Case Study: Improving Customer Service Through New Technology

Abstract

Although considerable risks do exist, adopting a new technology can improve the organization's business and lead to an increase in customer satisfaction. This case study describes how one company—Information Handling Services (IHS)—went through the process of evaluating, researching, and eventually adopting electronic beam recorder and optical disk technologies. The resulting system has enabled IHS to offer significant cost savings to its customers and to expand its product line in hopes of further improving its competitive position in the market.

Additional information

Notes on contributors

Del Peterson

Del Peterson is the senior director, information resources, for Information Handling Services in Englewood co. He received a BS degree in business administration from Northern State College in Aberdeen SD and an MBA from Mankato State University, Minnesota. He has 26 years of experience in data processing and is a member of the Society for Information Management.