Análisis de la actividad de soporte técnico de la empresa de aplicaciones informáticas Desoft
Fecha
2019-06-24
Autores
Gutiérrez Martínez, Julio Oscar
Cespón Castro, Roberto
Peña Valdes, Niriam
Alonso Brizuela, Carmen
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Resumen
El proceso de postventa en las empresas de servicios es hoy en día una actividad clave desde el punto de vista del éxito de la organización. El fidelizar y captar clientes puede hacer la diferencia en la actualidad entre empresas que se desempeñan en un ambiente altamente competitivo, donde el servicio al cliente y sus componentes tiene más valor en muchos casos que la propia venta. Las empresas de desarrollo de software como Desoft comercializan servicios de software, la actividad de soporte técnico es muy importante, permite garantizar además de ingresos estables, el retener clientes y poder brindarle nuevos servicios, manteniendo un nivel de prestigio proporcional a la calidad del soporte técnico. Es una necesidad para este tipo de empresas poder evaluar el soporte, a partir de diferentes enfoques, en la presente investigación se propone una herramienta metodológica que permite analizar y mejorar la actividad de soporte técnico perteneciente al proceso de postventa en las empresas de desarrollo de software, utilizando técnicas de toma de decisiones basadas en múltiples criterios permiten caracterizar desde varios puntos de vista, a partir de un equipo de expertos competentes la actividad de soporte. Como aporte novedoso de la investigación se define el Indicador de Servicios Técnicos de Postventa ISTP, compuestos de varios criterios ponderados con el método de Saaty (AHP) como herramienta de toma de decisiones más usada según la revisión de la literatura. Este indicador integral permite conocer el estado actual y el futuro deseada a partir de un grupo de criterios cualitativos.
The after-sales process in the service companies is nowadays a key activity from the point of view of the success of the organization. Loyalty and attracting customers can make a difference today between companies that perform in a highly competitive environment, where customer service and its components have more value in many cases than the sale itself. Software development companies such as Desoft sellsoftware services, technical support activity is very important, it also guarantees stable income, retain customers and provide new services, maintaining a level of prestige proportional to the quality of technical support. It is a necessity for this type of companies tobe able to evaluate the support, from different approaches, in this research a methodological tool is proposed that allows analyzing and improving the technical support activity pertaining to the after-sales process in the software development companies, using decision-making techniques based on multiple criteria allow the support activity to be characterized from various points of view, starting from a team of competent experts. As a novel contribution of the research, the ISTP Aftersales Technical Services Indicator is defined, composed of several criteria weighted with the Saaty method (AHP) as the most used decision making tool according o the literature review. This integral indicator allows knowing the current state and the desired future from a group of qualitative criteria.
The after-sales process in the service companies is nowadays a key activity from the point of view of the success of the organization. Loyalty and attracting customers can make a difference today between companies that perform in a highly competitive environment, where customer service and its components have more value in many cases than the sale itself. Software development companies such as Desoft sellsoftware services, technical support activity is very important, it also guarantees stable income, retain customers and provide new services, maintaining a level of prestige proportional to the quality of technical support. It is a necessity for this type of companies tobe able to evaluate the support, from different approaches, in this research a methodological tool is proposed that allows analyzing and improving the technical support activity pertaining to the after-sales process in the software development companies, using decision-making techniques based on multiple criteria allow the support activity to be characterized from various points of view, starting from a team of competent experts. As a novel contribution of the research, the ISTP Aftersales Technical Services Indicator is defined, composed of several criteria weighted with the Saaty method (AHP) as the most used decision making tool according o the literature review. This integral indicator allows knowing the current state and the desired future from a group of qualitative criteria.
Descripción
Palabras clave
Postventa, Indicador, Servicios, Cliente
Citación
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