GIS-based sales support by company knowledge reuse in the telecommunications sector

Abstract

A quick and timely response to a customer request provides an important competitive advantage for a company. Experience reuse as intended by experience management facilitates an acceleration of the process of preparing offers. From a technology-oriented point of view, experience is \"valuable, stored, specific knowledge that was acquired by a problem solving agent in a problem solving situation\" . In the situation of creating an offer in response to a customer request, such valuable knowledge from a company’s experience might include past prices of products or services for a similar customer request. Especially in the telecommunication market such prices are volatile and depend on many impact factors such as the required technology, bandwidth of available lines, or the time period in which the telecommunication service is required. In the run-up for a large sports event, for instance, purchase prices might be significantly higher than after the event when the investment in new infrastructure has provided additional capacities and when there is less demand.