Claim management software ConSol*CM

Product features:

Transparent processes and spheres of responsibility, as well as direct access to all customer and process related information
Efficient process management via the ConSol*CM workflow engine
The software’s flexible, scalable and robust architecture allows for dynamic updating to meet new requirements
Open interfaces with existing CRM, ERP and report systems
A wealth of report options

Product advantages:

Rapid and escalation oriented responsiveness to claims
Shorter response times help to reduce costs and optimize customer satisfaction
A highly transparent solution that can be readily customized to meet individual customer needs
Helps avoid unnecessary indemnification
Allows you to identify current trends and to continuously improve your process quality by assessing the reasons for claims

individual processes

With ConSol*CM, you can rest assured
that your processes are reliable

Transparent service processes and clearly defined spheres of responsibility ensure that the right information is passed to the right contact person automatically. For example, if a complaint turns into a lead, this information can be sent to the marketing team via a mouseclick. Changes in service requirements or products promote process flexibility.

reporting

Data repository for optimal
service related decisions

ConSol*CM greatly simplifies the task of responding appropriately to service situations in that the system enables the user to see at a glance all information that is necessary for the current decision. And what’s more, all of this information is automatically compiled from all connected systems, thus allowing users to quickly find answers to questions such as the following: Is a large customer involved? Does the caller often register complaints? Who is the contact person in the target company? What follow-up business can be expected?

customer communication

Systematic development of reliable
and efficient customer communication

ConSol*CM automatically determines which customer or service case (claim) each query, e-mail fax or phone call is associated with. Messages automatically transmitted to the customer reassure him that you are always taking care of his complaint, query or the like in a competent, efficient and professional manner.

collaboration

Optimal links for maximum service
quality and efficient teamwork

Processes, departments and staff members are tightly and efficiently networked in ConSol*CM. This in turn expedites processes, reduces response time, and optimizes service quality. With ConSol*CM, information loss resulting from information interchange between various departments or when a staff member takes over for an absent colleague, is a thing of the past.

Reference

EP:Netshop: Intelligent customer management with ConSol*CM

EP:Netshop offers over 4,000 consumer electronics products. 560 EP: dealers throughout Germany are currently connected to the multi-channel online shop of the Electronic Partner association and involved in all EP:Netshop business processes. Since 2002, all incoming e-mails have been handled by the central customer service center using ConSol*CM – no matter whether it is about reclamations, orders or requests for… more