Use of mobile technologies in customer processes

Georg Rockel

Doctoral thesis

Abstract:

The Dissertation deals with the change of the world through information technology and its consequences, among other things how information technology came into being, what technological changes it brought as well as the changes that the net-working of information technology brought. The focus here is on historical events and the resulting emergence of the Internet. The Internet has enabled the emer-gence of new markets and complete changes in business processes, from the out-sourcing of product development to the acceleration of business processes, leading to the emergence of new markets. The German market is discussed here.Digitalization has reached the German real estate market. IT requirements have to be defined and followed. The state, companies and private households must im-plement appropriate requirements and take measures to jointly guarantee data pro-tection and data security to be armed against cybercrime, and thus promote digital-ization. Suitable measures will be examined here. IT facilitates many things but is also an instrument that can be abused and exploited, as it is operated by people. To be able to implement constant and secure overall solutions and concepts, this paper examines individual aspects in more detail and provides appropriate recommenda-tions.A paperless office is not only environmentally friendly but also advantageous in many aspects. The digitalisation of documents and corresponding processes saves time, reduces mistakes and therefore realizes cost savings for companies. This time can be invested in better customer management. Real estate companies work with thousands of rented apartments and as many customers and thus must main-tain and manage a lot of customer–related data. IT has already created manifold remedies with Enterprise–Resource–Planning (ERP) and Customer–Relationship–Management (CRM) systems and models, but there is still plenty of development potential to be exploited by integrating mobile solutions into the IT architecture.The main challenge thereby is not the programming of an app but the seamless integration into customer processes and the creation of customer acceptance and thus value. Therefore, it is to be investigated how mobile applications can better control customer processes and whether such an implementation is profitable. For this purpose, typical work and customer processes of real estate companies must be analyzed, understood and transferred to appropriate mobile solutions. This paper examines the details which need to be considered in such projects.

Abstract:

The Dissertation deals with the change of the world through information technology and its consequences, among other things how information technology came into being, what technological changes it brought as well as the changes that the net-working of information technology brought. The focus here is on historical events and the resulting emergence of the Internet. The Internet has enabled the emer-gence of new markets and complete changes in business processes, from the out-sourcing of product development to the acceleration of business processes, leading to the emergence of new markets. The German market is discussed here.Digitalization has reached the German real estate market. IT requirements have to be defined and followed. The state, companies and private households must im-plement appropriate requirements and take measures to jointly guarantee data pro-tection and data security to be armed against cybercrime, and thus promote digital-ization. Suitable measures will be examined here. IT facilitates many things but is also an instrument that can be abused and exploited, as it is operated by people. To be able to implement constant and secure overall solutions and concepts, this paper examines individual aspects in more detail and provides appropriate recommenda-tions.A paperless office is not only environmentally friendly but also advantageous in many aspects. The digitalisation of documents and corresponding processes saves time, reduces mistakes and therefore realizes cost savings for companies. This time can be invested in better customer management. Real estate companies work with thousands of rented apartments and as many customers and thus must main-tain and manage a lot of customer–related data. IT has already created manifold remedies with Enterprise–Resource–Planning (ERP) and Customer–Relationship–Management (CRM) systems and models, but there is still plenty of development potential to be exploited by integrating mobile solutions into the IT architecture.The main challenge thereby is not the programming of an app but the seamless integration into customer processes and the creation of customer acceptance and thus value. Therefore, it is to be investigated how mobile applications can better control customer processes and whether such an implementation is profitable. For this purpose, typical work and customer processes of real estate companies must be analyzed, understood and transferred to appropriate mobile solutions. This paper examines the details which need to be considered in such projects.

Keywords

Market distribution, mobile internet, outsourcing

Keywords

Market distribution, mobile internet, outsourcing

Language used: English

Date on which the thesis was submitted / produced: 1. 12. 2020

Thesis defence

• Supervisor: doc. Ing. Oldřich Trenz, Ph.D.

Mendel University in Brno

Faculty of Business and Economics

Doctoral programme / field:
Economics and Management / Business Management and Economics