Data Mart Design to Improve the Decision-Making Process of the After-Sales Service

Abstract

Companies are currently looking for ways to maintain and get new customers, one of the strategies is to maintain customer loyalty to the brand, product or service, which is known as loyalty; technological advances and social media use facilitate this. The research proposes the development of a Data Mart that allows the extraction of information from different sources, stores only the required information, eliminates those data that hinder the analysis and generates key reports and indicators that provide support to the process of decision-making and to respond quickly and efficiently to customer inquiries, requests or complaints. For the research, the Ralph Kimball methodology was used, due to the focus on the functional after-sales area of ??the company, dividing the life cycle by stages, where each stageswas evaluated and corrected promptly from planning to maintenance and growth of the Data Warehouse. As a result, it was possible to improve the obtaining of useful information for the business area by selecting the critical value data using an OLAP data model.