References by Industry Sector
Capital Goods Industry – Integrated Process Optimization
The digitization and process management platform ConSol CM makes it possible to control customer-driven business processes flexibly and transparently as wells as to design workflows more efficiently. Companies in the capital goods industry use the solution for example to professionally manage complaints and customer enquiries.
ConSol CM offers integrated customer data management and a web-based user interface that is immediately ready for use. Employees in Customer Service, Internal Services or Task Management overlook all relevant information at a glance and can thus answer customer inquiries quickly and efficiently. At the same time, the reporting functions of ConSol CM provide manufacturing companies with important insights for increasing product quality and aligning service processes with customer needs.
ConSol CM Fields of Application: Customer Service, Internal IT Support, Measurement Data Analysis and Error Tracking
The Krone Group, manufacturer of agricultural machinery and commercial vehicles, has brought its service management for agricultural machinery onto a uniform IT platform. Krone relies on ConSol CM for this: Customer service and the internal IT department now benefit from consistent and fast processing processes. In Customer Service, ConSol CM uses an automated search to display possible solutions when creating a new transaction. The corresponding machine data from the SAP system is provided by an ETL interface implemented by ConSol.
With the connection to Krone's machine analysis application, the service technicians collect measurement data from agricultural machines and evaluate error messages on site throughout Germany. In the internal IT department, ConSol CM is available to IT service employees as a process-specific ticketing solution, and the Nagios monitoring solution has also been linked to the process software.
ConSol CM Field of Application: Product Support for Dealers and Partners
For over 50 years, Speech Processing Solutions has been the driving force behind outstanding dictation and speech technology. The company with its headquarters and production center in Vienna is the global market leader for professional digital and analog dictation solutions and now handles dealer and partner inquiries in product support via the ConSol CM customer service solution. The service staff in Vienna, Berlin, Colchester, Brussels, Paris, Toronto, Atlanta or Sydney can thus process customer inquiries even more precisely and efficiently, so that SLA agreements are kept perfectly across the various time zones.
The new software version of ConSol CM also convinced with its powerful search function. A particular challenge is the fact that Speech Processing Solutions concludes its SLA contracts with international customers. With the Business Process Designer in ConSol CM, however, even such a complex escalation handling, which takes into account the different time zones, is easy to implement. Last but not least, the ConSol CM customer portal was visually adapted to the online presence of Speech Processing Solutions and embedded into the partner portal so that dealers can check the current status of their inquiry or open a new ticket at any time.
ConSol CM Fields of Application: Internal IT Support, ITSM after ITIL
Doka GmbH is regarded as a technological leader in its core areas of concrete system formworks and shopfitting. With the helpdesk solution ConSol CM, more than 200 employees at Doka's internal IT helpdesk look after 7,000 employees worldwide. The software is used in the areas of incident management for the treatment of malfunctions, change management for password changes etc. as well as for IT orders. Via a web portal all employees can open new tickets or check the processing status of open tickets.
ConSol CM Field of Application: Complaint Management
With around 1,400 employees, the Heimbach Group is one of the world's leading manufacturers of inserting paper machines . The market is under high competitive pressure. This makes it all the more important for Heimbach to satisfy its worldwide customers, i.e. paper manufacturers and paper machine manufacturers. By using ConSol CM, the company ensures greater transparency and efficiency in the processing of customer complaints.
Complaints can be easily prioritized, clearly assigned to the responsible processor and fully documented. The authorized employees have access to all contact data and the processing status at any time. ConSol CM therefor accesses data from an existing internal application based on Java and Oracle.
The high-performance search function makes it easier to look up the entire complaint file in ConSol CM. In addition, comprehensive evaluation options ensure sustainable optimization of internal processes and product quality. The reports go directly into Heimbach’s quality management.
ConSol CM Fields of Application: Complaint Management, IT Service Management (according to ITIL)
The professional and rapid handling of complaints is an indispensable quality criterion for the car wash manufacturer WashTec. Therefor the Augsburg-based mechanical engineering company relies on the web-based ConSol CM software for internal complaint management – with the aim of shortening communication channels for technical questions and suggestions.
ConSol’s solution convinces with its modular structure: True to the motto "think big, start small", different service modules can be integrated step by step into the service management solution. In addition, every recorded complaint, a ticket, documents reproducible knowledge. In order to exploit this valuable data pool, WashTec decided to implement the ConSol knowledge database as well. It requires very little configuration effort and helps the customer service staff to solve queries and problems quickly.