Optimizing the business relationship with the customer of a small company in the service area: a proposal based on Systemic Intervention
Keywords:
Technological solution, Customer communication, Internal processesAbstract
This report aims to discuss the potential impact resulting from the adoption of a technological solution in a small business, related to accounting and financial services. Meetings with managers help to identify the company’s difficulty in structuring and organizing itself to maintain fluid contact with clients. It was proposed to create a technological solution. The purpose of this solution is facilitating and improving the communication between customers and the company’s departments, creating a system aimed at optimizing this relationship. The report suggests the potential benefits identified for the company in question could be extended to other companies with similar characteristics and same economic sector. The discussion is based on the difficulties reported by the company and the authors’ experience with problem solving. As a result of the system adoption, the article will additionally discuss the benefits derived from (i) the creation of a depository base of service and project proposals in an internal system, thus creating historical data for analyzing the performance of the areas; and (ii) optimization of the quality-of-service processes, content transmission and contact between teams and customers.Downloads
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