Within the project PIPE, a process-oriented information system for mobile internet-based support of technical customer service (TCS) is developed. It structures service information and makes it available to TCS technicians in an process-oriented interactive manner. Central aspect of the project is the service information which is designed, made available, and continuously improved in collaboration with manufacturers, specialized service companies and TCS users. The multitude of services connected with the service information is viewed and treated integrally with the development of the according technical products, thus transforming traditional technical products to modern hybrid products with significant service parts. The potential of the system is illustrated in a real use case in the field of heating, air-conditioning and sanitary engineering (HASE) technology.
Vaillant Deutschland GmbH & Co. KG Fachverband Sanitär-, Heizungs- und Klimatechnik Hessen Universität Hamburg, Lehrstuhl für Wirtschaftsinformatik INTERACTIVE Software Solutions GmbH DIN Deutsches Institut für Normung e.V.