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

Abstract

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.