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Help desk &
support

streamline your help desk
and IT support processes.

Help desk & customer support software ConSol*CM

Product features:

  • Clearly defined spheres of responsibility
  • Transparent process definitions thanks to our graphic workflow designer
  • Software supported compliance via service level agreements
  • The software’s flexible, scalable and robust architecture allows for dynamic updating to meet new requirements
  • Detailed reports

Product advantages:

  • Substantial cost roll-backs thanks to shorter processing times
  • Rapid availability of new, ITIL compliant support processes
  • Optimized customer satisfaction thanks to increased customer support quality
  • A lower workload and more user friendly processes enhance personnel motivation and morale
  • An optimal strategy planning tool
individual processes

Highly efficient
service processes

ConSol*CM enables you to configure and optimize your enterprise’s service processes in a flexible manner – and without any computer programming expertise. Clearly defined spheres of responsibility, system-controlled escalation management, and automatic query routing to the right person all allow for rapid response times and efficient resource use.

reporting

Data center for a knowledge
base and reporting processes

ConSol*CM serves as an invaluable knowledge base in that it centrally documents all previously resolved service issues and allows for ever shorter response times. The reports generated by the system also provide early-stage answers to questions such as the following: Do we provide quality customer care? Are we using our resources efficiently? Where is there room for improvement in our products and services?

customer communication

Flexible and intelligent
customer communication

A self service portal offers your help desk customers maximum flexibility and transparency. What’s more, ConSol*CM fully documents all support cases, thus allowing them to be tracked, assessed, and consulted along the entire process chain, from the query to the solution. Clearly structured communication processes allow users to find the right interlocutor quickly and efficiently.

collaboration

When teams close ranks:
efficient collaboration

Maximum transparency, thanks to ConSol*CM’s modern Web 2.0 interface, which allows for loss- and media incompatibility-free ticket transfer between first and second level support teams and the like. For example, if a staff member is on vacation, ConSol*CM’s clearly structured role system allows for rapid and reliable request processing within the relevant team..

Reference

    Scheidt & Bachmann: International Customer Service Processes
    Fare management represents a great organizational challenge for public transport companies as they seek to ensure that passengers can purchase the ticket they need quickly and conveniently at any time. Scheidt & Bachmann offers its international clients a range of integrated fare collection solutions for just this purpose. Scheidt & Bachmann’s customer service staff works to deliver maximum system availability… more
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