Electronic Dynamic Help e-dHelp
Archivos
Fecha
2009-07
Autores
Monge Villalobos, Jorge Arturo
Pan Sanabria, Jonathan Francisco
Título de la revista
ISSN de la revista
Título del volumen
Editor
Universidad Nacional (Costa Rica)
Resumen
El presente proyecto de graduación llamado "Electronic Dynamic Help" por sus siglas e-dHelp, consiste en el desarrollo de un sistema de información en línea que le permite a la empresa Nemesis Software and Systems (NS&S) disponer de la información, dar seguimientos y facilitar la resolución de casos, de manera ordenada, permitiendo extraer información de gran utilidad para la eficiente administración de los recursos, tanto económicos, humanos y de tiempo, para así lograr una oportuna toma de decisiones y un servicio al cliente más ágil según sus necesidades.
La información que se maneja en el sistema busca integrar, en una base de datos de referencia, el conocimiento y la experiencia de los expertos de la empresa, la cual pueda ser consultada de manera rápida y eficiente, tanto por los clientes como por el personal de la empresa, permitiendo observar las principales incidencias, así como las soluciones de estos incidentes, en las aplicaciones desarrolladas por NS&S, liberando la carga del personal de servicio al cliente y soporte técnico, aumentando la eficiencia de la empresa. , mediante una adecuada documentación, manteniendo una condición de respaldo y seguimiento de la atención brindada a los clientes.
This graduation project called "Electronic Dynamic Help" by its acronym e-dHelp, consists of the development of an online information system that allows the company Nemesis Software and Systems (NS&S) to have information, follow up and facilitate the resolution of cases, in an orderly manner, allowing the extraction of very useful information for the efficient administration of resources, both economic, human and time, in order to achieve timely decision-making and a more agile customer service according to their needs . The information handled in the system seeks to integrate, in a reference database, the knowledge and experience of the company's experts, which can be consulted quickly and efficiently, both by customers and staff. of the company, allowing to observe the main incidents, as well as the solutions of these incidents, in the applications developed by NS&S, freeing the burden of the customer service and technical support personnel, increasing the efficiency of the company. , through adequate documentation, maintaining a condition of support and monitoring of the care provided to customers.
This graduation project called "Electronic Dynamic Help" by its acronym e-dHelp, consists of the development of an online information system that allows the company Nemesis Software and Systems (NS&S) to have information, follow up and facilitate the resolution of cases, in an orderly manner, allowing the extraction of very useful information for the efficient administration of resources, both economic, human and time, in order to achieve timely decision-making and a more agile customer service according to their needs . The information handled in the system seeks to integrate, in a reference database, the knowledge and experience of the company's experts, which can be consulted quickly and efficiently, both by customers and staff. of the company, allowing to observe the main incidents, as well as the solutions of these incidents, in the applications developed by NS&S, freeing the burden of the customer service and technical support personnel, increasing the efficiency of the company. , through adequate documentation, maintaining a condition of support and monitoring of the care provided to customers.
Descripción
Monge Villalobos, J. A. y Pan Sanabria, J. F. (2009). Electronic Dynamic Help e-dHelp. [Tesis de Licenciatura]. Universidad Nacional, Heredia, Costa Rica.
Palabras clave
EMPRESAS, SISTEMAS DE INFORMACION, INFORMATION SYSTEMS, SISTEMAS DE INFORMACION PARA LA GESTION, SISTEMAS EXPERTOS, EXPERT SYSTEMS, SERVICIO AL CLIENTE