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Design and Implementation of Customer Support Awareness Dashboard

Westerlund, Johan LU and Rygart, Carl (2016) MAMM01 20161
Ergonomics and Aerosol Technology
Abstract (Swedish)
Customer relation is an important factor in service minded sectors, and providing a flawless support to compliment that service can be an important factor while having customers. This puts support personnel in a crucial role to handle problems that the customer requests, but also see to it that the problems never happen. Telavox, a telecommunications company, supplies various communication services to other companies and provides this kind of both reactive and proactive support. This makes it of utmost importance to create a customer support environment that can ease this way of working and see to that nothing falls through the cracks.

At Telavox today, this work is done in an in-house developed customer relation management system,... (More)
Customer relation is an important factor in service minded sectors, and providing a flawless support to compliment that service can be an important factor while having customers. This puts support personnel in a crucial role to handle problems that the customer requests, but also see to it that the problems never happen. Telavox, a telecommunications company, supplies various communication services to other companies and provides this kind of both reactive and proactive support. This makes it of utmost importance to create a customer support environment that can ease this way of working and see to that nothing falls through the cracks.

At Telavox today, this work is done in an in-house developed customer relation management system, which is lacking a usable overview of today's agenda. There is an existing page, but it is missing detailed information for every specific user. The purpose of this project is to design and develop a new page that makes the work for the customer service personnel, more efficient and to create a page that enables an efficient work flow for the personnel.

This master's thesis covers the development of a new overview page in the company Telavox' own customer relation management system. The thesis goes through the several design phases, and covers aspects from ideas and sketching, low-fidelity and high-fidelity prototypes, to an evolving prototype that is put in production.

This thesis resulted in a final product that is in use for the company, and shows the importance of a thorough investigation of the domain and to keep close contact with the end user. Finally, the result is analyzed and tested by the intended users as to get an understanding of what could be improved. (Less)
Popular Abstract (Swedish)
För att erbjuda bra kundtjänst har personalen en kritisk roll vid hantering av kundproblem, dels genom hantering av inkomna problem men också att se till att problem inte uppstår från första början. Att ha en bra överblick över sina arbetsuppgifter är viktigt i kundtjänstpersonalens dagliga arbete för att kunna arbeta effektivt under hög arbetsbelastning. Genom att skapa ett webbaserat verktyg som ger överblick för de ärenden, möten och kommande händelser, vill vi hjälpa deras arbete.
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author
Westerlund, Johan LU and Rygart, Carl
supervisor
organization
course
MAMM01 20161
year
type
H2 - Master's Degree (Two Years)
subject
keywords
Telavox, interaction design, user experience, development, user-centered design, user engineering
language
English
id
8893760
date added to LUP
2016-10-26 14:04:41
date last changed
2016-10-26 14:04:41
@misc{8893760,
  abstract     = {Customer relation is an important factor in service minded sectors, and providing a flawless support to compliment that service can be an important factor while having customers. This puts support personnel in a crucial role to handle problems that the customer requests, but also see to it that the problems never happen. Telavox, a telecommunications company, supplies various communication services to other companies and provides this kind of both reactive and proactive support. This makes it of utmost importance to create a customer support environment that can ease this way of working and see to that nothing falls through the cracks.
 
At Telavox today, this work is done in an in-house developed customer relation management system, which is lacking a usable overview of today's agenda. There is an existing page, but it is missing detailed information for every specific user. The purpose of this project is to design and develop a new page that makes the work for the customer service personnel, more efficient and to create a page that enables an efficient work flow for the personnel.
 
This master's thesis covers the development of a new overview page in the company Telavox' own customer relation management system. The thesis goes through the several design phases, and covers aspects from ideas and sketching, low-fidelity and high-fidelity prototypes, to an evolving prototype that is put in production. 
 
This thesis resulted in a final product that is in use for the company, and shows the importance of a thorough investigation of the domain and to keep close contact with the end user. Finally, the result is analyzed and tested by the intended users as to get an understanding of what could be improved.},
  author       = {Westerlund, Johan and Rygart, Carl},
  keyword      = {Telavox,interaction design,user experience,development,user-centered design,user engineering},
  language     = {eng},
  note         = {Student Paper},
  title        = {Design and Implementation of Customer Support Awareness Dashboard},
  year         = {2016},
}