Optimising the Customer Experience in Healthcare SaaS Support: Balancing Service Quality and Security
Kafka, Anniina (2025)
2025
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2025120833628
https://urn.fi/URN:NBN:fi:amk-2025120833628
Tiivistelmä
This thesis examined different aspects with regard to how the customer experience may be improved or maintained at a high standard while adhering the security principles in the daily work of a customer support agent for a Finnish software-as-a-service startup. The goal was personal improvement and improvement of workflow through examining data protection related legislation and reviewing aspects like cybersecurity affecting customer support.
The thesis was carried out as a diary-based project, combining daily journaling with weekly reflections and analysis of recurring challenges, risks, and lessons over the period of 16 calendar weeks (60 working days).
Firstly, the thesis will cover the initial analysis before the project period, including key concepts and learning aims. After this comes the daily and weekly reporting section which documents the author’s work duties and professional growth in a customer support position. Finally, there is a reflection and review of the results.
The thesis concluded that aspects of technical skill, legal understanding, as well as well-designed internal processes are key pillars to maintaining customer satisfaction.
The thesis was carried out as a diary-based project, combining daily journaling with weekly reflections and analysis of recurring challenges, risks, and lessons over the period of 16 calendar weeks (60 working days).
Firstly, the thesis will cover the initial analysis before the project period, including key concepts and learning aims. After this comes the daily and weekly reporting section which documents the author’s work duties and professional growth in a customer support position. Finally, there is a reflection and review of the results.
The thesis concluded that aspects of technical skill, legal understanding, as well as well-designed internal processes are key pillars to maintaining customer satisfaction.