Impact of Technology on Organizations

Abstract

This capstone project elucidates the impact of technology on organization operations. This regards customer service provision, help desk and the organization call center. Technology contributes to altering the nature, speed and promptness of customer service delivery, increasing the boundaries of the organization in terms of reaching customers, and helping the organization to adapt to the rapidly changing market conditions, hence retaining its customers. This capstone takes an example of organizational experiences before and after the introduction of advanced technology in customer care services. In the end, this capstone appreciates the importance of technology in an organization’s customer care services, help desk and call center.It paid attention to a comparison between the previous technologies applied in the organization to the current technology with respect to the customer service provision. The feedback of this study relied on the responses to interviews, surveys and observation results from the organization.

Introduction

Problem

It is plausible that the adoption of technological systems in AD police communications has caused reasonable changes in the internal processes regarding the workers’ attitudes, performance levels and customer communication processes. Over years, there has been the need to improve communication services regarding the customer service help desk and the call center in terms of communications. This calls for the technological advancements to liven these relevant internal processes in the AD police force (Khosrowpour, 2006).

Technological requirements for a firm exist in an almost constant fluctuation state, which requires adapting and occasional changes basing on the prevailing business demands and advancements. Customer care services are particularly valuable in terms of quality and promptness. These