dc.contributor | Silveira, Sidnei Renato | |
dc.creator | Linke, Leonardo Lavalhos | |
dc.date.accessioned | 2018-04-03T21:40:37Z | |
dc.date.available | 2018-04-03T21:40:37Z | |
dc.date.created | 2018-04-03T21:40:37Z | |
dc.date.issued | 2015-12-10 | |
dc.identifier | http://repositorio.ufsm.br/handle/1/12839 | |
dc.description.abstract | This paper presents a case study on the implementation of a Help
Desk system, applied to a company that provides consulting and advisory
services to healthcare institutions, Exatus Strategic Solutions. To conduct
the case study, the process of customer service has been redefined, as it was
conducted by telephone by direct contact customers with the employee
responsible for the sector, with no centralization and/or a specific sector of
service customers. Through this redefinition and requirements analysis, it
was decided to apply the tool. After surveying the necessary requirements, it
reached the conclusion that the Ocomon system would be the most suitable
for use in the company. | |
dc.publisher | Universidade Federal de Santa Maria | |
dc.publisher | Brasil | |
dc.publisher | UFSM | |
dc.publisher | UFSM Frederico Westphalen | |
dc.rights | http://creativecommons.org/licenses/by-nc-sa/4.0/ | |
dc.rights | Acesso Aberto | |
dc.subject | Gestão do atendimento | |
dc.subject | Serviço de atendimento ao cliente | |
dc.subject | Sistemas de informação help-desk | |
dc.subject | Management of care | |
dc.subject | Customer service | |
dc.subject | Information systems helpdesk | |
dc.title | Implantação de um sistema de help-desk: um estudo de caso na Exatus Soluções Estratégicas | |
dc.type | Trabalho de Conclusão de Curso de Graduação | |