Redesigning the Customer Support Process for the Electronic Economy: Insights From Storage Dimensions1

Omar A. El Sawy · Gene Bowles

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Organizational Learning and Leadership Information Technology Governance and Strategy Knowledge Management and Sharing

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.

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References

1991Exploration and Exploitation in Organizational Learning 1995The Knowledge-Creating Company 1998The Knowledge-Creating Company 1993Process innovation: reengineering work through information technology 1977Breaking Free from Product Marketing 1995Service Quality: A Measure of Information Systems Effectiveness 1992Intelligent Enterprise: A Knowledge and Service Based Paradigm for Industry 1996Frontiers of Electronic Commerce

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