Applying robotic process automation to improve customer operations at Vodafone Portugal

Detalhes bibliográficos
Autor(a) principal: Freitas, Catarina Filipa Reis
Data de Publicação: 2022
Tipo de documento: Dissertação
Idioma: eng
Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
Texto Completo: http://hdl.handle.net/10362/133848
Resumo: Project Work presented as the partial requirement for obtaining a Master's degree in Information Management, specialization in Information Systems and Technologies Management
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spelling Applying robotic process automation to improve customer operations at Vodafone PortugalRobotic Process AutomationRPATelecommunicationCustomer ExperienceAfter-SalesProject Work presented as the partial requirement for obtaining a Master's degree in Information Management, specialization in Information Systems and Technologies ManagementThe telecommunications industry is becoming more competitive than ever before but is also a sector with low level of differentiation among operators and, in Portugal, is also a sector with numerous complaints from clients regarding the after-sales services, this makes the customer experience a crucial factor to the organization success. Therefore, is vital to evolve and to find ways to fulfil the customers’ needs in the more efficient and effective way possible. Robotic Process Automation (RPA) provides a fast and easy way to change the approach of companies to after-sales support, by automating processes that have value to the customer, such as, notify customers of problems occurring in their network, or providing follow up to their service order when they request. The main purpose of this project was to use RPA technology to developed automated workflow systems to solve the major inefficiencies in the Customer Operations department and therefore improve the customer experience in Vodafone Portugal. Thus, to fulfil the project objective, five automations were developed in three teams of the department – 16916, 16913 and Field Service – and other three quick-fix automations (as supplementary projects) were developed for other related teams.Santos, Vitor Manuel Pereira Duarte dosRUNFreitas, Catarina Filipa Reis2022-03-03T18:09:13Z2022-01-252022-01-25T00:00:00Zinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/masterThesisapplication/pdfhttp://hdl.handle.net/10362/133848TID:202959775enginfo:eu-repo/semantics/openAccessreponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAP2024-03-11T05:12:27Zoai:run.unl.pt:10362/133848Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-20T03:47:57.282992Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse
dc.title.none.fl_str_mv Applying robotic process automation to improve customer operations at Vodafone Portugal
title Applying robotic process automation to improve customer operations at Vodafone Portugal
spellingShingle Applying robotic process automation to improve customer operations at Vodafone Portugal
Freitas, Catarina Filipa Reis
Robotic Process Automation
RPA
Telecommunication
Customer Experience
After-Sales
title_short Applying robotic process automation to improve customer operations at Vodafone Portugal
title_full Applying robotic process automation to improve customer operations at Vodafone Portugal
title_fullStr Applying robotic process automation to improve customer operations at Vodafone Portugal
title_full_unstemmed Applying robotic process automation to improve customer operations at Vodafone Portugal
title_sort Applying robotic process automation to improve customer operations at Vodafone Portugal
author Freitas, Catarina Filipa Reis
author_facet Freitas, Catarina Filipa Reis
author_role author
dc.contributor.none.fl_str_mv Santos, Vitor Manuel Pereira Duarte dos
RUN
dc.contributor.author.fl_str_mv Freitas, Catarina Filipa Reis
dc.subject.por.fl_str_mv Robotic Process Automation
RPA
Telecommunication
Customer Experience
After-Sales
topic Robotic Process Automation
RPA
Telecommunication
Customer Experience
After-Sales
description Project Work presented as the partial requirement for obtaining a Master's degree in Information Management, specialization in Information Systems and Technologies Management
publishDate 2022
dc.date.none.fl_str_mv 2022-03-03T18:09:13Z
2022-01-25
2022-01-25T00:00:00Z
dc.type.status.fl_str_mv info:eu-repo/semantics/publishedVersion
dc.type.driver.fl_str_mv info:eu-repo/semantics/masterThesis
format masterThesis
status_str publishedVersion
dc.identifier.uri.fl_str_mv http://hdl.handle.net/10362/133848
TID:202959775
url http://hdl.handle.net/10362/133848
identifier_str_mv TID:202959775
dc.language.iso.fl_str_mv eng
language eng
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eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
dc.source.none.fl_str_mv reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
instacron:RCAAP
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repository.mail.fl_str_mv
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