REDESIGNING THE CUSTOMER SUPPORT PROCESS FOR THE ELECTRONIC ECONOMY -INSIGHTS FROM STORAGE DIMENSIONS

This paper provides insights for redesigning IT-enabled customer suppo rt processes to meet the demanding requirements of the emerging electr onic economy in which fast response, shared knowledge creation, and in ternetworked technologies are the dynamic enablers of success. The pap er describes the implementation of the TechConnect support system at S torage Dimensions, a manufacturer of high-availability computer storag e system products. TechConnect is a unique IT infrastructure for probl em resolution that includes a customer support knowledge base whose st ructure is dynamically updated based an adaptive learning through cust omer interactions. The paper assesses the impacts of TechConnect and i fs value in creating a learning organization. It then draws insights f or redesigning knowledge-creating customer support processes for the b usiness conditions of the electronic economy.