Customer service at Company X in 2025
Johansson, Akseli (2022)
2022
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2022121228137
https://urn.fi/URN:NBN:fi:amk-2022121228137
Tiivistelmä
The main goal of the project was to develop customer service for the forestry industry Company X on their European sawn timber sales area. The purpose of the thesis was to examine the state of Company X’s current customer service and to clarify the functionality of the customer service in the company by finding out its development points.
The project was made by analysing the company's customer service and its needs and customers’ wishes for the future based on customer interviews. All in all, 7 customer companies and 11 people were interviewed. The project involved both quantitative and qualitative research, and the data were analysed by using thematic analysis.
As a result of the thesis, it was found out that the actual customer service centers of Company X were not very familiar to the customers. For this reason, the project mainly focused on front office employees. The main results obtained were increased hierarchy within the company, lack of proactive customer service in suddenly changing situations and a little too many people responding to the messages which popped up a question regarding the employee roles at Company X. Overall customer understanding was also mentioned as one critical thing to be improved. The customers mentioned many reasons (product quality, big volumes et cetera) why they do business with Company X, but not so many of them were directly connectable to customer service.
The findings indicated that the organizational reform of the Company X is not quite successful, and things should be reconsidered. Many things related to customer service have taken a turn for the worse since these changes. This reconsideration could be made by using models developed for that, for example CSS model, Blue Ocean Strategy, Blue Ocean Shift and SERVQUAL. Further research is required to obtain more extensive information about the level of the company's customer service.
The project was made by analysing the company's customer service and its needs and customers’ wishes for the future based on customer interviews. All in all, 7 customer companies and 11 people were interviewed. The project involved both quantitative and qualitative research, and the data were analysed by using thematic analysis.
As a result of the thesis, it was found out that the actual customer service centers of Company X were not very familiar to the customers. For this reason, the project mainly focused on front office employees. The main results obtained were increased hierarchy within the company, lack of proactive customer service in suddenly changing situations and a little too many people responding to the messages which popped up a question regarding the employee roles at Company X. Overall customer understanding was also mentioned as one critical thing to be improved. The customers mentioned many reasons (product quality, big volumes et cetera) why they do business with Company X, but not so many of them were directly connectable to customer service.
The findings indicated that the organizational reform of the Company X is not quite successful, and things should be reconsidered. Many things related to customer service have taken a turn for the worse since these changes. This reconsideration could be made by using models developed for that, for example CSS model, Blue Ocean Strategy, Blue Ocean Shift and SERVQUAL. Further research is required to obtain more extensive information about the level of the company's customer service.