Customer relationship management (CRM): SMS technology for auto dispatching in data restoration tracking system / Mohd Najmuddin Mohd Hassan

Customer Relationship Management (CRM) is the connection between customer satisfaction and future success in business. CRM is becoming critical to organizations worldwide as global competition increases and technological innovations in communication continue to emerge. Primacare is a call center in...

Full description

Saved in:

Bibliographic Details
Main Author:	Mohd Hassan, Mohd Najmuddin
Format:	Thesis
Language:	English
Published:	2004
Subjects:	Customer services Customer relations
Online Access:	https://ir.uitm.edu.my/id/eprint/66019/1/66019.pdf
Tags:	Add Tag No Tags, Be the first to tag this record!

id	my-uitm-ir.66019
record_format	uketd_dc
spelling	my-uitm-ir.660192022-09-26T04:18:54Z Customer relationship management (CRM): SMS technology for auto dispatching in data restoration tracking system / Mohd Najmuddin Mohd Hassan 2004 Mohd Hassan, Mohd Najmuddin Customer services. Customer relations Electronic mail systems. General works. Text messages (Cell phone systems) Customer Relationship Management (CRM) is the connection between customer satisfaction and future success in business. CRM is becoming critical to organizations worldwide as global competition increases and technological innovations in communication continue to emerge. Primacare is a call center in Telekom Malaysia that manages the fault restoration of data services for priority corporate customers. These data services are also known as Private Leased Circuits (PLC). Currently there are about 17,000 PLC lines provisions in the Telekom Malaysia's Network. Primacare handles approximately 25% (4,000) of the total fault restorations monthly. Shorter restoration time is ideal in achieving high customer satisfaction. Long interruptions to these services may cause diminution in revenue to the customer. The purpose of this study is to assess and improve the quality of data fault handling to achieve higher standards of customer satisfaction. The approach is to make use of the current advanced technology in integrating tracking visibility to Primacare centre. The project embarks in Short Messaging System (SMS) technology as a solution in providing an efficient and cost effective application. The main problem or challenges that are foreseen in this study is the technique of interfacing with existing databases and systems and providing tools for the field force and supervisors to interact with the systems. 2004 Thesis https://ir.uitm.edu.my/id/eprint/66019/ https://ir.uitm.edu.my/id/eprint/66019/1/66019.pdf text en public masters Universiti Teknologi MARA (UiTM) Faculty of Computer and Mathematical Science Samat, Isa
institution	Universiti Teknologi MARA
collection	UiTM Institutional Repository
language	English
advisor	Samat, Isa
topic	Customer services Customer relations Customer services Customer relations
spellingShingle	Customer services Customer relations Customer services Customer relations Mohd Hassan, Mohd Najmuddin Customer relationship management (CRM): SMS technology for auto dispatching in data restoration tracking system / Mohd Najmuddin Mohd Hassan
description	Customer Relationship Management (CRM) is the connection between customer satisfaction and future success in business. CRM is becoming critical to organizations worldwide as global competition increases and technological innovations in communication continue to emerge. Primacare is a call center in Telekom Malaysia that manages the fault restoration of data services for priority corporate customers. These data services are also known as Private Leased Circuits (PLC). Currently there are about 17,000 PLC lines provisions in the Telekom Malaysia's Network. Primacare handles approximately 25% (4,000) of the total fault restorations monthly. Shorter restoration time is ideal in achieving high customer satisfaction. Long interruptions to these services may cause diminution in revenue to the customer. The purpose of this study is to assess and improve the quality of data fault handling to achieve higher standards of customer satisfaction. The approach is to make use of the current advanced technology in integrating tracking visibility to Primacare centre. The project embarks in Short Messaging System (SMS) technology as a solution in providing an efficient and cost effective application. The main problem or challenges that are foreseen in this study is the technique of interfacing with existing databases and systems and providing tools for the field force and supervisors to interact with the systems.
format	Thesis
qualification_level	Master's degree
author	Mohd Hassan, Mohd Najmuddin
author_facet	Mohd Hassan, Mohd Najmuddin
author_sort	Mohd Hassan, Mohd Najmuddin
title	Customer relationship management (CRM): SMS technology for auto dispatching in data restoration tracking system / Mohd Najmuddin Mohd Hassan
title_short	Customer relationship management (CRM): SMS technology for auto dispatching in data restoration tracking system / Mohd Najmuddin Mohd Hassan
title_full	Customer relationship management (CRM): SMS technology for auto dispatching in data restoration tracking system / Mohd Najmuddin Mohd Hassan
title_fullStr	Customer relationship management (CRM): SMS technology for auto dispatching in data restoration tracking system / Mohd Najmuddin Mohd Hassan
title_full_unstemmed	Customer relationship management (CRM): SMS technology for auto dispatching in data restoration tracking system / Mohd Najmuddin Mohd Hassan
title_sort	customer relationship management (crm): sms technology for auto dispatching in data restoration tracking system / mohd najmuddin mohd hassan
granting_institution	Universiti Teknologi MARA (UiTM)
granting_department	Faculty of Computer and Mathematical Science
publishDate	2004
url	https://ir.uitm.edu.my/id/eprint/66019/1/66019.pdf
_version_	1783735595280891904

Customer relationship management (CRM): SMS technology for auto dispatching in data restoration tracking system / Mohd Najmuddin Mohd Hassan

Similar Items