Development of information management platform to improve the effectiveness and efficiency of agents performance: a case study approach / Fadhil Maulana, Rangga Waskito Bawono and Yohannes Kurniawan

Maulana, Fadhil and Bawono, Rangga Waskito and Kurniawan, Yohannes (2020) Development of information management platform to improve the effectiveness and efficiency of agents performance: a case study approach / Fadhil Maulana, Rangga Waskito Bawono and Yohannes Kurniawan. Journal of Information and Knowledge Management (JIKM), 10 (2). pp. 86-95. ISSN 2289-5337

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Abstract

The purpose of this research is to develop the features in the information management platform (Sociomile) and how to make it easier for users to respond of tickets (complaints and feedback) from consumers. The data collection for this research used direct interviews with users and modeling used the several diagrams to visualize the features on the Sociomile platform. The results of this research are to add and develop features in the Sociomile platform such as Channel, Chatbot, Broadcast, and Export Key Performance Indicator and Reporting. This new platform will create users easier and efficient using the features on Sociomile platform and it will give the impact on the speed and information accuracy for providing responses to consumers

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Item Type: Article
Creators:
Creators
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Maulana, Fadhil
UNSPECIFIED
Bawono, Rangga Waskito
UNSPECIFIED
Kurniawan, Yohannes
UNSPECIFIED
Subjects: Z Bibliography. Library Science. Information Resources (General) > Library Science. Information Science
Z Bibliography. Library Science. Information Resources (General) > Information organization
Z Bibliography. Library Science. Information Resources (General) > University and college. Academic libraries
Divisions: Universiti Teknologi MARA, Selangor > Puncak Perdana Campus > Faculty of Information Management
Journal or Publication Title: Journal of Information and Knowledge Management (JIKM)
UiTM Journal Collections: UiTM Journal > International Journal of Information and Knowledge Management (JIKM)
ISSN: 2289-5337
Volume: 10
Number: 2
Page Range: pp. 86-95
Item ID: 43871
Uncontrolled Keywords: Information Management, System, Customer Knowledge, Social Media
URI: https://ir.uitm.edu.my/id/eprint/43871

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43871

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