Optimización del proceso de atención al cliente mediante Celonis: un enfoque metodológico para mejorar la eficiencia operativa y la satisfacción del cliente en la gestión de proyectos bajo el marco de trabajo de Scrum, aplicado en la Secretaría de Planeación y Obras Públicas de Pesca en Boyacá

Abstract

This thesis, developed within the framework of the Master's in Project Management at Santo Tomás University, optimizes the customer service process at the Secretariat of Planning and Public Works of Fisheries, Boyacá, by integrating the Celonis process mining tool and the agile Scrum framework. The research addresses how Celonis and Scrum improve operational efficiency and citizen satisfaction, suggesting that their combination reduces inefficiencies and increases service quality. A mixed approach was used, with interviews with four officials, two-month observations, analysis of 263 PQRs, and a document review. Celonis identified bottlenecks and redundancies, while Scrum structured improvements in three sprints with a cross-functional team. The results show a 30% reduction in response times, elimination of redundant tasks, a 15% increase in citizen satisfaction, and a continuous improvement system. Deliverables include optimized process maps, Celonis dashboards, and a replicable model. The project strengthens local operational capacity, proposes a regionally scalable model, and contributes academic knowledge on public digital transformation. It is recommended to scale Celonis, institutionalize agile cycles, and manage organizational change for sustainability.