DIN SPEC 91294:2014-03

For many companies the technical customer service represents a value-adding resource. Those expertise has got an essential impact on customer loyalty. The application of intelligent mobile assistance systems in the field of technical customer services enables professional support of service technicians by providing them timely with accurate and case-related contextual information. The description of use cases to support service technicians with mobile assistance systems essentially encompasses mobile devices and the required data as well as approaches to measure increases of productivity. Therefore the standard will provide an overview and orientation fostering a target-oriented configuration and effective application of such assistance systems