The introduction of a ticketing system in the sales support of WERMA Signaltechnik GmbH + Co. KG: A comparison of internal and outsourced solutions
- After-sales services play a crucial role in companies’ profit. Their importance is expected to increase given the intensifying leveling of product competition and a shift toward a buyer’s market. Ticketing systems are increasingly integrated into these services because of their ability to bundle multiple support channels, enhance the support’s knowledge base, and cut costs. This thesis aims to create a comparative overview of ticketing systems, which evaluates eight selected market alternatives and one tentative in-house solution according to their compliance with the requirements of the focus company. This comparison is made by exploring the literature concerning build-or-buy, software evaluation and selection, and analyzing several guided interviews. The results seek to aid the company in deciding on a ticketing system that meets its requirements, as well as to act as a blueprint for other SMEs. The findings include two recommended alternatives in conjunction with further strategic and decision-making considerations. The study ends with an outlook for academia and businesses.
Author: | Lorenzo Aldinucci |
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Advisor: | Marc Peter Radke |
Document Type: | Master's Thesis |
Language: | English |
Year of Completion: | 2023 |
Granting Institution: | Hochschule Furtwangen |
Date of final exam: | 2023/04/19 |
Release Date: | 2023/04/20 |
Tag: | Build-or-buy; Customer support; Software comparison; Ticketing system |
Degree Program: | IMM - International Management |
Functional area: | Andere/Other |
Licence (German): | ![]() |