For WashTec AG, the leading producer of innovative vehicle-washing solutions worldwide, the quick, professional management of complaints is indispensable when it comes to quality. The Augsburg manufacturer therefore relies on the Web-based software ConSol*CM for its internal complaint handling—with the aim of achieving efficient communication channels for technical inquiries and suggestions. The handling of international service issues was to be set up within the framework of a standardized workflow, supported by the software solution.The modular structure of the ConSol* solution is just one of its major benefits: True to the motto “think big, start small,” various service modules can be integrated gradually into the service management solution, allowing its expansion to be planned in straightforward projects.
Each recorded complaint, known as a ticket, documents reproducible knowledge. So as to fully exploit this valuable pool of data, WashTec also opted to implement the ConSol* knowledge base. This is ready for use following very little configuration and helps the customer service team to handle inquiries and problems quickly thanks to an automated search function
Benefits:
- Quicker, professional complaint management
- Needs-based expansion of solution is possible
- Knowledge base aids the capture and use of reproducible knowledge
- Bundled and transparent information thanks to the three-level customer data model
“We are pleased to have opted for a high-performance internal communication tool. The decision to choose ConSol* was not difficult as we were able to build on existing foundations. ConSol* components that we had already come to appreciate in the helpdesk environment—like the possibilities for escalation—were important factors in our decision.”
Martin Rohde, Technical Service Manager at WashTec
More details in our complete success story (pdf).
