Supporting Technical Customer Services with Mobile Devices: Towards an Integrated Information System Architecture
Michael Fellmann M.A., Sebastian Hucke, Rüdiger Breitschwerdt, Oliver Thomas, Nadine Blinn, Michael Schlicker · Journal of the Association for Information Systems · 2011
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.