Organizational consequences of new technologies: the introduction of a CRM system in Slam Jam Srl

Abstract

The main objective of this dissertation is to deeply analyze the relationship between the adoption of new technologies and the consequent organizational implications. The discussion is made of three main parts, with an increasing defined focus. The first part regards a detailed analysis of all the aspects, features, dynamics and risks which may arise during the implementation of an innovative process and, in particular, during the adoption of a new technology. This initial evaluation entails developments and decisional processes which characterize companies, no matter their dimensions or the industry to which they belong. More in general, the investigation is mainly on the adoption of new technologies and consequences that might emerge, with focus on human resources, organizations and individuals. In the second part of this discussion, the focus narrows on e-commerce platforms’ analysis. More in detail, CRM systems have been described, this because these types of software were chosen during the re-platform project of Slam Jam Srl. The latter is the company evaluation as case study, in the third part of this work. The e-commerce theme becomes central today more than ever, because of the difficult situation the entire World is experiencing. E-commerce is the key in order to survive. Starting from companies to small shops, no matter the industry, they all see through the e-commerce the only instrument capable of making them able to reach their customers. Those who already possess this technology want to implement it and, for those who did not have, either they have disappeared or are working in order to implement it. Data show with evidence that, during the last few years, the e-commerce industry has increasingly developed. This has led to a change regarding consumers’ behaviors, lifestyles and habits. For obvious reasons, the pandemic has been the catalyst in charge of this increasing process and has boosted it. The third and last part of this elaborate analyses a case study; a medium dimension distribution company that, in order to gain competitiveness and efficiency decided to adopt a new technology for its e-commerce website. In this specific context, central aspects concern the reasons why the company decided to innovate, the different analyses which have been conducted, the decisional processes and the software selection procedure. Finally, the different dynamics and consequences following the adoption are investigated, through interviews of the principal actors involved during the project.