University of Twente Student Theses


Improving the Client Contact Centra, a BPMN approach

Toorn, L.J. van der (2022) Improving the Client Contact Centra, a BPMN approach.

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Abstract:Adviesgroep Strategisch Gebouwbeheer Nederland (ASG), is a leading data analytical company providing advice on efficient energy usage and installing their own technology for customers to track their heating usage. They are in the process of rapidly expanding their business across the country and want to be prepared to be of best service to their future company with their client contact centre (CCC), of which this thesis has focused its research on. From interviews with employees within the company, it becomes clear that the processes that they are using can be more optimized to save costs and increase the potential of a satisfied customer. Currently their primary indicator of how their department is given a performance rating is by means of a dashboard included in Zendesk, an application where they handle tickets for their customer service. There it displays their first reply time to their ticket. The goal is to find improvements within their work processes that reduce this first reply time. Thus, the research question that follows is: How would ASG best optimize the use of Zendesk to have better employee efficiency, and thus a higher customer satisfaction?
Item Type:Essay (Bachelor)
Faculty:BMS: Behavioural, Management and Social Sciences
Subject:85 business administration, organizational science
Programme:Industrial Engineering and Management BSc (56994)
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