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.