Abrechnungszentrum Emmendingen: Business Processes Set the Pace

The Abrechnungszentrum Emmendingen (ARZ) helps health insurance companies to increase their efficiency and performance and is a reliable partner in accounting and document management. Since 2005, the Central Service Center (CSC) – divided into front and back office – has been processing its customer inquiries with the customer service management solution ConSol CM. The CSC front office records every incoming service request in a ticket, which runs through defined workflows in ConSol CM. Inquiries can thus be routed quickly and specifically to the correct contact person.

In the course of a comprehensive restructuring in 2009, all specialist departments were also connected to ConSol CM and the overarching processes were moved to the centre of attention in order to ensure software-assisted ticket processing without media disruptions.

ConSol Field of Application

Customer Service

Customer

Abrechnungszentrum Emmendingen

Sector

Service, Finance, Insurance

Solution

ConSol CM

Wrap up

The Abrechnungszentrum Emmendingen uses ConSol CM to process customer inquiries in the central service center and the specialist departments. The connection of Sales and IT Service Desk makes ConSol CM the central internal communication platform.

Benefit

Focus on business processes: clearly defined workflows and responsibilities
Transparent processing history - at any time, centrally, across departments
Knowledge base for immediate solutions
Meaningful reports

Name	Purpose	Lifetime	Type	Provider
CookieConsent	Saves your consent to using cookies.	1 year	HTML	Website
fe_typo_user	Assigns your browser to a session on the server.	session	HTTP	Website
_pk_id	Used to store a few details about the user such as the unique visitor ID.	13 months	HTML	Matomo
_pk_ref	Used to store the attribution information, the referrer initially used to visit the website.	6 months	HTML	Matomo
_pk_ses	Short lived cookie used to temporarily store data for the visit.	30 minutes	HTML	Matomo
_pk_cvar	Short lived cookie used to temporarily store data for the visit.	30 minutes	HTML	Matomo
_pk_hsr	Short lived cookie used to temporarily store data for the visit.	30 minutes	HTML	Matomo

Name	Purpose	Lifetime	Type	Provider
_gcl_au	Used by Google AdSense to experiment with advertisement efficiency.	3 months	HTML	Google
AMP_TOKEN	Contains a token that can be used to retrieve a Client ID from AMP Client ID service. Other possible values indicate opt-out, request in progress or an error retrieving a Client ID from AMP Client ID service.	1 year	HTML	Google
_dc_gtm_--property-id--	Used by DoubleClick (Google Tag Manager) to help identify the visitors by either age, gender or interests.	2 years	HTML	Google
_ga	Used to distinguish users.	2 years	HTML	Google
_gat	Used to throttle request rate.	1 day	HTML	Google
_gid	Used to distinguish users.	1 day	HTML	Google
_ga_--container-id--	Persists session state.	2 years	HTML	Google
_gac_--property-id--	Contains campaign related information for the user. If you have linked your Google Analytics and Google Ads accounts, Google Ads website conversion tags will read this cookie unless you opt-out.	3 months	HTML	Google

Abrechnungszentrum Emmendingen: Business Processes Set the Pace

ConSol Field of Application

Customer

Sector

Solution

Wrap up

Benefit

Website

Products

Functions & Services

Company