Digital Assistance Systems in Technical Service

Companies, especially SMEs, face the challenge of introducing digital technologies efficiently and as smoothly as possible. Using the introduction of a digital assistance system in technical service as an example, this article shows which challenges and problem areas arise, how they can be overcome and which factors promote a successful introduction process. In the process it is worked out how SMEs with few resources can generate a high degree of participation and acceptance. The basis is a socio-technical understanding that takes a holistic view of the overall system of people, technology and organization in the introduction process of digital technologies.