Customer Service, Customer Support and Complaint Management: Thrill your customers!

Our customer service solutions support companies in processing customer service enquiries, complaints or technical malfunction reports in a uniform, simple and customer-oriented manner throughout the company. The intelligent workflow engine of the ConSol CM/Customer Service software uniformly controls the processing flow and ensures compliance with all specifications and deadlines. This enables you to achieve excellent customer service with lean processing. In addition, customer feedback, causes of complaints and malfunctions can be analyzed and improvement measures derived. Find out more about the ConSol CM customer service software here.

ConSol CM Field of Application: Customer Service

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 CM Fields of Application: Customer Service, Complaint Management

The Finanzagentur is responsible for borrowing and debt management at a federal level. For almost two years, the tasks of the company have also included the private customer business with German government securities and the maintenance of the federal debt register. In order to deal with the enormous number of customer inquiries in connection with the debt register, the authority made its decision for ConSol CM to handle all complaints and processes electronically.
Two important criteria for ConSol CM were the powerful workflow editor for fast and flexible adaptation of business processes and the integrated escalation mechanisms.

ConSol CM Field of Application: Customer Service, Customer Support

Brainloop AG offers user-friendly datarooms that enable companies to securely share highly confidential information and documents – even across companies. Since this secure data exchange must work at all times, the fast and professional processing of support requests is essential. Brainloop now uses ConSol CM for its customer service: All support requests related to the company's highly secure, web-based platform go through the processes of ConSol’s customer service management software.
ConSol CM covers the entire spectrum of incident management, change management and general customer information, based on quality-tested IT standards.

ConSol CM Fields of Application: Requirements Management, Customer Service, License Management, Sales Management

Gutenberg Rechenzentrum GmbH & Co KG (GRZ) is one of the leading IT service providers for the media industry. GRZ's customers include large regional and national newspapers in Lower Saxony, Schleswig-Holstein, Mecklenburg-West Pomerania, Hesse and Saxony.
The versatile customer management solution ConSol CM optimizes several business processes at GRZ: On the one hand, ConSol CM is the organizational center for requirements management in the development of the standard software VI&VA (publisher information and sales application). ConSol CM is also used for the service desk and customer management. GRZ adapts ConSol CM independently to the requirements and records its own processes for quotation management, license management and sales processes.

ConSol CM Fields of Application: Customer Service, Customer Support

With ConSol CM, the IT problems of more than 3,000 cities and municipalities can be solved reliably and promptly at the data processing center of the Anstalt für kommunale Datenverarbeitung in Bayern (AKDB).
The solution steps are stored in a database and serve as a knowledge base. Once a certain problem has been solved, the AKDB staff can use this solution and save precious time if the same problem arises again.

ConSol CM Fields of Application: Customer Service, Customer Support

The IT service provider Tech Data has specialized in an area that is of existential importance for most companies: data management solutions. In addition to selling the corresponding hardware and software, the company also offers extensive support throughout Europe. In the specially established hotline, customers receive technical support for all questions and problems.
The web-based software ConSol CM is the technical equipment of the hotline, whose employees are located at distributed locations within Europe. It ensures that all support requests are centrally recorded, quickly distributed and processed.

ConSol CM Fields of Application: Customer Service, Customer Support

EURO-LOG AG, headquartered in Hallbergmoos near Munich Airport, is one of the leading providers of IT and logistic services. With its own data centers, innovative applications and individual connections, more than 80 employees ensure the end-to-end efficiency of logistic processes between suppliers, logistic service providers, trade, industry and customers.
If the customer is satisfied, so is the service provider: Professional CSM and fast and efficient processing of customer inquiries are high priorities for EURO-LOG. For this reason, the Customer Support Center (CSC) department is already successfully using the web-based ConSol CM software for customer support.

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: 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.

ConSol CM Field of Application: Product Inquiries and Processing of Returns, IT Helpdesk

The ElectronicPartner group, headquartered in Düsseldorf, is one of the largest trading companies for consumer electronics, IT and telecommunications in Europe. The company offers customers tailor-made service, competent advice and high-quality products. The growing number of e-mail inquiries in the central customer advisory office made it necessary to introduce a business process management software. After a three month pilot phase, ConSol CM was put into operation. The BPM software has been in use at ElectronicPartner for more than five years, has been continuously expanded since then and now supports a large number of service processes. We created workflows for product inquiries and returns processing, developed e-mail forms and integrated them into the workflows. On top of that, the IT helpdesk was integrated multi-client capable.

ConSol CM Field of Application: Passenger Complaint Management

One of the world's largest airport operators, Fraport AG, organizes complaint management at Frankfurt Airport with the Customer Service Management (CSM) solution ConSol CM. The aim of the measure called 'Impulse Management' is to use a central solution for the receipt and processing as well as for the analysis and evaluation of customer feedback. Feedback of all kinds is bundled in ConSol CM as a platform and recorded for further processing in order to be able to react even faster and more effectively – especially in case of complaints. Feedback can now be analyzed across divisions and recommendations for action can be derived from it. The system is being continuously expanded.

ConSol CM Field of Application: Passenger Complaint Management

Munich Airport, recently again named "Europe's best airport" at the annual World Airport Awards presented by Skytrax, London's renowned aviation research institute, relies on ConSol CM for complaint management.
The flexible software is already established at several airports and integrates Business Process Management (BPM) and Customer Relationship Management (CRM) functionalities. All suggestions for improvement and complaints from airport guests are handled by a central dialogue management system. Munich Airport improves customer loyalty by responding promptly and individually.

ConSol CM Fields of Application: Support, Warranty and On-site Service Processes

With ConSol CM, ABB has further developed its standardized, global 24/7 technical support: The process management software enables ABB to establish a uniform international process organization and to centrally manage all support, warranty and on-site service processes of the unit "Marine and Ports Services". Cross-national analyses significantly improve service quality.
The project is managed by the Norwegian ABB national company, where ConSol CM is implemented and centrally administered and maintained. ConSol CM is currently used in Norway, Finland, Singapore, Italy and 14 other countries.

ConSol CM Field of Application: Customer Service, Customer Support

maxdome, a company of ProSiebenSat.1 Media AG, is Germany's largest online video store. The online video library is available round the clock. With just a few clicks, users can download the content or watch films and series either directly online on their PC or on hybrid TV sets.
With the complete takeover of maxdome by ProSiebenSat.1 Media AG, the company has decided to create a new infrastructure for its customer service. maxdome has opted for the ConSol CM solution to handle customer service. Today, the online video library controls the processing of all customer requests – from inquiries and complaints to technical support, account closures, cancellations, reminders and more. During the multi-stage selection process, ConSol was successful especially with the flexibility of the solution, its open interface concept, excellent workflow functionalities and short adaptation periods.

ConSol CM Fields of Application: Customer Service, Complaint Management, Returns Management, Facility Management, Booking Processes for Rooms and Catering

Our customer is a manufacturer of luxury fashion and clothing. Due to its flexibility, scalability and high usability, the company decided to use ConSol CM in various divisions. In Customer Care & Retail Care, ConSol CM is used to process complaints and feedback on goods (clothing) in direct contact with end customers or the retail stores. An interface to DHL and UPS is used to generate return labels. The solution previously used in the EMEA region is now being extended to the US market.
In Facility Management, ConSol CM receives messages from stores via the portal on the subject of damage or general issues related to building management and forwards them to a service provider. ConSol CM is also used internally as a room and catering booking system. Tickets for room bookings, seating arrangements and media equipment as well as catering are created via the portal and processed in various workflows.

ConSol CM Fields of Application: Sales Management, Customer Service

KYOCERA Document Solutions Inc., the well-known supplier of output solutions, has been using the complete ConSol CM CRM product range since 2005. After only two months of implementation, the pilot solution went live. Since then it has undergone continual expansion to add processes and users.
The Web-based ConSol solution, which KYOCERA Document Solutions Inc. calls KYOonedesign, unites different data sources in a single customer-data platform that manages the entire sales cycle for KYOCERA Document Solutions Inc. Marketing, Sales and Service pool their information: The platform coordinates the resources for enquiries, info materials, customer management, service tickets and more - everything is now handled on the same platform.
The result: The three departments have reduced their overall workload and benefited from data maintenance synergies, significantly improving their customer service outcomes.

ConSol CM Fields of Application: Customer Service and Complaint Management

NÖVOG, operator of Austria's second largest rail network, the Wieselbahnen, Wieselbusse and three mountain railways, relies on the ConSol CM customer management solution to improve its customer service and service quality. The software convinced the transportation company with its flexibility, scalability and its easily expandable application possibilities. ConSol initially started with the implementation of the software and its setup for the new NÖVOG Infocenter. As a central contact point it takes care of customer inquiries, complaints, timetable information and telephone sales. In the first two months, NÖVOG was already able to record more than 1,300 inquiries and counting.

ConSol CM Fields of Application: Sales & Lead Management, Customer Service

The service organization of Swiss Life Germany's sales forces consists of two departments: a central customer service center focusing on the end customer and a distribution partner service, which is responsible for the sales force advisors. There are numerous overlaps between the two service organizations, which in the past were difficult to map in terms of IT and processes. There was also a lack of a direct connection to the backend of all applications used. Swiss Life Germany has now mastered these challenges with ConSol CM. ConSol's solution has put Swiss Life Germany’s sales and service organization on a solid and future-proof foundation and has established a uniform application across all teams. It is easy and intuitive to use and has interfaces to the backend so that processes are designed more consistently. "With ConSol CM, we have made our service organization fit for future requirements, such as new business models," explains Jens Marquardt, Sales Service Director at Swiss Life Germany. "This includes simple and flexible process organization, which we are now implementing in our service with ConSol CM. The application can be operated without training effort, can be easily integrated into existing infrastructures and offers a 360-degree view of customers, products and processes."