Planeación tecnológica de sistemas y definición de arquitectura para el área de atención al cliente de un club empresarial

Abstract

The degree project aims to perform the architectural and technological design of the customer service area of ​​a Business Club, which optimizes the relationship and customer experience, according to the strategic planning methodology. The proposed model is based on strategic planning, which provides a guideline of projects to be carried out to improve customer service. Two elements were found to work, one at the data level and another at the application level. CRM was selected as an application, as a multichannel service tool that allows managing customer relationships and controlling pre-sale, sales and after-sales cycles. At the data level the project was to give the guidelines for a cross-integration layer in a BI model that allows consolidating the information of the different business areas