Design and Implementation of Customer Support Awareness Dashboard

Abstract: Customer relation is an important factor in service minded sectors, and providing a flawless support to compliment that service can be an important factor while having customers. This puts support personnel in a crucial role to handle problems that the customer requests, but also see to it that the problems never happen. Telavox, a telecommunications company, supplies various communication services to other companies and provides this kind of both reactive and proactive support. This makes it of utmost importance to create a customer support environment that can ease this way of working and see to that nothing falls through the cracks. At Telavox today, this work is done in an in-house developed customer relation management system, which is lacking a usable overview of today's agenda. There is an existing page, but it is missing detailed information for every specific user. The purpose of this project is to design and develop a new page that makes the work for the customer service personnel, more efficient and to create a page that enables an efficient work flow for the personnel. This master's thesis covers the development of a new overview page in the company Telavox' own customer relation management system. The thesis goes through the several design phases, and covers aspects from ideas and sketching, low-fidelity and high-fidelity prototypes, to an evolving prototype that is put in production. This thesis resulted in a final product that is in use for the company, and shows the importance of a thorough investigation of the domain and to keep close contact with the end user. Finally, the result is analyzed and tested by the intended users as to get an understanding of what could be improved.