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    SADD Project Group04

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    JEROME CARO IMPERIAL

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    © All Rights Reserved
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    SADD Project Group04

    Uploaded by

    JEROME CARO IMPERIAL
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    8 views10 pages

    SADD Project Group04

    Uploaded by

    JEROME CARO IMPERIAL

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    of 10

    LA VERDAD CHRISTIAN COLLEGE

    MC ARTHUR HIGHWAY SAMPALOC APALIT, PAMPANGA

    SYSTEM ANALYSIS DESIGN AND DEVELOPMENT

    ANALYSIS OF AFTER SALES SERVICE PROCESS


    “Crystal Liquid Waterworks - Apalit Branch”

    SUBMITTED BY:
    Group 4
    Imperial, Jerome C.
    Magistrado, Leo Jay B.
    Pregunta, Maria Ellaine B.
    Trinidad, Kien Marl A.

    Submitted to:
    Mr. Christian Aquino
    (Instructor)

    April 22, 2024


    I. INTRODUCTION

    To truly stand out and succeed, in this competitive business landscape,


    businesses must go above and beyond by delivering exceptional after-sales service.
    After-sales service is a type of customer support service specifically referring to the
    support and services offered by a business to its customers after the point of purchase of
    its product or service. This includes technical support, product installation,
    troubleshooting, maintenance, upgrades, returns or exchanges, onboarding, community
    access, and self-help support.

    Such support services have positive impacts on customer satisfaction, which in


    business refers to a metric describing how well a business’s product or service meets or
    exceeds the customers’ expectations - about the product and its delivery. As a rule of
    thumb, businesses aim for higher customer satisfaction to increase customer retention or
    loyalty, which translates to a more successful business.

    In fact, a research conducted in 2023, as reported by Forbes, revealed that sixty


    percent of consumers have switched brands due to negative customer service
    experience. This goes to show just how important customer service is to a company’s
    success and longevity. Moreover, this demonstrates how critical it is not to overlook
    customer support service in System Design and Development.

    To gain more insights about this topic, our team investigated the customer support
    service offered by Apalit City’s prominent service provider in the realm of water supply
    and distribution: Crystal Liquid Waterworks - Apalit Branch (CWL). This paper serves as
    a comprehensive documentation of our findings, presenting a detailed report of the
    customer support processes employed by Crystal Liquid Waterworks, as well as our
    team’s recommendations for CWL’s considerations in order to improve their customer
    support service. Furthermore, this may serve as a guide to anyone seeking to lodge a
    complaint to the aforementioned organization.
    II. BACKGROUND

    Crystal Liquid Waterworks is a proud member of Balibago Waterworks, one of the


    most experienced and successful private provincial water utilities in the Philippines,
    providing level 3 (piped water) in 16/17 barangays in the Municipality of Apalit.

    Balibago Waterworks System, Inc. (BSWI) is a privately owned company


    established on May 20, 1958, by the Santos family of Porac, led by Mr. Eladio Santos or
    “Apung Adiong” to the old-timers of BSWI. Its primary purpose was to acquire, establish,
    develop, manage, and operate an effective waterworks utility system within its franchise
    area of nine hundred hectares composed of Barangay Balibago in Angeles City and
    Barangay Dau in the town of Mabalacat. Aside from serving its franchise area, BSWI was
    awarded exclusive rights and franchises to serve the Dapdap Resettlement Site together
    with the municipalities of Bamban and Capas, all in Tarlac.

    Furthermore, BSWI has been granted franchises to operate and manage


    waterworks systems in the municipalities of Guiguinto, Balagtas, Panginay and Malis in
    Bulacan, Sto. Tomas, Magalang, Minalin, Porac San Simon, Arayat, Sta. Rita, Apalit, Sta.
    Ana and San Luis Pampanga. This brings the number of water utilities under the umbrella
    of the company to thirty-eight. Balibago Waterworks System, Inc. is a proud member of:
    AquaFed. The International Federation of Private Water Operators.

    Our team chose Crystal Liquid Waterworks for this research as one of our team
    members is currently availing its service and has some complaints regarding the quality
    of the water coming out of the faucets.
    III. PROCEDURES

    In filing a complaint to Crystal Liquid Waterworks (CLW), clients can reach out to
    its Facebook page or via text message to the contact number which they provided in the
    water bill print.
    For this research, our team opted to contact and file a complaint through the
    Facebook page which is a more convenient and a more modern way of contacting a
    service provider. Provided below is a step-by-step process on how one can lodge a
    complaint through the said platform.

    Step 1: Go to Facebook.com and login with your credentials.


    Step 2: Once logged in, locate the Facebook’s search bar, type “Crystal Liquid
    Waterworks - Apalit Branch.”

    Step 3: Click the page that has the same logo as shown below.
    Step 4: Click on Crystal Liquid Waterworks - Apalit Branch. This should redirect
    you to CLW’s page.

    Step 5: On the page that will appear, click the “Message” button.
    Step 6: Type your concerns in the dialog box or message box that pops up upon
    accomplishing Step 5. They will then inquire about information like account
    name, phone number and address to streamline the process of helping you.

    We created a Tango Tutorial to guide you through the complaint

    process, live! Just follow the link and click “Guide Me.”

    https://bit.ly/CLWComplaintLodgingGuide
    IV. RECOMMENDATIONS

    As established earlier, customer satisfaction is a key factor in a business


    success. Our team noticed that the procedures one has to undertake just to contact
    CLW are unnecessarily long. Our recommendation regarding this is that instead of
    relying on a third-party company like Facebook, CLW could build its own simple
    website. With an intuitive interface and elements such as a direct complaint button,
    lodging a complaint could be trimmed down to a three-step process: click “complain”,
    type and send.

    Moreover, the time it takes them to respond needs some improvements too. This
    can be addressed through our first recommendation. But a further solution could involve
    hiring enough personnels to be able to provide a 24-hour customer support service.

    Finally, the quality of the support staff’s response itself would not pass the
    standards of an excellent customer support service. Asking directly, the information of
    the complainant is a bit rude and can be improved by training the staff to empathize with
    the complainant first. Also, just saying that they are going to solve the problem without
    actually entailing when and how they plan to do so, is a no-no in our opinion. With that,
    we suggest for them to really conduct a training or seminar on how to effectively
    communicate with a complainant.

    Outside their customer service, we would also like to provide some suggestions
    for potential improvements that are directed to the improvement of Crystal Liquid
    Waterworks’ service. Firstly, they should invest in infrastructure upgrades, such as
    improving piping systems or upgrading storage facilities, to minimize the risk of sand
    contamination during transit and storage. Secondly, they should institute a more
    rigorous maintenance schedule to ensure existing filtration systems are functioning
    optimally and are regularly inspected for any signs of wear or inefficiency. Lastly, they
    should increase the frequency of water quality testing to promptly identify any spikes in
    sand content and take corrective action as needed.
    V. SUMMARY

    Our team evaluated the customer support service process of Crystal Liquid
    Waterworks - Apalit Branch by lodging a simple complaint through their Facebook page.
    We then conducted an in-depth analysis of the said service where we were able to
    pinpoint some areas of improvement regarding their customer service and their service
    in general.

    Through this investigative journey, we did not just learn how to complain to CWL
    but more importantly we gained first-hand experience that cemented our understanding
    of the crucial role of customer support service in an organization’s success.
    Consequently, this widens our appreciation of Systems Design and Development
    because we realized our learnings here, would be vital in creating systems with effective
    customer service.

    Finally, we would like to point out our satisfaction with our team members. We have
    proven, once again, that with constant communication and teamwork, a seemingly
    complex task could be achieve effortlessly, with God’s help.
    VI. REFERENCES

    Bitly | Links. (n.d.). https://app.bitly.com/Bo4meimpuuf/links/bit.ly/3Q9SZg3/details

    Crystal Liquid Waterworks-Apalit Branch | Apalit. (n.d.). Facebook.

    https://www.facebook.com/people/Crystal-Liquid-Waterworks-Apalit-

    Branch/100069100546055/

    History | Balibago Waterworks. (n.d.). Balibago Waterworks.

    https://www.balibagowaterworks.com/company-history

    Indeed Editorial Team. (2022a, October 1). Importance Of After-Sales Service (And

    Ways To Offer It). Indeed Career Guide. https://in.indeed.com/career-

    advice/career-development/after-sales-service

    Indeed Editorial Team. (2022b, October 1). Importance Of After-Sales Service (And

    Ways To Offer It). Indeed Career Guide. https://in.indeed.com/career-

    advice/career-development/after-sales-service

    Morgan, B. (2023, September 12). 100 Customer Experience Stats For 2023. Forbes.

    https://www.forbes.com/sites/blakemorgan/2023/06/26/100-customer-

    experience-stats-for-2023/?sh=2f73ac6e7e6e

    Rohn, S. (2024, April 4). What Is After-Sales Service? +Benefits, Examples, Metrics.

    The Whatfix Blog | Drive Digital Adoption. https://whatfix.com/blog/after-sales-

    service/

    Zendesk. (2024a, March 21). What is customer satisfaction? Definition + importance.

    https://www.zendesk.com/blog/3-steps-achieving-customer-satisfaction-loyalty/

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