Operational Excellence and Customer-Centric Growth: A Case Study on Queens Link     Technology – Sogod Branch

Jorton Agda Tagud; Alex Cerilla Bacalla; Rolly Sumasino Acaso

doi:10.5455/EJCSI.20250523063413

Abstract
Aim:
This study aims to examine how strategic information technology (IT) consulting contributes to operational excellence and customer-centric growth in small and medium-sized enterprises (SMEs), using Queens Link Technology – Sogod Branch as a case example.

Methods:
A mixed-methods case study approach was employed, combining qualitative and quantitative data. Primary data were collected through structured interviews and surveys involving 50 customers and 20 employees, while secondary data were obtained from company reports and CRM analytics. Statistical analysis was conducted using SPSS to explore correlations and validate findings.

Results:
The study found substantial improvements in both customer satisfaction and operational performance following the integration of Customer Relationship Management (CRM) systems, cloud-based infrastructure, network optimization, and targeted staff training. The Customer Satisfaction Index increased from 72% to 88%, and the Net Promoter Score rose from +15 to +42. Additionally, operational efficiency improved, with a 40% reduction in issue resolution time and a 35% rise in first-contact resolution. Employee satisfaction also increased, driven by training initiatives.

Conclusion:
The results underscore the critical role of aligning IT consulting strategies with business goals in achieving performance improvements and sustainable growth in SMEs. Strategic IT interventions not only optimized operational workflows but also enhanced customer experience and employee engagement, serving as a scalable model for technology-driven transformation in similar enterprise contexts.

Key words: IT consulting, operational excellence, customer-centric growth, CRM systems, SMEs, cloud solutions, data analytics.