Green Tech Solutions, a mid$-$sized renewable energy company, implemented a new customer service portal six months ago. The portal was designed to improve customer satisfaction, reduce call center volume, and streamline the service request process. The business analysis team has been tasked with evaluating the solution to determine its effectiveness and identify any necessary improvements.

Scenario:

You are the lead business analyst assigned to evaluate the customer service portal. Your goal is to assess whether the solution meets the original business objectives and identify any areas for improvement.

Initial Objectives of the Portal:

$$ Reduce call center volume by $30\%$

$$ Increase customer satisfaction ratings by $15\%$

$$ Decrease average service request resolution time by $25\%$

Current Situation:

$$ After six months of operation, the following data has been collected:

$$ Call center volume has decreased by $20\%$

$$ Customer satisfaction ratings have increased by $10\%$

$$ Average service request resolution time has decreased by $15\%$

$$ There has been a $5\%$ increase in customer complaints about portal usability

$3\mathrm{.}1\mathrm{.}1.$ Identify three key stakeholders you would involve in the evaluation process and explain their potential contributions.