Supporting Technical Customer Services with Mobile Devices: Towards an Integrated Information System Architecture

Authors

Michael Fellmann, University of Osnabrück Institute of Information Management and Corporate Governance, Chair in Information Management and Information SystemsFollow
Sebastian Hucke, University of Osnabrueck, Institute of Information Management and Corporate GovernanceFollow
Rüdiger Breitschwerdt, University of Osnabrueck, Institute of Information Management and Corporate GovernanceFollow
Oliver Thomas, University of Osnabrück Institute of Information Management and Corporate Governance, Chair in Information Management and Information SystemsFollow
Nadine Blinn, University of HamburgFollow
Michael Schlicker, INTERACTIVE Software Solutions GmbHFollow

Track

Enterprise Systems and Organizational Issues in IS

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 supportingarchitecture incorporating an integration platform to meet the TCS’ demand for information. On the one hand, the developedarchitecture 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 systemclasses to be integrated are presented besides options and technologies for realizing the integration platform. The articlecreates a framework for future discussions on information technology integration to support the TCS.

Recommended Citation

Fellmann, Michael; Hucke, Sebastian; Breitschwerdt, Rüdiger; Thomas, Oliver; Blinn, Nadine; and Schlicker, Michael, "Supporting Technical Customer Services with Mobile Devices: Towards an Integrated Information System Architecture" (2011). AMCIS 2011 Proceedings - All Submissions. 250.
https://aisel.aisnet.org/amcis2011_submissions/250