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Análisis de las herramientas para la gestión de incidencias de los clientes de la empresa Controlnet de la ciudad de Vinces.
| dc.contributor.advisor | Guerrero Torres, Hugo Javier | |
| dc.contributor.author | Vera Yépez, Noe Alexander | |
| dc.date.accessioned | 2023-06-05T16:33:19Z | |
| dc.date.available | 2023-06-05T16:33:19Z | |
| dc.date.issued | 2023 | |
| dc.identifier.uri | http://dspace.utb.edu.ec/handle/49000/14256 | |
| dc.description | The objective of this case study called Analysis of the tools for the management of customer incidents of the Controlnet company in the city of Vinces, was to improve the management of customer incidents by analyzing tools that help the company to improve customer satisfaction. An incident tool is a system that facilitates the administration of reported incidents and helps provide better customer service. Controlnet, a company dedicated to the installation of Internet service, uses instant messaging applications to manage and communicate its incidents to technical support technicians so that they can solve the incident. The company's incident process was examined and some shortcomings were assessed, such as the lack of prioritization of the type of incident. Exploratory and descriptive research was used for the case study. We proceeded to explore three tools in the market that are used for the management of incidents of the companies and described the process that the company performs to manage the incidents with their respective shortcomings that make the customer satisfaction decreases. Surveys directed to the company's employees were used to collect data to support the research, such as the types of disadvantages of the tools they use or whether it is positive to improve customer service with other tools. In general, the case study focuses on the fact that customer service should be paramount in any company, using tools that are suitable to better manage the incidence and increase customer satisfaction. | es_ES |
| dc.description | The objective of this case study called Analysis of the tools for the management of customer incidents of the Controlnet company in the city of Vinces, was to improve the management of customer incidents by analyzing tools that help the company to improve customer satisfaction. An incident tool is a system that facilitates the administration of reported incidents and helps provide better customer service. Controlnet, a company dedicated to the installation of Internet service, uses instant messaging applications to manage and communicate its incidents to technical support technicians so that they can solve the incident. The company's incident process was examined and some shortcomings were assessed, such as the lack of prioritization of the type of incident. Exploratory and descriptive research was used for the case study. We proceeded to explore three tools in the market that are used for the management of incidents of the companies and described the process that the company performs to manage the incidents with their respective shortcomings that make the customer satisfaction decreases. Surveys directed to the company's employees were used to collect data to support the research, such as the types of disadvantages of the tools they use or whether it is positive to improve customer service with other tools. In general, the case study focuses on the fact that customer service should be paramount in any company, using tools that are suitable to better manage the incidence and increase customer satisfaction. | es_ES |
| dc.description.abstract | El presente caso de estudio denominado Análisis de las herramientas para la gestión de incidencias de los clientes de la empresa Controlnet de la ciudad de Vinces, tuvo como objetivo mejorar la gestión de incidencias de los clientes analizando herramientas que ayuden a la empresa a mejorar la satisfacción del cliente. Una herramienta de incidencias es un sistema que facilita la administración de las incidencias notificadas y que ayuda a que se otorgue una mejor atención al cliente. La empresa Controlnet que se dedica a la instalación del servicio de internet usa aplicaciones de mensajerías instantáneas para administrar y poder comunicar sus incidencias a los técnicos de soporte técnico para que solucionen la incidencia. Se examino el proceso de incidencias que realiza la empresa y se valoró algunas falencias, como la no priorización del tipo de incidencia. Para el estudio de caso se usó la investigación exploratoria y descriptiva. Ya que se procedió a explorar tres herramientas en el mercado que se utilizan para la gestión de incidencias de las empresas y se describió el proceso que realiza la empresa para gestionar las incidencias con sus respectivas falencias que hacen que la satisfacción del cliente disminuya. Se utilizo encuestas dirigida a los empleados que conforman la empresa para recopilar datos que apoyen a la investigación, como que tipos de desventajas tienen las herramientas que utilizan o si es positivo mejorar la atención al cliente con otras herramientas. En general el estudio de caso se enfoca en que la atención al cliente debe ser primordial en toda empresa, utilizando herramientas que sean aptas para gestionar de una mejor forma la incidencia y elevando la satisfacción del cliente. | es_ES |
| dc.format.extent | 43 p. | es_ES |
| dc.language.iso | es | es_ES |
| dc.publisher | Babahoyo: UTB-FAFI. 2023 | es_ES |
| dc.rights | Atribución-NoComercial-SinDerivadas 3.0 Ecuador | * |
| dc.rights.uri | http://creativecommons.org/licenses/by-nc-nd/3.0/ec/ | * |
| dc.subject | Herramienta de Incidencia | es_ES |
| dc.subject | Gestión de Incidencias | es_ES |
| dc.subject | Análisis | es_ES |
| dc.subject | Satisfacción del Cliente | es_ES |
| dc.subject | Controlnet | es_ES |
| dc.title | Análisis de las herramientas para la gestión de incidencias de los clientes de la empresa Controlnet de la ciudad de Vinces. | es_ES |
| dc.type | bachelorThesis | es_ES |
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