Busch DV: Efficient Customer Service for Tax Advisors and Sports Clubs

Busch DV-Service & Organisation GmbH relies on modern support software to streamline customer inquiries

Initial Situation
For many years, Busch DV-Service & Organisation GmbH has been a trusted partner for independent system and software consulting. Their clients – primarily tax consulting firms and sports clubs – benefit from hands-on, practical support rooted in extensive project experience, a deep understanding of client needs, and fast response times. However, as the customer base grew, so did the volume and complexity of incoming requests: incident reports, quote requests, and tasks related to smaller IT projects all needed to be captured, prioritized, assigned, and tracked more efficiently.

The previous approach – managing inquiries via email inboxes and manual lists – had clearly reached its limits. The aim of the project was to implement a centralized system to manage and coordinate all customer inquiries in a structured and efficient way.

The solution needed to:

• Consolidate all communication channels
• Standardize and accelerate support processes
• Enable transparent task distribution across internal and external support staff
• Ensure structured documentation of quote requests
• Maintain a complete history of customer interactions to improve service quality

A flexible role and permission system ensures that every team member only sees the information they need to get the job done – no more, no less. 

The results: Just weeks after rolling out ConSol CM, Busch DV saw significant improvements:

• Response times to customer inquiries dropped by 50%
• Internal communication became measurably more efficient
• Customer requests are now systematically documented and tracked
• Customer satisfaction has noticeably increased

“Our new support platform, ConSol CM, has become the backbone of our customer service. We now have more visibility and more time to focus on what really matters – consulting. The system scales with our needs – and our clients can feel the difference,” says the Managing Director of Busch DV. 

Conclusion
With ConSol CM, Busch DV has taken a key step toward the digitalization and professionalization of its customer support – laying a strong foundation for the future.