Sistema web de auto gestión de planes móviles para suscriptores pospago
Loading...
Date
2025-12-17
Authors
Journal Title
Journal ISSN
Volume Title
Publisher
Centro Universitario Tecnológico CEUTEC
Abstract
El presente resumen ejecutivo describe una investigación realizada en Tegucigalpa, Honduras, cuyo objetivo fue evaluar la viabilidad de un sistema web de autogestión de servicios pospago móviles. El proyecto consideró funcionalidades clave como: gestión y cambio de plan, adquisición de nuevas lineas, registro de dispositivos adicionales, visualización de consumo en tiempo real, pago de facturas, ingreso y seguimiento de reclamos, entre otras. Para recabar información cualitativa y cuantitativa, se aplicó una encuesta a una mucktra representativa de suscriptores pospago de las operadoras Claro y Tigo. Los resultados revelaron una alta disposición de los usuarios a utilizar una plataforma digital que les otorgue autonomia, destacando como prioridades la transparencia en el consumo, la facilidad de pago y la rapidez en la resolución de incidencias. Adicionalmente, se llevaron a cabo entrevistas semiestructuradas con representantes de áreas de atención al cliente, facturación y soporte técnico de Tigo. Estas interacciones permitieron identificar procesos internos susceptibles de automatización, así como requerimientos de integración con sistemas legados, garantizando así una implementación coherente y alineada con las capacidades operativas de la empresa. Con base en los hallazgos, se concluye que un sistema web de autogestión aportaria beneficios tanto para los usuarios (por su conveniencia, accesibilidad y agilidad) como para la compañía, al reducir cargas de trabajo en canales tradicionales y mejorar indicadores de satisfacción.
This executive summary outlines a research project carried out in Tegucigalpa, Honduras, to assess the feasibility of a web-based self-service platform for postpaid mobile subscribers. The proposed system offers a comprehensive suite of functionalities: plan management (viewing. changing, upgrading), new-line acquisition, device registration, real-time usage monitoring. online bill payment, and a claims module for submitting and tracking support tickets. A mixed-methods approach gathered both quantitative and qualitative insights. First, a structured survey was administered to a representative sample of Claro and Tigo postpaid customers. Findings indicated strong user interest in an autonomous digital channel, with top priorities being transparent consumption data, seamless payment flows, and swift incident resolution. Complementing the survey, semi-structured interviews were conducted with key stakeholders at Tigo, in customer care, billing, and technical support. Interviewees identified several manual workflows suitable for automation, highlighted integration requirements with existing legacy systems, and emphasized the importance of robust security and data privacy protocols. Their input confirmed that, beyond customer benefits, the platform could streamline internal processes, reduce call-center volumes, and improve service-level metrics. Based on these insights, the study concludes that a web-based self-service system would deliver significant value to both end users and the operator.
This executive summary outlines a research project carried out in Tegucigalpa, Honduras, to assess the feasibility of a web-based self-service platform for postpaid mobile subscribers. The proposed system offers a comprehensive suite of functionalities: plan management (viewing. changing, upgrading), new-line acquisition, device registration, real-time usage monitoring. online bill payment, and a claims module for submitting and tracking support tickets. A mixed-methods approach gathered both quantitative and qualitative insights. First, a structured survey was administered to a representative sample of Claro and Tigo postpaid customers. Findings indicated strong user interest in an autonomous digital channel, with top priorities being transparent consumption data, seamless payment flows, and swift incident resolution. Complementing the survey, semi-structured interviews were conducted with key stakeholders at Tigo, in customer care, billing, and technical support. Interviewees identified several manual workflows suitable for automation, highlighted integration requirements with existing legacy systems, and emphasized the importance of robust security and data privacy protocols. Their input confirmed that, beyond customer benefits, the platform could streamline internal processes, reduce call-center volumes, and improve service-level metrics. Based on these insights, the study concludes that a web-based self-service system would deliver significant value to both end users and the operator.
Keywords
Autogestión, Encuesta, Entrevista, Viabilidad, Experiencia del Cliente, Servicio Pospago Móvil