KNOWLEDGE MANAGEMENT INITIATIVES FOR CUSTOMER SUPPORT DIVISION IN PT TSI AS AN EDTECH STARTUP

• Main Author: Widyalestari, Mutya
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/53999
• Institution: Institut Teknologi Bandung

SIS is an abbreviation for “School Information System”. It is a Software as a Service (SaaS) that connects parents, students, and teachers, developed by PT Teknologi Solusi Indonesia (TSI) since 2013. As an end-to-end service application in education, SIS has more than 10 modules and 50 features, ranging from simple ones like Messaging, to complex and customizable ones like Student’s Report Card; the modules and features are still counting even when this writing is written. As for the technical team (e.g. programmers), they relatively have no problem to understand all of the products, because obviously, they can “read” the codes. However, for the customer support team who work directly with clients, which have the responsibility to represent the product and provide aftersales service, they found it is challenging to master all of the systems comprehensively; not to mention even harder for newcomers. This issue is resulting in what we called “a gap in the quality of service”, which leads to customer dissatisfaction that at some point can make PT TSI lose the contract. This research will be conducted in two steps. First, it will try to identify the reason why there is “a gap of the quality of service” within the customer support division in PT TSI. Second, using Knowledge Management Approach, it will try to propose the strategy and implementation to resolve the issue, specifically using the House of KM of Jann Framework. The main objective of this research is to close the gap of capabilities and gap of knowledge within the customer support division in PT TSI as an Edtech Startup and how to utilize three enablers which are consist of people, process, and technology inside it