Customer service business process improvement through usage of mobile devices

Abstract

The goal of the thesis is to evaluate the theoretical basics of customer service business process improvement using mobile service and to provide some recommendations on improving the current customer service business process. In the thesis the features of customer service, its types, forms and methods are analyzed. The analysis of technical, economic and financial indicators of Sterling Bank Nigeria is executed. Analysis of the customer service system of Sterling Bank Nigeria was performed and a problem map was made. The problems are basically associated with the ill nature of the customer service system of the company especially the poor ways to which the employees communicate with the customers have led to low outcome in services rendered in the business centers of the bank. The development of customer service system for Sterling Bank Nigeria was made by the use of project evaluation. The process on how the bank will be able to use its ideas to produce a good information and communication technology (ICT) incorporated with training will help the customers to solve vast of their problems using the created mobile application. The cost and economic effect related to the recommended improvements are calculated.