Supporting technical customer services with mobile devices: Towards an integrated information system architecture

Autor(en): Fellmann, M.
Hucke, S.
Breitschwerdt, R.
Thomas, O. 
Blinn, N.
Schlicker, M.
Stichwörter: Architecture; Customer services; Information integration; Information need; Information systems; Integrated information system; Integration platform; Mobile devices; Sales, Integration; Service process; Specialized systems, Architecture; Technical customer service
Erscheinungsdatum: 2011
Enthalten in: 17th Americas Conference on Information Systems 2011, AMCIS 2011
Band: 3
Startseite: 2237
Seitenende: 2244
Zusammenfassung: 
Due to increasing complexity of machines and plants, information tailored to the needs of Technical Customer Services (TCS) is a prerequisite for the execution of efficient service processes. This paper describes the conception of a supporting architecture incorporating an integration platform to meet the TCS' demand for information. On the one hand, the developed architecture directs the integration of data from different specialized systems to cover the aforementioned information needs. On the other hand, it enables the feedback of the TCS to other corporate departments which is often neglected. The system classes to be integrated are presented besides options and technologies for realizing the integration platform. The article creates a framework for future discussions on information technology integration to support the TCS.
Beschreibung: 
Conference of 17th Americas Conference on Information Systems 2011, AMCIS 2011 ; Conference Date: 4 August 2011 Through 8 August 2011; Conference Code:92985
ISBN: 9781618390981
Externe URL: https://www.scopus.com/inward/record.uri?eid=2-s2.0-84870165750&partnerID=40&md5=4f46d246d661eaa506a501c36a836f8e

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