References by Industry Sector

Government & Public Administration – Comprehensive Support for E-Government Initiatives

ConSol CM helps public authorities and administrative institutions to make their communication processes more efficient and service-oriented. With extensive BPM, CRM and case management functionalities, a wide variety of communication processes can be fixed. A great advantage is the intuitive, web-based user interface of ConSol CM: Employees in citizen's offices and other service centers can use the solution immediately for their tasks. Long training periods aren’t necessary.

Today, ConSol CM is used for a wide range of tasks in public administration. From an organizational point of view, optimized process management pays off in many ways: Authorities shorten response times, increase service quality and ensure complete documentation of all processes.

ConSol CM Field of Application: Healthcare System


The Dubai Health Authority has successfully completed a comprehensive digitization project with the communication platform ConSol CM. Before a work visa or residence permit is handed over in Dubai, people have to pass a health check. The administrative workload of more than two million visa applications per year further raises due to the numerous process participants such as health authorities, health centres and immigration authorities.
As part of Dubai's smart city strategy and the consistent introduction of digital technologies in public administration, the effort had to be reduced. The aim of the Dubai Health Authority was the complete digitalization of the health check process – from the application in so-called Typing Centers to health check-ups, the notification of the applicants by SMS or e-mail and the feedback of the results to the immigration authorities. The integration of a wide range of systems, applications and databases was absolutely essential for process automation. The implementation of the solution, including testing and approval, took place within six months.

ConSol CM Fields of Application: Order Processing, IT Helpdesk


For several years now, the Münchner Stadtentwässerung (municipal sewerage company of Munich) has been successfully automating its own IT processes with ConSol CM. Now the entire order processing is optimized with ConSol CM and thus even faster and more effective. Incoming orders can be linked directly to the relevant data from shafts, machines and control systems.
As soon as the order is done, all relevant results are entered into the system and the ticket is closed. The system "learns" from the recorded results and provides important additional information in case of a new error message.

ConSol CM Field of Application: Customer Relationship Management


Munich’s Referat für Arbeit und Wirtschaft (Department of Labor and Economics) started the project "OptiKuM – Optimization of Customer Relationship Management" to optimize customer-oriented business processes. The City of Munich therefor announced an EU-wide call for tenders for a customer relationship management software. ConSol won the tender and focused on the project’s objective: To simplify and accelerate the communication of the various departments with their customers using a central and efficient IT solution. The staff should benefit from system-assisted processes, better documentation and traceability of individual processes, less effort in data maintenance, improved information management and user-friendly communication tools. Since ConSol CM is always flexibly adaptable, the solution could be integrated into the existing system landscape and fulfilled all infrastructural and security requirements.

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 Field of Application: Internal IT Support

For the Data Processing Centre for Justice at the Stuttgarter Oberlandesgericht (Higher Regional Court), approximately 70 employees, splitted in groups such as notaries/land registry offices, courts/public prosecutors' offices and Forumstar (court automation programme with uniform, multidisciplinary form design) work with ConSol CM. All inquiries concerning the IT for the used specialist applications are received by e-mail or telephone at the corresponding hotline of the central Data Processing Centre Justice and run through ConSol CM workflows in so-called service tickets. ConSol CM guarantees reporting functions due to its data warehouse module, which is linked to Pentaho. This open source software replaces Oracle Apex. Process-relevant information is stored in the ConSol CM data warehouse. It is available for data analysis, for example to optimize IT utilization.

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: Internal IT Support


The state capital Potsdam employs approximately 1,900 people to handle administrative tasks. The majority of employees and civil servants do their work on PCs, so that about 1,450 PCs and 1,000 printers have to be maintained. The city administration's IT service uses the ConSol CM process management system.
Helpdesk staff particularly appreciate the high level of transparency of incoming orders and order processing. Thanks to automated process steps, tickets can now be handled around 25 percent faster. This creates a high level of customer satisfaction, which in turn has a positive effect on the work of the helpdesk staff.

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.

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Florian Fiessmann

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