Examinando por Materia "Servicio al cliente"

Mostrando 1 - 12 de 12
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    Análisis de procesos para el mejoramiento del servicio al cliente a partir del análisis de las operaciones del servicio de inspección, en la empresa Automás Laureles
    (Universidad EAFIT, 2020) Pineda Foronda, Edwin Ricardo; Ramírez Echeverri, Sergio Augusto
    To achieve competitive advantages and financial sustainability over time, companies, especially CDAs, are not enough to simply provide the service in the basic terms of its nature. The mechanical technical review (RTM) is a fundamental requirement for the circulation of motor vehicles. Resolution 3318 of September 14, 2015 talks about the regulation of the rates of RTM services provided by CDAs throughout the national territory. Therefore, rates are not a useful tool to achieve a competitive advantage, however, the strategies and tools of "Relationship Marketing" have been blurred. Stable loyalty and loyalty in the medium term with customers have been minimized, due to deficiencies in customer service. Like any service company, Automás has a very strong pillar in strategic planning which is the increase in market share and growth in its profitability, however, it is necessary to carry out an analysis of the value chain of the process, with In order to find the GAP (Good, Average and Poor) that are generated, this is why according to Edison Duque (2005), that between the expectation that the customer has of the service and the final result, in short the assessment of the service by the customer. In relation to the above, the company Automás (CDA Automás) based in Laureles, currently has problems with customer service and operational differences between the processes (Internal - external) and the tactical guidelines of the current service strategy. The foregoing, because it is one of the 15 strategic objectives for 2020, is to improve the design of the service and its delivery to result in greater customer loyalty and loyalty, which has not been reflected in the results obtained. to date, suggesting gaps in administrative and operational directives or possibly not generating the correct feedback between the areas of each process.
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    Diagnóstico de la prestación del servicio al cliente en la Clínica Veterinaria El Country : consideraciones para la reestructuración del protocolo de servicio al cliente
    (Universidad EAFIT, 2018) Muñoz Higuera, Luz Karime; Fino Garzón, Diego Mauricio; Uribe de Correa, Beatriz Amparo
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    Documentación del proceso de implementación de un modelo de CRM para evaluar los efectos de la transformación digital en Labzul S. A. S.
    (Universidad EAFIT, 2021) Eguez Espinosa, Patricio José; Correa Correa, Nathalia; Giraldo Hernández, Gina María
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    Están matando la gallina
    (Medellín : El Colombiano, 1983, 1983) Restrepo Santamaría, Margaritainés, 1952-2008
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    Estudio sobre la deserción de clientes de la empresa de telecomunicaciones TIGO en el Área Metropolitana Centro Occidente – AMCO
    (Universidad Eafit, 2020) Vasco García, José Luis; Villegas Gómez, Juliana
    The purpose of this investigation is to determine the causes of desertion of the users of the telecommunications company TIGO in the mobile communication services, with the general objective of establishing the real causes for which the clients cancel their service or stop paying them. . In this way, loyalty and prevention strategies for Churn in the company are determined, assertively profiling unsatisfied customers possible future losses, establishing risk groups for the execution of targeted customer support campaigns. It is also determined that the causes change radically from one stratum to another, in the lower strata the income of clients on a daily basis makes it difficult for them to make recurring payments, for this group it is very important to be able to establish prepaid strategies that allow them to use the services in accordance to the ability to pay, while in the middle strata the tendency is to hunt offers and this, together with the country's legal regulations, facilitates the change of operator without major exit barriers. For the high strata, the quality of the service (coverage, speed in the use of data, means of contact with the company, availability of the service) are the determining factors when changing the telecommunications operator, it is recommended that the TIGO company carry out a segmentation of retention offer according to the needs of each customer segment and validate the effectiveness of this in the retention of possible losses, this as an alternative solution to customers who request the cancellation of the service, however it is necessary to start develop a preventive retention strategy according to the characterization performed. In a subsequent research work, it would be appropriate to determine the incidence of the increase in Wi-Fi networks sponsored by national and local governments.
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    Incremento de ingresos a través de la administración del nivel de servicio ofrecido a los clientes. Un caso de aplicación
    (Universidad EAFIT, 2006) González Vargas, Guillermo Andrés; Universidad Nacional de Colombia
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    Marco metodológico y plan de implementación del proceso de contact center para la empresa Droguerías UNO-A
    (Universidad Eafit, 2020) González Villegas, Julio César; Jaramillo Ramírez, Carlos Miguel; Giraldo Hernández, Gina María; Velásquez Cuartas, John Orlando
    This degree work develops a methodological framework for the implementation of a contact center process at Droguerías UNO-A. Initially, the current diagnosis of the company is carried out in the customer service process and the identification of the needs posed by the current trade of the sector dedicated to the marketing of health and beauty products, and of the consumer consumption trends. Once this information has been referenced through questionnaires, talks and interviews with some leaders of the sector, and has been supported in a frame of reference for the implementation of a contact center process, the methodological framework is developed to solve the problems that arise in organizations when addressing this type of initiatives. With this information, the company is suggested a plan that makes the process of implementing a customer service model based on contact center efficient.
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    Modelo de gestión de servicio al cliente en redes sociales (Facebook – Twitter): caso Bancolombia
    (Universidad EAFIT, 2015) Mejía Monsalve, Santiago; Salinas Rendón, Óscar Felipe; Cuéllar Bermúdez, Ulises Orestes; Vélez Gracián, Santiago
    Las marcas se enfrentan hoy a un mundo globalizado donde todos los usuarios se encuentran altamente conectados, el apogeo de las redes sociales ha permitido que los clientes compartan sus experiencias, opinen y tengan una comunicación de igual a igual con las marcas, se quejen, exijan, feliciten e inclusive den consejos a las compañías que producen productos o servicios -- Una gestión inapropiada de las redes sociales puede llevar una marca al fracaso -- Este ejercicio busca, a partir de la ilustración, evidenciar cómo se hizo el despliegue de un modelo de gestión de servicio al cliente en redes sociales para el grupo Bancolombia, evaluar la situación antes y después de esta implementación y concluir sobre aspectos exitosos que pueden ser tomados como referencia para otras empresas
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    Modelo de identidad para una marca de pintura automotriz dirigida al mercado de talleres de concesionario en negocios B2B
    (Universidad Eafit, 2020) Hernández Montoya, Isabel Cristina; González Echeverri, Juan David; Muñoz Molina, Yaromir
    Over the years, authors and theories around brands have had a clear focus on the consumer-centered B2C segment. Currently it has been found that brands are also quite powerful in direct markets between companies, called “business to business” or B2B, identifying that they generate long-term relationships and greater trust between buyers and commercials of each of the companies, but also have Brand strategies in B2B businesses have managed to generate competitive advantages and greater perceptions of brand value in these markets, also profitable business and valorizated price policies. Based on these theories, it is identified in the sector of automotive repair shops of dealers what are the needs, the benefits assessed and the possible pain of the market, which allow to find the activators that a brand of new paint can use in these types of customers B2B and which become the basis of a brand identity model for a new brand launched in this market segment. Insights, valued benefits and market pains are found through in-depth interviews with managers of the main dealership workshops in the city of Medellín, in which it is found that a brand identity model is relevant if it is based on the service, color development, technical and process support and finally, product availability. In addition to this, a very relevant factor is that the operation and management of the automotive paint area in a workshop must be managed by the supplier, who ensures that improvements and greater profitability in the process are obtained.
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    Plan de mercadeo iAgency
    (Universidad EAFIT, 2023) Santiago Pereira, Ángela Carolina; Henríquez Díaz, Ángela María
    In the revolutionary world of marketing, everyday companies deal with different challenges that require the skills of leaders and teams capable of carrying out actions that mobilize the evolution of the companies, in order to last in time and be competitive in the market in which they are located. This objective requires the rigor of a marketing plan such as the one presented below, in which concepts are developed, an analysis is established and a work structure is built with tools for the formulation, planning, control and evolution of the main objectives, which will represent for the company iAgency the establishment and growth of the business.
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    Planeación de la organización administrativa
    (Universidad EAFIT, 1968) Dickerman, Allen; Universidad EAFIT