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Definition & Documentation of Customer Service Processes for a Fashion Company

Our customer is a manufacturer of luxury fashion and clothing. Due to its flexibility, scalability and high usability, the company decided to use ConSol CM in various divisions. In Customer Care & Retail Care, ConSol CM is used to process complaints and feedback on goods (clothing) in direct contact with end customers or the retail stores. An interface to DHL and UPS is used to generate return labels. The solution previously used in the EMEA region is now being extended to the US market.

In Facility Management, ConSol CM receives messages from stores via the portal on the subject of damage or general issues related to building management and forwards them to a service provider. ConSol CM is also used internally as a room and catering booking system. Tickets for room bookings, seating arrangements and media equipment as well as catering are created via the portal and processed in various workflows.

ConSol CM Fields of Application

Complaint Management

Customer Service

Returns Management

Facility Management

Booking Processes for Rooms and Catering




Fashion, Trade


ConSol CM

Wrap up

ConSol CM is used here as software for customer service, customer care and for handling internal business processes.


  • Support of the stores across all communication channels
  • Independent processing of enquiries at 1st and 2nd level
  • Classification and processing of complaints


Is not named