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Publicação
Customer service process optimization at Sonae e MC
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| 449.66 KB | Adobe PDF |
Orientador(es)
Resumo(s)
Sonae MC is constantly innovating and keeping up with the new market trends, being
increasingly focused on E-commerce due to its growing importance. In that area, a telephone line
is available to support customers with their problems. However, rare were the cases in which
those problems were solved in the first contact. Therefore, the goal of this work was to reengineer
these processes to improve the service performance and consequently the customer’s satisfaction.
Following an evolutionary approach, improvement opportunities were suggested and if correctly
implemented the cases resolution time could decrease 1 day and Sonae MC will save €7.750 per
month.
Descrição
Palavras-chave
E-commerce Optimization Mapping process Business process reengineering