Optimising the Customer Service and Support Department of BrixCRM

This research is focused on finding the optimal way in which BrixCRM can deliver customer service and support (CSS) services. BrixCRM encountered several problems within their CSS department. The results from the literature study about optimal CSS were compared with the current situation which is based on interviews with stakeholders, a survey with BrixCRM's clients and observations. The analysis showed a gap between optimal CSS and the current performance of BrixCRM. Based on this gap the solution is designed to help BrixCRM improve their CSS deparment.