TeamEnabler: Towards ad hoc mCRM

Abstract

Mobile computing technology has reached a level that makes a seamless integration of communications and data processing in m-Business applications possible. The ”connected economy” challenges organizations to reconsider their business models. The momentum of the changes can be well-studied in the financial sector where globalization, customisation of expertise and its consideration as ”intellectual assets” are taking place all together. This enables new forms of mobile Customer Relationship Management (mCRM) that covers the whole value chain and offers new working modes: formation of geographically dispersed teams of experts for spontaneous feedback and back office work. In this paper, we have approached the problem of supporting mCRM in a business domain requiring dynamic teams of heterogeneous experts. We explain how mCRM can offer ad hoc collaboration spaces to solve complex problems. We consider the concept of the ”Family Office” used in the context of finance as the business model for CRM-support. We propose a CSCW (Computer Supported Collaborative Work) environment called TeamEnabler which is able to form teams and to support team work in the scenario of the ”Family Office”.