Information Technology and Customer Service Redesigning the customer support process for the electronic economy: insights from storage dimensions
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 updated based on adaptive learning through customer interactions. The chapter 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.