In the summer term 2017, six students participated in a project seminar with ERCIS Advisory Board member CLAAS KGaA mbH. From March to September 2017, the students developed a concept for improving the customer service process in case of machinery breakdown. Specifically, they tried to answer the question, how the customer could be involved to speed up the process.

First, grounded in a Design Thinking approach, the students interviewed selected customers across Germany to analyze how the service of CLAAS is currently evaluated. Based on these interviews, a concept consisting of as-is and improved to-be processes as well as a prototype of a customer-self-service app were developed. In a last step, the concept was also tested by means of a survey. On Wednesday, 23^rd of August 2017, the students presented their convincing results at the CLAAS Headquarters in Harsewinkel, Germany, in front of the management of CLAAS and the supervisors from University, supported by Prof. Dr. Herbert Kuchen and Dr. Stefan Schellhammer. The project seminar was a joint effort of the two chairs of Interorganizational systems (Prof. Dr. Stefan Klein) and the chair for practical computer science (Prof. Dr. Herbert Kuchen).

Project team: (Students) Torben Hellmert, Martin Kubicki, Julian Klein, Kevin Gruppe, Patrick Ullmeyer, Christina Steinhoff (Supervisors) Simon Lansmann, Vincent von Hof, Jan Stockhinger (CLAAS) Frederik Rumpf, Kirsten Mauelshagen