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Use of Internet for Advertising, Sales and Customer Support:
• Automated support via website, e-mail, and FAQ databases.
This factor involves changes to the Product Contract Support Function, and its relations with the Individual Product Customer and with the Product Package Support Function.
It is within this function that the core process work steps associated with product contract support are implemented. The core process defines the workflow sequence of steps, but the business function determines scheduling and the types of resource that will be applied to do the work.
With e-business, automated support will be initiated by the customer, using forms on web pages, interactions with company FAQ databases, and automated issuing of a Support Order to the Product Package Support Function when necessary.
This will involve a shift to the use of internet and website resources instead of support people, as well as reengineering of this portion of the core process workflow to take advantage of the new technology.
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