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Most of the CSCW innovations related to mobile technologies are at the research stage and have been launched commercially, as they are developed within labs and lack direct practical relevance. This paper reports the findings of a case study on real-world companies operating in the fine-paper supply chain and places emphasis on the requirements for supporting mobility within specific collaborative settings. A mobile web-based system for managing customer complaints in a collaborative group work environment is described, which we have designed and developed for the fine-paper industrial setting. The benefits - including stronger customer relationships, lower operating costs and better use of human resources - are available to any complex customer care activity that follows activity-centered collaboration and seizes the initiative via a web-based system with mobile access.