Implementing Continuous Customer Care: First-Hand Experiences from an Industrial Setting

Aapo Koski, Kati Kuusinen, Sampo Suonsyrja, Tommi Mikkonen

Publikation: Bidrag til bog/antologi/rapport/konference-proceedingKonferencebidrag i proceedingsForskningpeer review

Resumé

With the traditional on-site installation model of enterprise software, end-user characteristics often remain at least partly unknown to the system providers. While users are typically modeled and their personas described during the development, those models and personas are rarely verified or refined based on operative usage of the system after installation. There are several reasons for this, but often the main reason is that it is simply too hard to obtain reliable and comprehensive information on the system usage from an on-site installation. The software as a service (SaaS) model introduces drastic improvement to the situation, as the service provider can now have direct access to the user data and analyze it, if agreed appropriately with the customer. In this paper, we present experiences regarding a company's transition from a provider of installed software systems to a SaaS provider from the viewpoint of customer care and related activities. The paper is based on observations gained with an industrial system that has recently experienced such transition. The results, although partly preliminary, already show that many of our assumptions on the user behavior may not hold true and substantial effort is required to understand various user needs thoroughly. As the studied company is just starting the journey to create customer care processes for the SaaS era, in addition to the descriptions of the current designs and implementations, some plans for future work are presented. These plans aim to better understand the changing role of softer aspects in software engineering when adopting the SaaS paradigm.

OriginalsprogEngelsk
Titel2016 42th Euromicro Conference on Software Engineering and Advanced Applications (SEAA)
ForlagIEEE
Publikationsdato14. okt. 2016
Sider78-85
Artikelnummer7592781
ISBN (Elektronisk)9781509028191
DOI
StatusUdgivet - 14. okt. 2016
Udgivet eksterntJa
Begivenhed42nd Euromicro Conference on Software Engineering and Advanced Applications, SEAA 2016 - Limassol, Cypern
Varighed: 31. aug. 20162. sep. 2016

Konference

Konference42nd Euromicro Conference on Software Engineering and Advanced Applications, SEAA 2016
LandCypern
ByLimassol
Periode31/08/201602/09/2016
SponsorAustrian Airlines, University of Cyprus

Fingeraftryk

Enterprise software
Software engineering
Industry

Citer dette

Koski, A., Kuusinen, K., Suonsyrja, S., & Mikkonen, T. (2016). Implementing Continuous Customer Care: First-Hand Experiences from an Industrial Setting. I 2016 42th Euromicro Conference on Software Engineering and Advanced Applications (SEAA) (s. 78-85). [7592781] IEEE. https://doi.org/10.1109/SEAA.2016.31
Koski, Aapo ; Kuusinen, Kati ; Suonsyrja, Sampo ; Mikkonen, Tommi. / Implementing Continuous Customer Care : First-Hand Experiences from an Industrial Setting. 2016 42th Euromicro Conference on Software Engineering and Advanced Applications (SEAA). IEEE, 2016. s. 78-85
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abstract = "With the traditional on-site installation model of enterprise software, end-user characteristics often remain at least partly unknown to the system providers. While users are typically modeled and their personas described during the development, those models and personas are rarely verified or refined based on operative usage of the system after installation. There are several reasons for this, but often the main reason is that it is simply too hard to obtain reliable and comprehensive information on the system usage from an on-site installation. The software as a service (SaaS) model introduces drastic improvement to the situation, as the service provider can now have direct access to the user data and analyze it, if agreed appropriately with the customer. In this paper, we present experiences regarding a company's transition from a provider of installed software systems to a SaaS provider from the viewpoint of customer care and related activities. The paper is based on observations gained with an industrial system that has recently experienced such transition. The results, although partly preliminary, already show that many of our assumptions on the user behavior may not hold true and substantial effort is required to understand various user needs thoroughly. As the studied company is just starting the journey to create customer care processes for the SaaS era, in addition to the descriptions of the current designs and implementations, some plans for future work are presented. These plans aim to better understand the changing role of softer aspects in software engineering when adopting the SaaS paradigm.",
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Koski, A, Kuusinen, K, Suonsyrja, S & Mikkonen, T 2016, Implementing Continuous Customer Care: First-Hand Experiences from an Industrial Setting. i 2016 42th Euromicro Conference on Software Engineering and Advanced Applications (SEAA)., 7592781, IEEE, s. 78-85, 42nd Euromicro Conference on Software Engineering and Advanced Applications, SEAA 2016, Limassol, Cypern, 31/08/2016. https://doi.org/10.1109/SEAA.2016.31

Implementing Continuous Customer Care : First-Hand Experiences from an Industrial Setting. / Koski, Aapo; Kuusinen, Kati; Suonsyrja, Sampo; Mikkonen, Tommi.

2016 42th Euromicro Conference on Software Engineering and Advanced Applications (SEAA). IEEE, 2016. s. 78-85 7592781.

Publikation: Bidrag til bog/antologi/rapport/konference-proceedingKonferencebidrag i proceedingsForskningpeer review

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AB - With the traditional on-site installation model of enterprise software, end-user characteristics often remain at least partly unknown to the system providers. While users are typically modeled and their personas described during the development, those models and personas are rarely verified or refined based on operative usage of the system after installation. There are several reasons for this, but often the main reason is that it is simply too hard to obtain reliable and comprehensive information on the system usage from an on-site installation. The software as a service (SaaS) model introduces drastic improvement to the situation, as the service provider can now have direct access to the user data and analyze it, if agreed appropriately with the customer. In this paper, we present experiences regarding a company's transition from a provider of installed software systems to a SaaS provider from the viewpoint of customer care and related activities. The paper is based on observations gained with an industrial system that has recently experienced such transition. The results, although partly preliminary, already show that many of our assumptions on the user behavior may not hold true and substantial effort is required to understand various user needs thoroughly. As the studied company is just starting the journey to create customer care processes for the SaaS era, in addition to the descriptions of the current designs and implementations, some plans for future work are presented. These plans aim to better understand the changing role of softer aspects in software engineering when adopting the SaaS paradigm.

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BT - 2016 42th Euromicro Conference on Software Engineering and Advanced Applications (SEAA)

PB - IEEE

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Koski A, Kuusinen K, Suonsyrja S, Mikkonen T. Implementing Continuous Customer Care: First-Hand Experiences from an Industrial Setting. I 2016 42th Euromicro Conference on Software Engineering and Advanced Applications (SEAA). IEEE. 2016. s. 78-85. 7592781 https://doi.org/10.1109/SEAA.2016.31