Posted by: Anton
Having defined the channel(s) through which a business will sell its products, a Business Architecture must also specify how products will be serviced. No organisation can afford to abandon customers after a sale without considering product support and servicing. As with the point-of-sale IT capabilities, servicing has its own set of requirements, e.g. if done through a call centre it will likely require advanced telephony capability such as automated caller identification, interactive voice response (IVR), etc. If servicing is planned at branches, technology will need to be available at those counters, which in turn requires appropriate network capabilities such as a wide area network (WAN). If servicing will be carried out by field workers, there might be a need and strategy for mobile computing so that agents can access sytems from a mobile device.