Customer service management software ConSol*CM
Each instance of customer contact is an opportunity, particularly when it comes to the handling of claims, complaints and queries by your customer service center. ConSol*CM software allows you to provide impeccable customer service, which is one of the pillars of successful and profitable customer relationships.
Product features and benefits
- Predefined streamlined processes for complaint and claim management, as well as for help desk and customer support processes – all of which are managed via the ConSol*CM workflow engine
- The solution can be readily customized to fit your specific customer service management needs
- The solution provides maximum transparency by allowing for the integration of various departments
- Shorter response times and measurably improved customer satisfaction
- Informative and helpful reports with numerous assessment options
Details:
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.
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?
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.
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.
“Thanks to ConSol*CM, we now always know the precise number and type of service requests in the system—and we can fully trace the history of each service ticket. Also, the precise capture of support cases significantly speeds up the handover between different groups of processing agents, which is one of the main reasons why our employees have accepted the new software so quickly.”
Jochen Markschat, Service Center Director at RZV GmbH