Improving customer registration and feedback gathering processes in the company LLC NMC "SMITRA"
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В данной выпускной квалификационной работе были проанализированы процессы и инструменты цифровизации, способствующие повышению качества и оптимизации, а также автоматизации процессов обслуживания клиентов. На основе проведенного анализа автором предложено внедрение онлайн-записи на официальный сайт организации, а также внедрение чат-ботов для автоматизации процессов взаимодействия с клиентами и получения обратной связи от них для медицинской компании ООО СМК «Смитра». В работе представлены алгоритм процесса онлайн-записи, а также прототипы предлагаемых чат-ботов, которые учитывают специфику компании и имеющиеся возможности для внедрения. Проведена предварительная оценка улучшений с выявлением параметров, наиболее подверженных изменениям после внедрения предлагаемых систем и предложены способы измерения эффективности работы компании после автоматизации процесса взаимодействия с клиентами. В заключение автором предложены рекомендации по наиболее эффективному использованию информационных технологий.
In this final qualification work were analyzed digitalization processes and tools that contribute to quality improvement and optimization, as well as automation of customer service processes. Based on the analysis, the author proposed the introduction of an online registration on the official website of the organization, as well as the introduction of chatbots to automate the processes of interaction with clients and receive feedback from them for the medical company LLC NMC «SMITRA». The paper presents an algorithm for the online registration process, as well as prototypes of the proposed chatbots, which take into account the specifics of the company and the available opportunities for implementation. A preliminary assessment of the improvements with the identification of the parameters most susceptible to changes after the implementation of the proposed systems was carried out, and methods for measuring the efficiency of the company after the automatization of the process of interaction with customers were proposed. In conclusion, the author offers recommendations for the most effective use of information technology.
In this final qualification work were analyzed digitalization processes and tools that contribute to quality improvement and optimization, as well as automation of customer service processes. Based on the analysis, the author proposed the introduction of an online registration on the official website of the organization, as well as the introduction of chatbots to automate the processes of interaction with clients and receive feedback from them for the medical company LLC NMC «SMITRA». The paper presents an algorithm for the online registration process, as well as prototypes of the proposed chatbots, which take into account the specifics of the company and the available opportunities for implementation. A preliminary assessment of the improvements with the identification of the parameters most susceptible to changes after the implementation of the proposed systems was carried out, and methods for measuring the efficiency of the company after the automatization of the process of interaction with customers were proposed. In conclusion, the author offers recommendations for the most effective use of information technology.