Publikationer från Malmö universitet
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Customer Support In The Era of Continuous Deployment: A Software-Intensive Embedded Systems Case Study
Ericsson AB, Stockholm, Sweden..
Chalmers Univ Technol, Gothenburg, Sweden..
Chalmers Univ Technol, Gothenburg, Sweden..
Malmö universitet, Fakulteten för teknik och samhälle (TS), Institutionen för datavetenskap och medieteknik (DVMT).ORCID-id: 0000-0002-7700-1816
2022 (Engelska)Ingår i: 2022 IEEE 46TH ANNUAL COMPUTERS, SOFTWARE, AND APPLICATIONS CONFERENCE (COMPSAC 2022) / [ed] Leong, HV Sarvestani, SS Teranishi, Y Cuzzocrea, A Kashiwazaki, H Towey, D Yang, JJ Shahriar, H, Institute of Electrical and Electronics Engineers (IEEE), 2022, s. 914-923Konferensbidrag, Publicerat paper (Refereegranskat)
Abstract [en]

Supporting customers after they acquire the product is essential for companies producing and selling software-intensive embedded systems products. Generally, customer support is the first interaction point between the product users and the product vendor. Customer support is often engaged with answering customers' questions, troubleshooting, fault identification, and fixing product faults. While continuous deployment advocates for closer cooperation between the ones operating the software and the ones developing it, the means of such collaboration in general and the role of customer support, in particular, has not been addressed in the context of software-intensive embedded systems. Therefore, to better understand the impact that continuous deployment has on customer support and the role customer support should play in this context, we conducted a case study at a multinational company developing and selling telecommunications networks infrastructure. We focused on the 4th and 5th Generation (4G and 5G) Radio Access Networks (RAN) products, which can be considered a high volume product as they cover more than 80% of the world's population. Our study reveals that customer support needs to transition from a transaction-based and passive function triggered by customer support requests, to take an active role characterized by being proactive and preemptive to cope with the shorter operational time of a software version introduced by continuous deployment. In addition, customer support plays an essential role in making the feedback actionable by aggregating and consolidating feedback data to the R&D organization.

Ort, förlag, år, upplaga, sidor
Institute of Electrical and Electronics Engineers (IEEE), 2022. s. 914-923
Nyckelord [en]
Software-intensive embedded system, Continuous Deployment, Customer Support
Nationell ämneskategori
Datavetenskap (datalogi) Programvaruteknik
Identifikatorer
URN: urn:nbn:se:mau:diva-55403DOI: 10.1109/COMPSAC54236.2022.00143ISI: 000855983300135Scopus ID: 2-s2.0-85136979023ISBN: 978-1-6654-8810-5 (digital)OAI: oai:DiVA.org:mau-55403DiVA, id: diva2:1704187
Konferens
46th Annual IEEE-Computer-Society International Computers, Software, and Applications Conference (COMPSAC) - Computers, Software, and Applications in an Uncertain World, JUN 27-JUL 01, 2022, Virtual event
Tillgänglig från: 2022-10-17 Skapad: 2022-10-17 Senast uppdaterad: 2024-02-05Bibliografiskt granskad

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Olsson, Helena Holmström

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Institutionen för datavetenskap och medieteknik (DVMT)
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Totalt: 52 träffar
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