*SIM Paper Competition:* Redesigning the Customer Support Process for the Electronic Economy

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Abstract

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.

Additional Details

Author Omar A. El Sawy and Gene Bowles
Year 1997
Volume 21
Issue 4
Keywords Customer support process, customer service, business process redesign, information technologies for customer itnegration, fast response management, fast learning, knowledge management, learning organization, knowledge creation, knowledge synthesis, knowle
Page Numbers 457-483