Implementation of a Customer Service System
Garrido Tostes, Marcos; Garrido Tostes, Marcos (2022)
2022
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2022053013152
https://urn.fi/URN:NBN:fi:amk-2022053013152
Tiivistelmä
This thesis was commissioned by Normet Oy. Normet is a growing company in the mining and tunneling busi-ness. As part of Normet’s fast-growing, several tools needed to be upgraded to fit the growing demands. This thesis topic was to create a service that those demands request.
The major purpose of this thesis was to provide a solution for two departments that provide service for internal customers in Normet. This solution had to be done following Normet’s values, taking into consideration factors like security, clients contacting these departments, ERP, and PDM systems used, and relationships with those. The system that will be implemented is a helpdesk system previously used by the IT department modified to fit the needs of Services Item Support and Service Claims. During the thesis, different tools needed to be used to check the compatibility of the program, such as workflows of different tasks, different forms created using client requests from previous cases, and brainstorming discussions with different departments.
Finally, it was discovered how beneficial the new system will be for Normet. Calculations of how many hours were saved compared with the total amount of cases in 2021 showed the impact of this system in Services Item Support and Service Claims. So far, the system has been under development and the implementation phase is programmed to be launched by the end of 2022. This thesis also helped other departments to understand the needs of Services Item Support and Service Claims, what and how the information is needed, for what porpoise was the information requested, and what will be expected for the future.
The major purpose of this thesis was to provide a solution for two departments that provide service for internal customers in Normet. This solution had to be done following Normet’s values, taking into consideration factors like security, clients contacting these departments, ERP, and PDM systems used, and relationships with those. The system that will be implemented is a helpdesk system previously used by the IT department modified to fit the needs of Services Item Support and Service Claims. During the thesis, different tools needed to be used to check the compatibility of the program, such as workflows of different tasks, different forms created using client requests from previous cases, and brainstorming discussions with different departments.
Finally, it was discovered how beneficial the new system will be for Normet. Calculations of how many hours were saved compared with the total amount of cases in 2021 showed the impact of this system in Services Item Support and Service Claims. So far, the system has been under development and the implementation phase is programmed to be launched by the end of 2022. This thesis also helped other departments to understand the needs of Services Item Support and Service Claims, what and how the information is needed, for what porpoise was the information requested, and what will be expected for the future.