need goals are complete detail by detail without looking forward to the complete CRM project to complete. This way the business would never get interrupted and easy to improve the requirement when needed.
  • By providing a assessment product time to time would help the team to get responses from the management and customers. This model gets the flexibility that will cope with the range of the task.

As the talk above clarifies what would be the perfect methodology which would help the development of the CRM system. Using Agile model really helps to make small changes in the requirement when needed this can help the team to check run the system detail by detail and get opinions from the management which helps the development process. As stated before customers are the primary stakeholders since it's difficult to come up with a fixed requirement.

Ecommerce Webpage for Hotel Booking

Currently in Sri Lanka hotel industry is developing so quickly because of foreigners and end of battle made people to explore the country more. New tasks like Shangri-La, Gale Face One are few upcoming luxury hotels. Since the demand of hotels overseas investors stared buying Sri Lanka. Now day's people plan to reserve hotels through online because it's convenient and also to get additional benefits however in Sri Lanka there no proper website that recommends local hotels for different budgets rang and locations with customer reviews. Customers now days expect affordability so they see for the places which are cheap and best but customers don't realize less popular hotels there are few hotels which aren't released in internet however they provide quality service and traditional food, just how do they promote them self in his considerable market? The upcoming Ecommerce webpage provides the correct solution for it. This new web site is principally targeted towards local approaching hotels where customers can get complete satisfaction and it's an opportunity for the foreigners to see Sri Lankan culture.

The web site will function much like other hotels reserving webpages where customers can make any hotel bookings reservations under one roof, new offers and special offers will be advertised each week, customers can read and write their reviews about those hotels and view picture of the hotels and many more. This makes the customers life easy and it's really the best way to make earnings out if it. This web site is utilized as a marketing tool for hotels to publish them self and also to promote offers and exclusives as stated this website will there be to promote local hotels which can be less popular which really is a stage to allow them to showcase them. There will be a slight impact on other webpages which escalates the competition. However the success of the business depends on the customer's satisfaction and will it complete their necessity this could get in both ways if indeed they aren't able to get enough customer's end of the day it would conclude in a loss. This impacts not only the business but also for the employees as well without proper salary employees would stop their support for his or her company. When staring a company there are numerous risks that ought to be looked at this creates a huge effect on the investors as well as their clients. Here are the chance factors which can affect the customers.

  • The hotels would start advertise in other webpages or create their own webpages instead.
  • Some hotel won't like those to be assessed in other websites since they won't advertise or take part.
  • Fear of dropping their customers.
  • Additional costs by promoting on other webpages.

The above mentioned risks must be taken in to awareness before starting a company in this competitive market. That is part of the challenge website such as this should come up with new strategies and new offers weekly to get people's attention which is the easiest way to capture the marketplace. A straightforward strategy should be executed to begin promoting from small hotels so when time goes by stepping directly into bigger hotels this gives variety of hotels from low budget to expensive hotels. After attaining the strength of customers they can create bonds and partnership with banks to get savings and offers for Visa and Professional card holders. Presently in Sri Lanka Sampath loan provider and Commercial Loan provider is the leading in providing offers and exclusives now it has become a craze for banks to promote themselves to get customers attrition, implementing to the development helps to improve the website and their business.

In the aforementioned suggestion for a fresh business plan will benefit the customer as well as their clients. The customers will be able to progress services, value for money and they'll have the ability to experience varies food types and culture. The customers could get the details and information about any hotels in the country the clients can make them self-popular.

SWOT Analysis

This analysis is done to identify the durability, weakness, opportunity and hazards for Pep my trip corporation and exactly how it impacts their business.

Strengths -

  • Basic infrastructure has been built so no need of doing it from scrape.
  • Company already is made up with experienced designers, DBA's and QA's.
  • 3rd party group already providing support for customers.

Weaknesses -

  • Customer support not up to expected standards.
  • Online assistants unavailable 24/7.
  • No information of customer history.

Opportunity -

  • A friendly and quick CRM system form Pep my trip organization.
  • 24/7 customer care.
  • Responsive customer service.

Threats -

  • Other competitors and competitive websites.
  • Introduction of new authorities regulations.
  • Natural disasters.

As the SWOT analysis says the business has some very string advantages to support the new job. They have their own internal development team which is very experienced if indeed they don't have this it might be a very costly requirement. Since there is already a 3rd party group showing support they can use the same model and make improvements to the new system this will save cost as well as time. The business already gets the basic infrastructure built to its convent for the developers to work on an environment which is familiar. The talents will be the key for success as well concerning conquer the weakness of Pep my trip. As stated above the current issue that's impacting on the business will there be no friendly customer support where users are complaining they don't really get their requirements appropriately and it's unavailable constantly it causes inconvenience to customers which affects the business enterprise so by employing a 24/7 customer support these issues will be protected. After utilizing the CRM system they'll be able to maintain a clean record with their customers and their background. Ones the CRM system is complete the company will have new opportunities to make revenue out of it. The CRM system will be carried out separately as a credit card applicatoin this may be applied as a marketing tool where small changes can be made and sold on the market as a earnings stream. The clients will be able to get complete information if what they want and what they can expect form this CRM system. Threats play a essential role running a business the business is gaining profit my offering tickets to aid a good CRM system is necessary, after putting into action the new CRM system it might go ahead both was it's rather a success or a failure whether it's success it's not a problem but if it becomes failing the company should have backup plans to solve it and this might have an effect on customer marriage and lead to reduce their business. Within the above talk weakness can be out run by the advantages and the goodies aren't strong enough to collapse the business enterprise. SWOT examination provides solid self confidence because of this new task.

PESTEL Analysis -

This analysis is performed to recognize the Politics, Economic, Friendly, Technological and Environmental factors which affect Pep my trip organization.

Political Research -

  • New taxes implementation.
  • New policies applied by countries.
  • New rules.

Economic Research -

  • Fluctuating exchange rates.
  • Policy changes in airlines.
  • Changes in air solution charges.

Social Analysis -

  • New job opportunities.
  • Increasing human population.
  • Changes in new trends.

Technological Evaluation -

  • Introduction to smart cell phones.
  • Introduction to web based applications.

Environmental Evaluation -

  • Using recyclable products.
  • Reducing the use of paperwork.

Legal Research -

  • Product brand and copyrights.
  • Customer protection legislations.

As we know currently new fees have been added by the new federal government this impacts business in many ways. Every day there are some changes in tax and revenuers because of politics reasons the company management should be aware of this because international flight rate are changing time to time. In such a CRM job the change of requirements should be modified time to time. To lead mid-air ticketing market it's a must to sell air ticks as cheaply as is possible and promote more offers in which to stay the market as long as possible it the managements duty to take the business in the right direction. All the air ticketing is processed through CRM and they're sold for advertised price in their web site if any unpredictable change happens to the airfare or the exchange rate this might create a direct effect on CRM system. The CRM job team should become aware of these dangers because it's common in ecommerce business to go through these changes every day, customers are acknowledged regarding these changes. The expansion of population will make are huge difference on the society and in the specialized world for any ecommerce business it's important to keep up with the trend it can help to give a reliable and easy service to the customers, this a tool to advertise themselves and also to gain profit. In virtually any modern business environmental factors matter and using recyclable products to deduce our carbon ft. print really helps to make the earth much greener. Another major part of CRM system is to stay current with the purchase price changes they can't add any concealed costs or make changes in the solution fair unnecessarily since it will be a violation of customer coverage law. The aforementioned talk show how PESTEL analysis affects Pep my excursions CRM system as reviewed this as a positive impact on the project and it's really good to carry on.

Porter's Competitive Pressure Analysis -

This model simply talks about where the power is being produced from in a business situation. This model really helps to identify the strengths of the current position that the business is within and durability of the business enterprise in future.

Suppliers Electric power -

For Pep my trip discovered suppliers are air travel companies and bankers who are associated with Pep my trip. The reason they are identified as materials because the solution prices are chosen by the flight and payments are made through finance institutions. Pep my trip has many air travel companies as associates since the suppliers electric power is evenly sent out there is suprisingly low risk in facing any problems with the ticket price fluctuation. Various bankers have partnered with Pep my trip and offers weekly because of that most people like Pep my trip. In few occasions banks take their own decisions on the discount rates and the business has to trust terms and conditions this shows the suppliers electric power which might have an effect on the business enterprise process.

Customers Vitality -

This part will depend on the total amount of customers the business has since there are other internet sites for online ticketing weekly they also advertise new special offers because of this the customers plan to go for the better bargains. Till now the company daily 50 - 80 tickets are being sold and customers are provided with offers as well however they intend to make a deal with agents to reduce the solution prices approximately they can. Since to provide better service to the client the CRM system and system providers can assist them.

Competitive Rivalry -

Pep my trip is an evergrowing company given that they have huge completions various other companies have previously have been founded internationally and with huge customer based mostly. Pep my trip is geared to words local market and they are the ones who provide more offers and discounts compared to other companies and they are capturing the client base little by little and by cutting down needless cost and building their own CRM system can help them achieve their goals easily.

Pep my trip companies CRM project stake holders have been determined as Customers, professionals, Group directors. The main stake holder is the client since this is fully focused on customer relationship, other people who try the project and that has a problem of the progress. The bellow chat will give a brief of how the project offers its effect on each stake holder.

Identified Stakes Holders



Group directors

Required from stake holder.

Providing feedback and recommendations.

Adding impressive ideas and completing the job with provided time and resources.

Providing financial support.

Requested from stake holder.

Increase the sales by purchasing tickets and plans.

Support the job and offer more facilities.

Increase the earnings.

How stake holders have an effect on the project.

Sharing their ideas and their experience with others.

Adding complexity to the job rather than providing proper advice.

Cutting down on unnecessary costs.

How to take care of stake holders.

Providing them with your final product which could make them satisfy and recommend to others.

Having a every week review section discuss the get backs issue and execute new solutions.

Monthly review and conversation on the improvement.

Level of impact to the project by stake holders.




How much stake holders influence the project. (Size of 1%-100 %)




Table 1 - Stake Holders

Before starting any job performing a feasibility study onto it is crucial which would revel will be the requirements complete and this gives a harsh idea can this job be achieved and could it be feasible. This suggested CRM job is to lessen the unneeded costs that your company is facing now. Within the below chart will show you the financial analysis of CRM project if implemented.

Figure 3- Financial Analysis

Currently Pep my trip spends over USD 4, 000 on their current online chatting system per calendar year, the estimated time and energy to complete the CRM job is 3 months which begins on 2nd of February and organized to complete on May 4th. Since there is a collaboration with live chat system they will have to share the income. By this new internal developed software they don't need the show the profits that could be utilized for other jobs or development of the business. The CRM system will be beneficial in long run. The new system will beat all the drawbacks which would help the development of the business.

Technical feasibility

Since this company has its own developers, architects and QA's who have well know knowledge and experience working with projects loves these and the essential infrastructure like personal computers, software's and servers which have been provided. Presently their producing their own sites so they know what change will make to improve their CRM system. Since the project is secure on technical side making this project feasible.

Legal feasibility

Legally pep my trip doesn't have any risk factors however the thing to be studied in thought is they have signed a legal agreement with live talk system which they are employing where in the contract it says to area of the earnings should be distributed as well as each year there is an additional charge which will be added for new functions and each year they renew the membership and after concluding the CRM project the live talk system can be slipped without further hold off rendering it possible in legal aspect.

Operational feasibility

The execution of CRM job will lessen unneeded costs like paying additional payments to live talk system which in turn causes inconvenience to the company as well as customers and by implementing the CRM system will cover up all the disadvantages where users are unable to gather accurate information, no customer record, poor customer service no 24/7 customer support the following will be considered by applying the CRM system so as on operational aspect it's possible.

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