Manual guía de la plataforma Qualtrics en Cencosud Colombia S.A para el área de CRM

Abstract

The following report shows that during the last six months of my professional career as an international negotiator, I had the opportunity to perform my internship at Cencosud Colombia S.A. in the CRM and Analytics area, where many processes focused on customer experience were still performed manually, which generated a delay at the time of delivering the relevant reports.

Therefore, the company decided to go a step further with the acquisition of a platform that simplifies sophisticated research, allows users to capture information and optimizes research on customer experiences under the name of "Qualtrics".

Because of this, the need was generated to implement a manual which can instruct anyone who wants to use this platform, through a written step by step guide of all processes and configurations to be performed for the proper management of the platform; thus reducing time and automating most of the functions that were performed in the delivery of final reports that evaluates the customer experience indicators, with which essential decisions are made for the area and each of the stores in all formats Jumbo, Metro, Easy and Spid both face to face, as well as in the E-commerce.