Development of Veterinary Online Consultation Service
Packalén, Jonna (2023)
2023
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-202304195603
https://urn.fi/URN:NBN:fi:amk-202304195603
Tiivistelmä
This Bachelor’s thesis is commissioned by an organization offering veterinary services. The purpose of this thesis is to provide the client with information about their veterinary online consultation service in order to develep the service. The objective of this work is to study the service's customer relationships and their development over time. It is determined by answering the research question: what kind of customerships does the provider of this service have and how has the usage of the service developed? By the aid of this information, it is possible to both allocate and resource the service appropriately as well as to develop customer service and operating models.
The theoritical framework focuses on veterinary telemedicine reflecting its ethical side and the impact of legislation on the practice of telemedicine as well as the benefits of the telemedicine service. Terms related to customer relationship, customer data and customer understanding are also reviewed.
This was a research thesis and was implemented as a quantitative survey. The thesis examined the data obtained from the patient record system and telephone switchboard used by the client. The data was analyzed and visualized by Power BI software utilizing a cross tabulation method.
The key results are that the majority of the customers have a dog as a pet, are women, are old customers and do not make an appointment. In addition, a significant part of the customers live in the Helsinki metropolitan area. The total number of calls has increased approximitely 2,5 times from April 2020 to the end of 2021. The percentage of answered calls has slightly decreased, while the percentage of recorded calls has increased. Based on these results, it was possible to create the most important customer segment. Furthermore, the data collected from the client is combined with the theory and through that used to establish the development proposal to the target organization.
The theoritical framework focuses on veterinary telemedicine reflecting its ethical side and the impact of legislation on the practice of telemedicine as well as the benefits of the telemedicine service. Terms related to customer relationship, customer data and customer understanding are also reviewed.
This was a research thesis and was implemented as a quantitative survey. The thesis examined the data obtained from the patient record system and telephone switchboard used by the client. The data was analyzed and visualized by Power BI software utilizing a cross tabulation method.
The key results are that the majority of the customers have a dog as a pet, are women, are old customers and do not make an appointment. In addition, a significant part of the customers live in the Helsinki metropolitan area. The total number of calls has increased approximitely 2,5 times from April 2020 to the end of 2021. The percentage of answered calls has slightly decreased, while the percentage of recorded calls has increased. Based on these results, it was possible to create the most important customer segment. Furthermore, the data collected from the client is combined with the theory and through that used to establish the development proposal to the target organization.