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Strategic Information Management, 3rd Edition by Dorothy E Leidner, Robert D. Galliers

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19 Information Technology andCustomer Service

Redesigning the customersupport process for theelectronic economy: insightsfrom storage dimensions

O. A. El Sawy and G. Bowles

This chapter 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 enables of success. The chapter 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 ...

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