Key Highlights of ConSol*CM:
 

• Process structures and work groups are organized into queues in ticket management
• Time-controlled process steps (escalation) and automated processing (role-based) in workflows
• Complex parsing of incoming mails
• Distinct individualization of the solution, i.e., design and corporate identity for the client and portal, customer screens, contacts and tickets, data structures in the inventory, text templates for mails and letters as well as workflows

Ticket Management

• Process structures, work groups etc. are organized into queues
• Structured call text and history
• Freely definable screens for personalized data
• Multilevel attributes
• Time management—recording of times for tickets for the purpose of cost center charging and booking
• Full-text search (together with customer data)

Customer Management

• Choice of one-level or three-level customer data model (e.g., according to company/location/contact)
• Multi-client capability
• Freely definable screens for personalized data
• Duplicate checking
• Campaign management

Workflow

• Graphical editor
• Automated processing
• Time-controlled process steps (escalation)
• Several different workflows (per queue)
• Support of ITIL processes
• Standard packages—predefined workflows including descriptions

Portal / User Self Service

• FAQ/knowledge database
• Differentiation of users via roles
• Web form for recording tickets
• Feedback questionnaires

Office Integration

• Automated letters and templates used for offers etc.

User Management

• Authentication; inbound or using LDAP
• Role-based rights for users and portal
• Optional separation according to client

Reporting

• Open database as a basis for custom reports
• Crystal Reports Designer for generating custom reports

Asset Management (CM/Inventory)

• Mapping of individual data structures
• Management of hardware, software and SLAs

Mail Inbound

• Complex parsing of incoming mails
• Filters and rules for spam, for example
• Creation and update of tickets and customer data
• Inclusion of attachments

Mail Outbound

• Templates and text modules
• Attachment library

CTI (Computer Telephony Integration) – Telephone

• Link to multiple telephone systems
• Display of customer information for incoming calls
• Initiation of telephone calls

Server Remote Control

• Web service as a technical interface
• Use of all server functions

Mapping of Third-Party Data

• Used for asset data from client management systems such as Baramundi, NetInstall and others, for example
• Connection to ConSol*CM customer data is possible

Call of External Processes

• Linking to workflow
• Connection to SAP is possible, for example

• Consistent use of open standards, facilitating single sign-on

• Three-tier architecture with Web client

• Scalability thanks to parallel server operation

• Project management for roll-out
  

• Operation and hosting of ConSol*CM

• Support and maintenance