This research deals with enterprise application integration with two new perspectives. The two perspectives are added value and information technology capabilities. Enterprise applications are a set of software packages that help organizations run their businesses. Enterprise applications have been used consistently in all industries. This wide usage resulted in new requirements from the users for functional specific and industry specific enterprise applications. This requirement made sure that the enterprise application market is filled with vendors who are developing many specialized enterprise applications. The result of the range of applications led to them becoming silo applications (applications that cannot communicate with other applications). Thus, the new problem came with respect to how to make sure these silo applications communicate with each other without changing the existing business and IT environment. This brought the concept of enterprise application integration (EAI). EAI is defined as the unlimited sharing and coordination of data and business process between any connected application and data source in an enterprise. The two perspectives that this research focuses on addressing the core problem that is existing in integration - users of enterprise applications are neither aware of the value of integration nor are they aware of the capabilities they need to make sure the integration is implementable. Software vendors are also facing stiff competition from the market and are interested in developing integrated solutions. But with a lack of knowledge of the adopter’s requirements, they lack a clear strategy for improving their product offerings. External consultants also face challenges from dealing with different applications and making them communicate as stand-alone systems. Thus, there is no clear focus on why EAI should be done and what capabilities are needed to do it. This research focuses on this knowledge gap by having the following objectives: ? Develop a framework that can be used to assess the added values of enterprise application integration. ? Identify the information technology capabilities needed to implement enterprise application integration. The three applications that form the focus of this research for EAI are Enterprise Resource Planning (ERP), Customer Relationship (CRM) and Multichannel commerce. The research also focuses on Fast Consumer Goods (FMCG) industry since the use of digital channels for shopping is increasing among customers. Another reason why FMCG is a fitting industry for this research is that the important processes in the industry such as logistics, supply chain, customer relations are dealt with by the three applications. These two factors make FMCG an ideal industry for this research. Two theoretical models were used to develop the added value framework namely, Enterprise Application Benefit Framework and Value Creation for E-Business Model. The added value framework developed can be positioned as a aggregation of these two models with the perspective of enterprise application integration in FMCG industry which has not been done before. The research operationalized enterprise application integration using three business processes namely Customer_Order_Online, Customer_Complaint_Call_Center and Marketing_Campaign_Management. All the business processes are developed loosely based on SAP ECC, SAP CRM, SAP-Hybris applications. The business processes were developed keeping in mind that all the three applications under the research have to be involved with each other and must include the stakeholders in the process flow. Information technology capabilities were measured using two dimensions namely human and hardware capabilities. Human capabilities refer to the technical and managerial skills needed and hardware capabilities refer to the hardware storage and speed of computation. Research Method The research technique used for the research is Analytic Hierarchy Process (AHP) and Likert Scale. Data was collected from four stakeholders namely software vendors, software adopters, external consultants and academic professionals through an online survey. Conclusions The developed framework determine added value from two dimensions derived from the two existing models. The two dimensions represent two constructs of added values. The first dimension which represents the importance of the added value is categorized as novelty, efficiency, lock-in and complementarities. The second dimension represents the intensity of the added values and is categorized as strategic, managerial and operational. Based on the framework and the business processes that were used to operationalize enterprise application integration, nine added values were identified namely, Improved Business Planning, Increased IT alignment with business, Better Customer Experience Increased Company Common Vision, Improved on time Delivery, Accurate Sales Forecasting, Streamlined business processes, Increased Data Quality, Increase in Sales. These added values were then fitted into the framework based on the business processes previously defined. The developed framework was then tested using the online survey. The results for the second objective indicate that the highest capability needed is cross departmental interaction between IT and business units. This capability is also related to the increase in business IT alignment added value. The need for IT technical employees to gain managerial skills was also the second highest capability needed. The capabilities that were not required were business managers learning IT technical details and more hardware storage for integration. Generalization of the research The framework was developed with the SAP applications and hence the business processes were developed from these applications’ modules. But using this framework for other business processes would not be an issue at all since the framework itself does not rely on the business processes and only the added values are dependent on the business processes. The information capabilities identified are applicable to any type of company irrespective of whether they treat IT as a support or a strategic tool. The framework can also be used to determine the added values of other industries based on the business processes. Future Research More research can be carried out for the validation of the framework and fill the empty slots for combinations of added values that are novel and operational. Other factors that affect the concept of capabilities apart from IT, such as organizational, financial and regulations have to be investigated. Future research must include another important stakeholder in the framework which is the end customers since they are important in the adopter’s strategy. And the framework must be tested in other industries and with other enterprise applications products apart from SAP to make the framework more robust. Limitations of the research The research has five limitations. First, the framework is developed based on business processes suitable for SAP applications. Although the framework is not dependent on the business processes, in order to improve the external validity, more research has to be done on how it changes to other vendor applications and business processes. Second, the list of added values is limited to nine since increasing added values will affect computation of Analytic Hierarchy Process and increases the survey length. Third, the list of business processes is also limited to only three but they are some of the most commonly used business processes. But future research can be done to see if the framework works for other business processes. Fourth, due to the small sample size, this research serves as exploration and first validation of the constructed framework and further research can be conducted to do more extensive validation by means of survey research, mainly through in depth interviews. Finally, the adopters’ size can maybe be a limiting factor for using the framework. Since it clearly distinguishes the organizational levels within a company, SMEs and other smaller companies may not be the most suitable firms to use this framework.