Methodology to increase the profitability of a consulting company by increasing customer satisfaction using Digital Transformation and Lean Service

The level of quality of consumer service impacts the decision to choose and contract a service, because it is related to the level of consumer satisfaction. Therefore, the emphasis is on identifying the factors and elements that ensure an optimal service provision experience for the consumer, who is becoming more demanding every day and requires greater satisfaction by having increasingly personalized product and service offerings. Although digital transformation allows us to improve the efficiency of processes and focus on them, generating value, this methodology together with the lean service methodology constitutes generating progress in the customer service process, improving the level of customer satisfaction and benefiting profitability, thus contributing to their performance and increased competitiveness, allowing companies to satisfactorily face the new consumer trends generated in the post-Covid-19 era. Therefore, this research aims to contribute to the innovation of customer service processes, improving profitability and competitiveness through the use of digital transformation and Lean Service methodologies.