Development of a customer support process tool in SharePoint Online

Sammanfattning: Management thinking has changed focus from bringing in new customers to under- standing the significance of maintaining existing customers and the need to attain loyalty with these customers. This has increased the importance of keeping good customer relationships. One important element to attain good customer relations is through a solid customer support. In this thesis a customer support approach for a software consultancy company has been implemented. The goal was to create a SharePoint Online application that would work as a single point of contact for the customers to improve the issue resolution process. Requirements elicitation was done through five customer interviews to obtain opinions and needs. Moreover, based on the customer requirements a workshop were held with developers from the consultancy firm to design a workflow proto- type. The final result is a customer-centered process that takes reported issues and manages the tickets through the issue life cycle until the issue is resolved. The approaches relies heavily on light-weight feedback in terms of mail notifications, reminders, and automatic assignment of tasks. The new process was developed in SharePoint Online and implemented using SharePoint Designer.