B2B Claim Process Communication Analysis
Linna, Anna (2023)
2023
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2023052212775
https://urn.fi/URN:NBN:fi:amk-2023052212775
Tiivistelmä
Smooth and effective communication flow during a claim handling process, especially in B2B environment, has a significant impact on the feel of justice and general level of customer satisfaction. Nowadays informative communication can be similarly seen as competitive advantage.
In 2020 an anonymous family-owned footwear company operating in Nordic business-to-business field nowadays mainly concentrating on production of medical footwear with different levels of customization conducted a project to investigate different possibilities on how to improve company’s claim process eventually based on the achieved results deciding that an analysis on claim process communication could improve its understanding and development of overall claim process communication.
The objective of the commissioned research was to conduct an analysis of the current state of the case company’s claim process communication in order to fulfill the aim of the research which was to find out which communicational steps and elements are needed in customer oriented B2B claim process in small and medium-sized enterprises (SMEs) and finally present the optimized communication flow in a form of a service blueprint.
The research was implemented as a case study by using two different qualitative research methods of semi-structured survey questionnaire and claim document analysis. In addition, a service design tool of service blueprinting was used in formulation of survey questions as well as a format to portray the optimized communication flow during a claim process.
The results of the research indicate that functional internal communication across different organizations have a significant effect on overall communication during the claim process and they support the assumption that quality of communication during a claim process has an impact on customer’s perception of total quality as well as the overall customer satisfaction level.
In 2020 an anonymous family-owned footwear company operating in Nordic business-to-business field nowadays mainly concentrating on production of medical footwear with different levels of customization conducted a project to investigate different possibilities on how to improve company’s claim process eventually based on the achieved results deciding that an analysis on claim process communication could improve its understanding and development of overall claim process communication.
The objective of the commissioned research was to conduct an analysis of the current state of the case company’s claim process communication in order to fulfill the aim of the research which was to find out which communicational steps and elements are needed in customer oriented B2B claim process in small and medium-sized enterprises (SMEs) and finally present the optimized communication flow in a form of a service blueprint.
The research was implemented as a case study by using two different qualitative research methods of semi-structured survey questionnaire and claim document analysis. In addition, a service design tool of service blueprinting was used in formulation of survey questions as well as a format to portray the optimized communication flow during a claim process.
The results of the research indicate that functional internal communication across different organizations have a significant effect on overall communication during the claim process and they support the assumption that quality of communication during a claim process has an impact on customer’s perception of total quality as well as the overall customer satisfaction level.