With ConSol CM/Customer Service you can process customer inquiries, complaints or praise company-wide in a uniform, simple and customer-oriented manner. The intelligent workflow engine of the customer service software uniformly controls the processing flow and ensures compliance with all specifications and deadlines. Analyze customer feedback, the causes of complaints and derive measures for improvement.

Customer Service Software ConSol CM

Keeping Service Promises. Processing Customer Inquiries Efficiently. Inspiring Employees.

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Admission

  • Recording of customer requests via telephone, customer portal, e-mail or Facebook
  • Intelligent search for (partially) automated assignment to customer data
  • First auto-response via e-mail
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Validation

  • Connection of the request to already open or completed processes
  • Transfer of master data information (e.g. ERP) at the push of a button or automated
  • Access to sample solutions (FAQ) provides quick solutions
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Handling

  • Uniform cross-divisional processing thanks to intelligent workflow control
  • Meeting processing deadlines, secured by integrated SLA management
  • (Partial) approval processes for securing and releasing compensations
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Graduation

  • The entire communication by telephone or e-mail in an overview
  • Access to e-mail or Word templates with configurable template management
  • Queries and evaluations of customer satisfaction thanks to the sub-process customer feedback
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Analysis

  • Combine all data selected for evaluation in the integrated data warehouse.
  • Use evaluations on the causes of complaints for quality assurance.
  • Evaluate feedback from your customers and improve customer loyalty and handling processes.
Benutzeroberfläche

User Interface

The heart of the software guides the user through the planned process activities – and presents all relevant data intuitively and safely.

Self-Service-Portal

Self Service Portal

Integrate customers and partners directly into business and communication processes: Registered users can start and track processes in the web portal themselves – or search for solutions and know-how. So you can relieve your service team.

Process Designer

Process Designer

Intuitively usable process modeling tools pave the way for customized business processes. You can also flexibly implement new requirements and subsequent process changes at any time.

Dashboard und Reporting

Dashboard & Reporting

All relevant KPIs at a glance. Visualized comprehensibly at the click of a mouse. This allows you to continuously optimize the workflows in your company. On the basis of resilient data.

Good Punch for Customer Service Management

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Individual

Your customer service and complaint management are your unique selling points. Adapt all standard processes and data structures in ConSol CM exactly to your needs. Always keeping an eye on the customer.

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Versatile

Whether telephone, e-mail, customer portal or Facebook. Capture customer inquiries consistently and centrally across the company – no matter which channel they use.

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Precise

With ConSol CM, you set standards in service quality for your customers – thanks to freely definable SLAs and processing deadlines, controlled by the workflow and securely monitored.

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Efficient

Integrate e-mail and letter templates into the handling process in ConSol CM and benefit from more convenience and speed in your communication.

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Overall

Departments, branches, subsidiaries – simply integrate other company departments and ensure reliable and uniform processing of all customer requests.

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Clever

Are your customers satisfied with your service? Find out and integrate sub-processes that automatically query customer satisfaction after a complaint is closed.

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Safe

All customer communication and all processing steps are stored in ConSol CM in a audit-proof and DSGVO-compliant manner.

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Expandable

Data silos are water under the bridge. The ConSol CM customer service platform offers flexible interfaces that enable you to easily connect your master data systems or specialist applications.

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Quality Assurance

With ConSol CM you get better and better. Thanks to the integrated data warehouse, you can evaluate all processes for your quality management.

References

Please find references and customer stories from various industries in the fields of customer service and complaint management.

FraportFraport AG:Complaint Management at Frankfurt Airport

ConSol CM Field of Application: Passenger Complaint Management
Finanzagentur des BundesFederal Finance Agency:Software-supported Customer Service

ConSol CM Field of Application: Customer Service, Complaint Management
Flughafen MünchenMunich Airport:New approaches to complaint management with ConSol CM

ConSol CM Field of Application: Passenger Complaint Management