Haku

Tuotteet ja palvelut eivät enää yksistään riitä takaamaan onnistunutta asiakaskokemusta. Entistä valistuneempi asiakaskunta haastaa yritykset erottautumaan kilpailijoista muilla tavoin. Aidosti asiakaskeskeisyyteen ja parempiin asiakaskokemuksiin...
Products and services alone are no longer enough to guarantee a successful customer experience. Nowadays the more enlightened customer base is challenging companies to differentiate themselves from the competitors in other ways. Companies that genuinely focus on customer-centricity and better customer experiences base their operations on this ideology. The purpose of the thesis was to develop co-operation with the outsourced Yale consumer support and to find operating models for the efficient implementation of the service. Attention was also paid to outsourcing matters and the controlling of a customer understanding during the project. The research method of the thesis was a qualitative thematic interview. The target group of the thematic interviews were Abloy Oy's service manager, Yale consumer support supervisor, coaches and customer service staff. In addition, the scope of the survey was diversified with a customer satisfaction survey, which surveyed consumers' views on the expertise and functionality of the service. Based on the research, the operating environment requires an active and continuous development approach from both parties. Even the smallest details need to be refined and the customer focus must always be taken into account. Only these actions can ensure a successful customer experience and make the business a profitable business....

Opinnäytetyön pääasiallisena tavoitteena oli parantaa Senaatti-kiinteistöjen allianssihankemallin vastaanotto- ja käyttöönottovaiheen prosessia siten, että siinä havaittuja haasteita ja ongelmia voitaisiin vähentää ja asiakkaan kokemuksia...