Bibliographic citations
Ruiz, A., Reverditto, A., Muñoz, E. (2021). Implementación de una herramienta omnicanal en una empresa de Telecomunicaciones optimizando costos y mejorando la satisfacción del cliente [Trabajo de Investigación, Universidad Peruana de Ciencias Aplicadas (UPC)]. http://hdl.handle.net/10757/658488
Ruiz, A., Reverditto, A., Muñoz, E. Implementación de una herramienta omnicanal en una empresa de Telecomunicaciones optimizando costos y mejorando la satisfacción del cliente [Trabajo de Investigación]. PE: Universidad Peruana de Ciencias Aplicadas (UPC); 2021. http://hdl.handle.net/10757/658488
@mastersthesis{renati/1291214,
title = "Implementación de una herramienta omnicanal en una empresa de Telecomunicaciones optimizando costos y mejorando la satisfacción del cliente",
author = "Muñoz Revolledo, Elsa Elizabeth",
publisher = "Universidad Peruana de Ciencias Aplicadas (UPC)",
year = "2021"
}
This research evaluates de viability and rentability of the implementation of an integrated omnichannel solution for the after sales and customer support. This research focus in telecommunication companies which offers their services in Latin American countries, especially the ones that operates in Perú. Nowadays, we live in a world where, despite of the technological breakthrough and advances, every service or product after sales attention is in need of special attention to seek quality and to offer agile and fast solutions to simple and complex inquiries from their customers. In the first chapter we present, in detail, the terms, tools and methodology used on a worldwide level, in information processing and implementation of self-management solution tools for customer service. In the second chapter we studied the current situation of the company, which tried, several times, with no success, to lower their operational costs without compromising the quality of their service. We present Net Promoter Scores (NPS) and the usability of the different channels offered for the customer service between their users. In the third chapter, we carry out the financial evaluation of the project, and measure the impact of the omnichannel solution, comparing it with the business-as-usual scenario (the actual company situation). The results obtained from this evaluation show us a profitable and beneficial solution for the company. Finally, the project that offers a value proposal to implement an omnichannel solution self-management will impact the customer loyalty and customer acquisition in the near- and long-term future.
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