Auflistung nach Autor:in "Wong, Kit"
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- PublikationAutomated Quality Index for Knowledge Management(Hochschule für Wirtschaft FHNW, 2020) Wong, Kit; Dreiling, Anke; Endress+Hauser Process Solution AG, ReinachEndress+Hauser after-sales service works with a CRM system, where a large amount of knowledge articles are available to resolve customer enquiries. In order to ensure that high quality standards are met, knowledge articles are periodically reviewed and evaluated by KCS Coaches based on the Article Quality Index (AQI), as proposed by the KCS guidelines. However, in the current situation, only excepts of all produced knowledge articles are looked at in a randomized fashion, since this is a labour intensive task and no partially automated tool is available.11 - Studentische Arbeit
- PublikationInstant Messaging Interface(Hochschule für Wirtschaft FHNW, 2020) Marugg, Joel; Wong, Kit; Birahjakli, M Hashem; Triebold, Timothy; Schaaf, Marc; Schwaferts, Dino; ec4u Expert Consulting (Schweiz) AG, Schindellegiec4u is a consulting company focusing in the area of CRM and digitization along the customer journey. ec4u is, amongst other things, providing services to its clients in the process of migrating from their old CRM systems to Salesforce. Their objective is to be able to send instant messages to customers from the Salesforce platform stack in the future. ec4u's client is considering to integrate IM Apps into Salesforce in order to use it as an additional communication channel to their customers. ec4u passed this task on to our project team in the context of the practical project.11 - Studentische Arbeit