Helpdesk & IT Support References

Optimize your internal services!

Your demands on the quality and efficiency of your internal services are high. With our helpdesk, ITSM and ticketing solutions, companies accelerate their (IT) organization and optimize their services. The advantage: more employee satisfaction. Thanks to the extensibility of our solution, new processes can be easily added at any time during operation. Learn more about our ConSol CM/ITSM Helpdesk & ITSM software.

ConSol CM Field of Application: ITSM, User Management


The MAN Financial Services service brand comprises financial services such as financing, leasing and insurance as well as the fuel and service card known as MAN Card. MAN Financial Services manages the necessary IT applications in-house. The process management software ConSol CM controls the internal ITSM processes in order to be able to eliminate technical faults. The software is used in the fields of incident management, change management, problem management as well as demand management and request fulfillment.
New in 2019 are processes for assigning application rights for various IT applications: The CM controls the user management for new hires, departures, parental leave or changes of department. Functions for personnel managers to give permissions or to distribute tasks are also integrated.

Doka GmbH

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.

WashTec

ConSol CM Field 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.

KALORIMETA GmbH

ConSol CM Field of Application: Order Processing, IT Service Management (According to ITIL)


As one of the leading energy service providers in the field of consumption-based billing for heat and water, speed and professional service are essential for KALORIMETA GmbH. A perfectly functioning IT infrastructure is the basic prerequisite for fast and correct billing. Therefore, KALORIMETA relies on an IT Service Desk according to ITIL V3 (IT Infrastructure Library) and thus on quality-tested IT standards. The ConSol CM helpdesk solution ensures that IT queries in first and second level support run smoothly.

GWW

ConSol CM Field of Application: Internal IT Support

Around 1,200 people with disabilities live and work in the homes and workshops of the GWW. In order to enable them to participate in social life, 17 organizations – administrative districts, large district principal towns and associations for the disabled – have joined forces to form the GWW. Previously, GWW's approximately 700 employees had made their IT Inquiries via a complex ticketing system developed in-house without escalation options. Today, ConSol CM controls the entire IT support.
The powerful workflow engine of ConSol CM allows to record all work and communication processes in detail, to extend and adapt all work processes at any time during operation and to monitor them closely by reporting. ConSol CM makes reaction and solution times significantly faster and thus improves employee satisfaction.

ElectronicPartner

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: 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.

Stadt Potsdam

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.

Brainloop AG

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 Field 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.

Your Contact

Florian Fiessmann

+49-89-45841-120

cm-vertrieb@~@consol.de