Analyzing the Benefits of Mobile Enterprise Solutions Using the Example of Dispatching Processes

The major benefit of mobile technology for enterprises is the potential to integrate their field service in the electronic value chain. The most prominent example are dispatching processes of mobile workers where mobile-integrated business processes support the mo-bile workforce as well as the stationary dispatchers, resulting in significant efficiency gains. In this contribution we identify the benefits arising from mobile solutions at the example of dispatching processes. In our exploratory study we examine three indepth case studies and derive a set of hypotheses on the cause-effect relationship of these mobile enterprise solutions. The outcome of the paper is a framework which unites the hypotheses and provides a basis for understanding the organizational impacts of mobile technologies.