Status : Verified
| Personal Name | Alferos, Jordan L. |
|---|---|
| Resource Title | Transforming aftersales operations through 360 platform integration |
| Date Issued | 12 January 2026 |
| Abstract | This project looks at how Company X's aftersales work changes as more of its service tasks move to one main 360 platform. This change is important because teams used to have to use a lot of different systems to finish simple requests. This change is important because teams used to have to use a lot of different systems to get even the simplest requests done. That made regular work slower and harder to follow or check. When new technologies are paired with clear processes and support, the 360 Platform works best. As more tasks were brought into the 360 platform, however, staff spent less time moving between systems, made fewer manual mistakes, and could see a clearer picture of each customer case. As the rollout progressed, early patterns in aftersales performance suggested gradual changes linked to the consolidation of workflows. Aggregated operational data showed shorter handling times, higher rates of issues resolved during first contact, and clearer service-level tracking as more processes were brought into the 360 platform. These observations are consistent with prior studies noting that reduced system switching and unified case visibility may contribute to steadier customer interactions. The study looks at Company X’s shift from a mix of separate tools to a single aftersales platform and compares this with what other organisations often go through during similar transitions. These day-to-day shifts—such as having fewer systems to check, reflect the practical side of integration work that is often left out. |
| Degree Course | Master of Technology Management |
| Language | English |
| Keyword | Aftersales operations; Digital transformation; Technology–Organization–Environment (TOE) framework; Dynamic capabilities |
| Material Type | Thesis/Dissertation |
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