DESIGN AND IMPLEMENTATION OF CUSTOMER SERVICE INFORMATION SYSTEM

DESIGN AND IMPLEMENTATION OF CUSTOMER SERVICE INFORMATION SYSTEM 

CHAPTER ONE

INTRODUCTION

1.1      BACKGROUND TO THE STUDY

The evolution of the customer service desk, from its origin as a help desk to its current state, is similar to the evolution of the bank branch. Over the years, new technologies have enabled bank branch staff to better serve customers visiting the branch. Terminals empower tellers with immediate access to a variety of applications and databases that span all the bank’s products, including checking accounts, savings accounts, CDs, and loans. Perhaps the most significant development, however, is that innovations in processes and technology have eliminated much of the need for customers to visit a business branch, or have any interactions with business personnel.

The service desk was initially viewed as the place to go for technical help. It was the resource for providing assistance in using applications and databases, or to resolve problems. Service desk applications (Originally called help desk applications) emerged to empower service desk technicians. These applications guide technicians through best-practice processes, ensuring the proper handling of incident tickets. They also aggregate service desk performance data, such as response times and first-call resolution rates, permitting the IT staff to monitor and improve service delivery. Customer service desk processes have continually improved to increase efficiency and effectiveness. Service maintains a knowledge base of solutions to known problems, which technicians can easily access. They provide a holistic view of the enterprise infrastructure that shows the infrastructure components (both physical and virtual), their configurations, and their physical and logical relationships. The ability to see users’ computer configurations eliminates the need for users to communicate this information verbally to service desk technicians, saving time and reducing errors. In addition, the ability to see the relationship of users’ systems to other infrastructure components speeds problem identification and correlation. Customer service desk technologies are empowering consumers of IT services. Users now have access to tools that enable them to resolve many problems on their own, without having to contact the service desk. For example, they can reset their passwords on theirs own, eliminating a major source of customer service desk calls.. The evolution of the customer service desk has resulted in a number of service enhancements, yet there is still considerable room for improvement to take it to the level of self-service similar to the online banking experience. Most customer service desks still operate primarily in a reactive mode, responding to issues only after users report them. The service desk is still being inundated with calls, many of which are from users requesting services or simply checking on the status of their requests. These calls distract service desk technicians from resolving issues that are related.

In addition, in many cases, technicians are not able to determine the business relevance of incidents, so they cannot prioritize action based on business impact.

Process and technology innovations are now available that enable the service desk to take the next major step in the evolution of the service desk, eliminating many of these problems. The result will be a customer service desk that provides far more value to the business.

IT is under increasing pressure to integrate more closely with the business. To accomplish this objective, IT has to transit to a more business-oriented and proactive approach. IT must help the business better achieve its goals, and prevent, rather than just solve, problems.

To make the transition successfully, you need to empower your customer service desk technicians to a much greater degree. Customer service desk technicians need to prioritize their actions based on business impact and take a more proactive approach. To do these things, they will need a more comprehensive view of the overall IT environment, and greater insight into how specific incidents in the IT environment affect the business. In addition, you have to provide users with access to broader self-service capabilities, including the ability to request services and check the status of requests on their own.

1.2       STATEMENT OF THE PROBLEM

·         Complaint are made verbally and where the distance is  too far,such a client suffers the fate of not getting he/her complaint being attended to.

·         Long distance complaint exposes client to danger(client may involve in accident).

·         The cost of transportation to the place where the office is located is also seen as problem.

·         It is time consuming.(where a client could get to the office to lay complaint and such a person meets queue and he/she has to wait).

·         Inability to handle customers complaint adequately.

Based on the issues stated above the following research questions can be generated.

DESIGN AND IMPLEMENTATION OF CUSTOMER SERVICE INFORMATION SYSTEM 

Chapters: 1 - 5
Delivery: Email

Number of Pages: 75

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