Integrated Multichannel Customer Service Plan For Stark
Oinasmaa, Roosa (2016)
Tampereen ammattikorkeakoulu
2016
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2016093014735
https://urn.fi/URN:NBN:fi:amk-2016093014735
Tiivistelmä
The main objective of this thesis was to introduce three compatible integrated customer service templates for Stark according to the needs and wants of the customer service department. These providers all offer integrated technological solutions for multichannel services. This was done in order to improve work efficiency and thus have a positive effect on the customer experience. The purpose of the thesis was to find out what tools and programs the customer service representatives and the head of customer service thought worked well and what parts needed improvements. These findings were then used when selecting the three best-suited customer service template solutions. The company can then use the information and choose the best fit in accordance with the results and price.
Secondary research was integrated in the empirical part of the thesis and used when referring to theories, terms and in introductions. The secondary research was collected mainly from literature, articles and government statistics. Primary research was carried out as interviews of the customer service representatives as well as the head of customer service. Also consultation with the customer service providers was done as face-to-face meetings as well as via phone and e-mail.
The empirical part of the thesis was created in a way that would enable the reader to understand relevant parts of the Finnish construction industry, the company in question as well as customer service. This was carried out so that it would be easy to understand why customer service is rising into a more important role nowadays and what kinds of effects over the top customer service has for companies.
The customer service platform providers that are introduced in this thesis were selected and presented in accordance with the findings from the primary research. The commissioner was very gratified with the outcome, as the platform is to be updated in the future.
Secondary research was integrated in the empirical part of the thesis and used when referring to theories, terms and in introductions. The secondary research was collected mainly from literature, articles and government statistics. Primary research was carried out as interviews of the customer service representatives as well as the head of customer service. Also consultation with the customer service providers was done as face-to-face meetings as well as via phone and e-mail.
The empirical part of the thesis was created in a way that would enable the reader to understand relevant parts of the Finnish construction industry, the company in question as well as customer service. This was carried out so that it would be easy to understand why customer service is rising into a more important role nowadays and what kinds of effects over the top customer service has for companies.
The customer service platform providers that are introduced in this thesis were selected and presented in accordance with the findings from the primary research. The commissioner was very gratified with the outcome, as the platform is to be updated in the future.