From local IT needs to global process transformation: Hilti's customer service program
Abstract
From local IT needs to global process transformation: Hilti's customer service program - Author: Jan vom Brocke, Theresa Schmiedel, Alexander Simons, Alexander M. Schmid, Martin Petry, Christoph Baeck
Keywords
Customer service; Global Contact Center; Hilti Corporation; IT-enabled transformation; Process transformation
Cite as
vom Brocke, J., Schmiedel, T., Simons, A., Schmid, A., Petry, M., & Baeck, C. (2016). From local IT needs to global process transformation: Hilti's customer service program. Business Process Management Journal, 22(3), 594–613.Details
Publication type
Research article (journal)
Peer reviewed
Yes
Publication status
Published
Year
2016
Journal
Business Process Management Journal
Volume
22
Issue
3
Start page
594
End page
613
ISSN
1463-7154
DOI
Full text