List building. Customer’s will be required to supply their e-mail address to VirusShield when making purchases and when downloading products for the free trial period. In this way, VirusShield will build a list of customers and prospects that it will be able to contact for future offers, discounts and new products. Security Security is a very important issue in e-business. Studies show that the most frequent barrier to buying online is the perception that the Internet is not a secure medium (Bickerton, Bickerton & Pardesi, 2000).
It is important that customers feel safe enough to shop online and to do this VirusShield’s website will feature the following: Encryption technology. VirusShield will encrypt its ordering pages to protect the customer’s credit card details and other personal information. With encryption the customer’s information will be scrambled, making it extremely difficult for anyone to see it other than the authorized recipients. VirusShield’s customers will be made aware that they are ordering in a secure environment and have nothing to fear.
There will be a prominent link in the ordering page called About VirusShield’s Ordering Security where security and encryption will be briefly explained to the customer, and how encrypted pages are identifiable in a web-browser with a picture of a secure lock in the lower right-hand corner, as well as with the Internet address beginning with https instead of http, because the extra ‘s’ stands for security. Registration with Verisign’s Secure Site program. VirusShield will be registered with VeriSign’s Secure Site program.
Having digital security certificates issued from global Internet security companies like Verisign is an effective way to reassure the customer of the security of the Web storefront’s payment system (Awad, 2002). The customer will be made aware of this by having the VeriSign Secure Site logo clearly displayed in the ordering page. Staffing VirusShield will employ the following personnel in the development and operating stages. Chief executive. Chief Executive to oversee all major aspects of operation of the business. Management team.
Management team to plan, organise, oversee, evaluate and implement the major aspects of the business, including marketing. Software engineers. Software engineers to build the VirusShield’s range of software products and continually update VirusShield’s programs to be able to deal with the latest virus and spyware threats. They will also be required to constantly improve the products. Computer programmers. Computer programmers to build and maintain the e-commerce website with database and shopping cart technologies. Webmaster. Webmaster to promote the VirusShield website, update the website and keep it in working order.
Graphic designers. Graphic designers involved in the designing of the website, the software products, the promotional advertisements, and the packaging of the products. Call-center personnel. Call-center personnel to provide customer service and support over the telephone, as well as email support. A call-centre will be established in India to take advantage of the lower costs associated with salaries of Indian call-centre operators. According to Mitchell (2006), the biggest advantage of having a call-center based in India comes from the personnel, as in India call-center personnel can be paid as little as US$182 per month.
Administrative and finance staff. Finance staff and accountants to handle all the financial matters of the company, including taxes and legal matters. Continual Operations The tasks required to maintain and support the product after launch will be: Product updates. Product updates to provide up-to-date protection against the latest viruses and threats. This will mean computer programmers working around the clock developing virus signatures to enable the antivirus product to identify and catch new viruses. Website and web hosting.
Web hosting will be a continuous operation. It will need to be monitored for the correct amount of bandwidth, functionality, and adequate reliability. The website statistics will also need to be continually monitored, the traffic and navigation patterns of the customers analyzed, so as to be able to continually improve it. Call centre for customer support. Call centre staff and resources located in India will be available seven days a week throughout the whole year to offer customer support to VirusShield’s valued customers.