Desenvolvimento de sistema de gestão do atendimento ao cliente para solicitação de serviços: Centro de Informática da Universidade Eduardo Mondlane (CIUEM)

Abstract

Technology advances in the last three decades have brought significant improvements to society in all sectors, making technologies essential for human beings. Technologies allow tasks to be performed faster and more accurately. In the specific case of CIUEM, technological advances will enable the migration from the traditional customer service model, based on physical forms, to a modern model based on management systems. This change will improve the efficiency and quality of customer service. CIUEM uses a traditional customer service model, which is based on forms and manual processes. This can lead to efficiency and quality problems, as forms can be difficult to fill out and processes can be slow and bureaucratic. Implementing a customer service management system will allow CIUEM to provide more efficient and quality service to its customers, regardless of location or time. In addition, migrating to modern customer service can help CIUEM stand out from the competition, attract new customers, and retain existing customers. Modern customer service offers several advantages, such as agility, convenience, and quality. In addition, it can be offered through a variety of digital channels, such as telephone, email, online chat, and social media. This allows customers to request services from anywhere and at any time. The migration of the traditional bureaucratic customer service process to the modern one, using a system developed in the laravel framework, is a correct measure that aims to provide greater efficiency and flexibility to customer service. The constraints mentioned above of the traditional system are, among others, slowness, complexity, and inflexibility. The traditional system is based on manual processes, which makes customer service slow. Finally, the system is inflexible, which makes it difficult to adapt to customer needs. Migrating to modern customer service can bring the following benefits to CIUEM: Improved customer satisfaction; Increased efficiency; Growth opportunities. Based on these considerations, migrating to modern customer service is an opportunity for CIUEM to improve the customer experience and become more competitive in the market. To achieve this goal, qualitative research methodology was chosen, as it allows for a deeper understanding of the problem, identifying the factors that influence it and the needs of customers. Applied research was chosen for the continuation of the preparation of this work, as it meets what is required. The following research was carried out: Bibliographic research; Document research; Case study. The research results were used for the development of the customer service management system.