Ensuring Efficient and Practical Internal Customer Support Reporting for Polar Electro Oy’s Customer Support Organization
Valkama, Tom (2021)
Valkama, Tom
2021
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2021112922348
https://urn.fi/URN:NBN:fi:amk-2021112922348
Tiivistelmä
Polar Electro Oy has rebuilt most of their key customer support tools and operations around the widely used customer relationship management software, Zendesk. In the rebuilding process the reporting tools were switched over to the new platform for operations with mainly all the existing previously used metrics and reporting layouts ported over as close to the previously used ones as possible.
The previous reporting was perceived as suitable and answering to all the
requirements set for reporting. Over time, slight additions have been made to these metrics when deemed necessary but besides these, the metrics and reporting layouts have been unchanged. The metrics and reporting layouts have not been validated or verified in any way. Now, it has been deemed necessary to conduct a current state analysis of the reporting to achieve several different benefits for Polar Electro Oy such as ensuring the validity of the reporting. The current state analysis will provide a baseline and a point for comparison from which the current state of reporting can be improved as well.
The previous reporting was perceived as suitable and answering to all the
requirements set for reporting. Over time, slight additions have been made to these metrics when deemed necessary but besides these, the metrics and reporting layouts have been unchanged. The metrics and reporting layouts have not been validated or verified in any way. Now, it has been deemed necessary to conduct a current state analysis of the reporting to achieve several different benefits for Polar Electro Oy such as ensuring the validity of the reporting. The current state analysis will provide a baseline and a point for comparison from which the current state of reporting can be improved as well.