Der vorliegende Arbeitsbericht "Integration von CRM-Systemen mit Kollaborations-Systemen am Beispiel von DocHouse/ BRM und IBM Lotus Quickr" ist Ergebnis einer studentischen Projektarbeit. Ziel des Projekts war es Integrationsszenarien zwischen einem CRM-System und einem Kollaborati-onssystem zu erarbeiten und eine prototypische Schnittstelle mit entsprechender Funktion zwischen den Systemen DocHouse/ BRM und IBM Lotus Quickr zu implementieren. Ein besonderer Dank geht in diesem Zusammenhang an Herr Wolfgang Brugger (Geschäftsführer der DocHouse GmbH), der die Idee einer solchen Entwicklung hatte und die FG BAS mit deren Durchführung betraute. Die Erstellung des Konzepts und des Prototyps wurde vom Winter 2010 bis Sommer 2011 von den Studenten Björn Lilge, Ludwig Paulsen, Marco Wolf, Markus Aldenhövel, Martin Surrey und Mike Reuthers im Rahmen ihres Projektpraktikums durchgeführt. Das Projektteam wurde bei der Konzeption und Implementierung inhaltlich und organisatorisch von Dipl.-Wirt.-Inform. Roland Diehl betreut.

This Thesis deals with the state of Customer Relationship Management (CRM) in companies and the opportunities that are offered by these. The motivation for this thesis results from the request to classify the value of CRM. Furthermore, we want to do a research on how far a CRM-System is able to support and improve company processes. In addition, we want to get an overview of possible conditions that are linked with such a system. For the use case the motivation follows from the opportunity to optimize inefficient processes. As a result, this thesis tries to present perspectives which can improve company processes; moreover conduce to a bigger value creation. This thesis covers in detail with customer-related processes of the company Alere and its quality in terms of the prospective implementation of a CRM-System. As there are only a few standard requirements for the processes, it is not possible to make a statement about process quality. These circumstances need a tool that is able to fulfil specified requirements. This gap shall be closed by a CRM-System. If we want to close this gap efficiently we first have to research the actual customer-related processes with the aim to specify the new system requirements. The thesis shall deliver an insight into the topic with the goal to show the advantages of a CRM-System. Additionally, the identification of weak points, based on the use case and the motivation follows. With these data we will optimize the customer-related processes based on the CRM-System functions. Several departments of the company have contact with the customers. Because of this fact the focus lies on documentation, central data storage and loss-free communication between customers and staff and among the staff. The thesis shall deliver different results. First of all, a catalogue of requirements for the customer-related processes which bases on the basics. Furthermore, the modelling of the customer-related processes. In addition a catalogue of the weak points of the customer related processes and after that a specification of requirements for the CRM-System to optimize the customer-related processes. Finally the thesis shall generate the modelling of the optimized customer-related processes. The last result the thesis shall deliver is the discussion and conclusion.