Enhancing Customer Service Through Modern IT Infrastructure: A Thematic Analysis of Recent Research

Abstract

Outdated information technology (IT) infrastructures are one of the constraints affecting organization to provide responsive and consistent customer service if customer satisfaction is falling. To aid strategic decision-making about infrastructure modernization, this study investigates the contribution of modern IT infrastructure to improvement of customer service performance. A Systematic Literature Review (SLR) was conducted using a multi-stage screening process that initially identified approximately 1,877 records and ultimately retained ten recent peer-reviewed studies (2023–2026) that directly examined the relationship between IT infrastructure capabilities and customer service outcomes. The analysis provides three main infrastructure capabilities associated with the enhanced service performance, including customer relationship management (CRM) systems as the main platform to manage the interaction with customers, artificial intelligence (AI)-powered service automation and analytics, and integrated digital infrastructure facilitating the interoperability and omnichannel interaction. These skills enable companies to automate the interactions involved in the basic services, use customer data to generate insights, and arrange the communication flowing between parts of the service. These results indicate that the enhancement of customer service is highest when the technologies are used in an integrated IT infrastructure as opposed to just single technologies. On the basis of the study, the authors make strategic recommendations for organizations who want to make the service more responsive, data-driven, and customer experience-focused to optimize their IT infrastructure.