ERCIS Omni-Channel Lab - powered by Arvato

Basic data for this project

Description

Recently the ERCIS Omni-Channel Lab Powered by Arvato was founded at the University of Münster, Germany. The Lab combines research and teaching activities of the European Research Center for Information Systems (ERCIS) and Arvato CRM Solutions in the area of customer relationship management (CRM) and serves as a catalyst for practice-oriented research on innovative solutions and new concepts for omni-channel challenges in three main areas: business process management, (big) data architectures and analytics. The ERCIS network, with its headquarter located in Münster, is a lively international and inter-disciplinary network of universities and individual researchers in the field of Information Systems. The close collaboration with industry in terms of an advisory board ensures both practical relevance of ERCIS research and inspiration of the network with innovative research ideas. Arvato CRM solutions, belonging to Bertelsmann, is a leading global provider of omni-channel CRM solutions. With its tech-enabled omni-channel platform and more than 40.000 skilled customer service representatives in 100+ sites in 20+ countries it operates, manages and transforms strategic customer interactions in multiple verticals as High-tech, Banking, Financial Services, Insurances and Healthcare. It provides an excellent base for practice-oriented research. The lab takes a holistic view on the interplay of customer information, channel management and related processes based on a close collaboration of Prof. Dr. Jörg Becker (Information Systems and Information Management), Prof. Dr. Gottfried Vossen (Databases and Information Systems) and Prof. Dr. Heike Trautmann (Information Systems and Statistics), Karsten Kraume (CSO/CIO Arvato CRM Solutions) and other experts of Arvato CRM solutions. The lab differs from other types of labs (e.g., incubators or accelerators) in that it takes in-depth advantage of an established academic network and exploits its potential for the development of innovative CRM solutions. Current projects investigate the business value of omni-channel CRM as well as the potential of channel-related customer segmentation; they focus on business process modeling, data architectures, advanced analytics and automation.