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Heimbach Ensures Customer Satisfaction

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 therefore 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 Field of Application

Complaint Management


Heimbach GmbH & Co. KG


Manufacturing industry


ConSol CM

Wrap up

Heimbach relies on ConSol CM to process customer complaints transparently and efficiently. The findings from customer feedback flow directly into quality management.


  • Reduction of complaint costs
  • Increase in product quality
  • Clearly defined complaint processes, maximum transparency
  • Reduced throughput time, higher customer loyalty
  • Automatic and uniform documentation