Crafting a Next-Generation CRM for Electricity and Gas Service Providers

This thesis describes the creation of an innovative CRM ticketing system for Geko S.p.A. to transform its customer service and acquisition procedures completely. This system’s primary goal is to improve customer support by significantly lowering response times and raising customer satisfaction levels. The system’s features, which include direct customer communication, priority management, ticket production and allocation, and extensive performance metrics monitoring, are carefully designed to work smoothly with the business’s current infrastructure. An essential component of this project is compliance with TIQV (Information Technology and Service Quality) standards and ARERA laws, which guarantee that all activities comply with legal mandates and data protection procedures. It is important to note that compliance with TIQV standards and ARERA laws is a critical aspect of the CRM ticketing system’s development for Geko S.p.A. These guidelines guarantee that all activities comply with legal mandates and data protection procedures. The Angular framework was chosen for the system’s development based on its effectiveness in creating dynamic and user-focused online applications. While upholding strict data security guidelines, this method offers an engaging and responsive user experience. The modular architecture of Angular’s scalable and well-organized system enables seamless future integration and growth. This thesis addresses the technical aspects of the ticketing system and its strategic implications for enhancing consumer engagement at the company. In addition to addressing the design and development of the ticketing system, this thesis thoroughly describes the system’s functioning and operational procedures. It includes a thorough examination of the functions and processes essential to the program, offering consumers a clear idea of how each part affects the customer care process as a whole. This study devotes much detail to the thorough testing and debugging approaches used. The detailed examination of the system’s design, development, functioning, and operational procedures, along with the real-world testing approach, makes this thesis an essential resource for anyone interested in improving customer engagement and satisfaction in the energy and gas supply industry.