Change search
ReferencesLink to record
Permanent link

Direct link
Effectiveness of an ERP Vendor's Customer Support E-System
Blekinge Institute of Technology, School of Management.
2010 (English)Independent thesis Advanced level (degree of Master (One Year))Student thesis
Abstract [en]

In today’s business climate many organizations are implementing ERP systems to connect all their processes into one system thereby hoping to benefit off the resulting efficiencies. ERP Vendors are trying to best cater to the needs of their customers, and this extends into the post-implementation period where customers rely on the Vendor to resolve software and technical errors that inevitably occur. This study looks into a factor with-in this area from the ERP Vendor perspective. Customers have to communicate with their ERP Vendor in the post-implementation period to resolve problems, and this study focuses on how this could best happen. This study uses a single case study approach that is centered on an ERP Vendor’s Customer support team. This Vendor has identified a requirement of getting a new and improved customer support e-system. This study will investigate for them, and other ERP Vendors in similar situations, what factors should influence this decision. To find the influential factors for the ERP Vendor’s requirement, the study looks into the available literature concerning ERP and IT support, and then survey’s the customer support team for further data. Part of the survey is based on a pre-existing study regarding the measurement of customer system effectiveness. And then qualitative responses from the support team are also analyzed. This study has brought to light many influential factors for ERP Vendors to take into consideration to have an effective customer support e-system. While all the factors can be taken into consideration in varying degrees, this study concludes that the most important center on and around providing Self Service Support (SSS). And then with-in the e-system, the Vendor must ensure an alignment to their and customer processes, while maintaining clear and logical access to quality information.

Place, publisher, year, edition, pages
2010. , 47 p.
Keyword [en]
ERP, ERP Software, Enterprise Resourse Planning, Software Support, Customer Support Systems
National Category
Business Administration
URN: urn:nbn:se:bth-1156Local ID: diva2:828317
Social and Behavioural Science, Law
Available from: 2015-05-25 Created: 2010-08-30 Last updated: 2015-06-30Bibliographically approved

Open Access in DiVA

fulltext(551 kB)15 downloads
File information
File name FULLTEXT01.pdfFile size 551 kBChecksum SHA-512
Type fulltextMimetype application/pdf

By organisation
School of Management
Business Administration

Search outside of DiVA

GoogleGoogle Scholar
Total: 15 downloads
The number of downloads is the sum of all downloads of full texts. It may include eg previous versions that are now no longer available

Total: 25 hits
ReferencesLink to record
Permanent link

Direct link