Propuesta de mejoramiento en el área de servicio al cliente en la empresa All Online Solutions SAU
Fecha
2022-08-23Registro en:
Gil Torres, J. A. (2022). Propuesta de mejoramiento en el área de servicio al cliente en la empresa All Online Solutions SAU. [Trabajo de Grado, Universidad Santo Tomás]. Repositorio Institucional.
Autor
Gil Torres, Javier Alexander
Institución
Resumen
The company All Online Solutions SAU was the object of study, through the application of the
Modernization Model for the Management of MMGO Organizations, in which it sought to identify
strengths and opportunities for improvement, which, when intervened, achieved a positive
impact on the objectives of the company. business.
The components with the best results were Organizational Culture and Strategic Management,
evidencing the high level of its managers and the commitment of a company focused on its
employees.
It was evident that there are opportunities for improvement in different áreas and these are:
General Management with CSR and Environmental Management, Costummer succes as an
área of service provision within the framework of the knowledge and innovation component.
It will be argued that the área that can have a greater impact on the organization is Costummer
successes Since it allows to affect the indicators of CAC (Customer Acquisition Cost), LTV
(Lifetime Value) CHURN (cancellation or abandonment rate), NPS (Net Promoter Score)
The proposal to improve the Customer Success área is presented, who are in charge of the
process of introduction, support and management of customer cancellations.
It concludes with an improvement plan based on various strategies that allow the maximization
of current resources and the obtaining of results in the short and medium term.