Redesigning the Customer Support Process for the Electronic Economy: Insights From Storage Dimensions.

Author List: El Sawy, Omar A.; Bowles, Gene;

MIS Quarterly, 1997, Volume 21, Issue 4, Page 457-483.

This paper provides insights for redesigning IT-enabled customer support processes to meet the demanding requirements of the emerging electronic economy in which fast response, shared knowledge creation, and internetworked technologies are the dynamic enablers of success. The paper describes the implementation of the TechConnect support system at Storage Dimensions, a manufacturer of high-availability computer storage system products. TechConnect is a unique IT infrastructure for problem resolution that includes a customer support knowledge base whose structure is dynamically updated based on adaptive learning through customer interactions. The paper assesses the impacts of TechConnect and its value in creating a learning organization. It then draws insights for redesigning knowledge-creating customer support processes for the business conditions of the electronic economy.

Keywords: business process redesign; Customer support process; information technologies for customer integration; knowledge management.; learning organization

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List of Topics

#212	0.237	business digital strategy value transformation economy technologies paper creation digitization strategies environment focus net-enabled services processes insights challenges key response
#154	0.199	memory support organizations information organizational requirements different complex require development provides resources organization paper transactive depth process outside difficult breadth
#69	0.190	process business reengineering processes bpr redesign paper research suggests provide past improvements manage enable organizations regarding focal cycle creating issues
#288	0.116	customer customers crm relationship study loyalty marketing management profitability service offer retention it-enabled web-based interactions operations sales strategy channels set