Customer Service process IT-enabled support Fit or misfit? -A real world case

In English This paper is a description of a real world case which focuses on a method to define the major gaps between functional requirements and existing support in a traditional ERP system. To identify and define the major gaps the method is using short interviews, existing documentation and graphic process diagrams. The report covers the process Customer Contact – Order Acknowledgement for a global chemicals manufacturer, Perstorp. The group in focus for this study is Customer Service. The results of this case were presented to Perstorp’s Customer Service as well as IT management as background material to assess improvement possibilities for both processes, IT support and for a new ERP strategy. Many other businesses are in similar situations. The aim in publishing this research paper is that these findings can be of practical use to other businesses as well as be an empirical foundation for other papers and possibly further research.