References by Industry Sector
Media Industry – Optimized processes for a better business environment
Direct communication with customers via various channels is becoming more and more important for many media companies today. Additional service resources are required for new content offerings such as web communities, mobile services and paid content platforms. ConSol CM helps media companies to further develop their customer service in a targeted manner and to design processes as flexibly and efficiently as possible.
Any customer-controlled process can be wrote down. All types of customer inquiries can be answered quickly, easily and individually. Germany's largest online video store maxdome has converted its entire customer service to ConSol CM. The company thus controls the processing of support enquiries, complaints, account closures, cancellations, reminders and other customer concerns. It doesn’t matter whether the contact is made by post, fax, e-mail, telephone or online form: all customer inquiries are handled via the same flexible platform.
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: 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.