ABB: Global Service Processes centrally controlled & analyzed across countries

ABB used ConSol CM to develop a standardized, global technical 24/7 customer support platform:
DThe BPM solution enables ABB to set up standardized process structures in the countries it serves and centrally manage all support, warranty, and on-site service processes of its ‘Marine Services’ business area. Transnational analysis improved service quality significantly.

The project represents a collaboration between ConSol and its distribution partner com.cultur GmbH. It is overseen by the norwegian ABB subsidiary, where ConSol CM is implemented, centrally managed, and maintained. ConSol CM is currently used in Norway, Finland, Singapore, Italy and in 14 more countries. Additionally, ABB plans to set up a self-service portal.

Benefits

  • Global standardized 24/7 support processes
  • Better quality of service: all important information is just a mouse-click away with access to ABB’s product database
  • Intuitive, simple interface
  • Cross-border analysis for faster problem resolution

„The software itself is so flexible that it can map all of our process requirements and specifications easily and implement these individually. The web client from ConSol CM is so simple and clearly laid out that it has allowed us to train our employees how to operate the system in no time.“
Stian Braastad, Global 24/7 and RDS Support Centre Responsible bei ABB.

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