ARZ Emmendingen: Business processes set the tone

Abrechnungszentrum Emmendingen (ARZ) helps health insurance companies improve efficiency and performance and acts as a reliable partner for invoice and document management. The Central Service Center (CSC), divided into a front and back office, has been processing its customer requests using the ConSol CM customer service management solution since 2005. The requests range from specialist and technical queries about applications to inquiries regarding specific payment transactions and legislative changes.

The CSC front office records every incoming service request in a ticket, which passes through predefined workflows in ConSol CM. This way, requests can quickly be routed to the correct contact partner in a targeted manner. Abrechnungszentrum Emmendingen underwent major restructuring in 2009. All specialist departments were connected to ConSol CM and a greater focus was placed on overarching processes in order to ensure software-supported ticket processing without media incompatibility problems.


  • Business processes at the core: Clearly defined processes and responsibilities
  • Transparent processing history – central, cross-departmental, at all times
  • Knowledge base for first-contact resolutions
  • Informative reports

“You see the real strengths of ConSol CM when it comes to complex cases where several departments are involved in finding the solution. We always have new ideas about expanding the software as a company-wide communication platform and we are happy to take advantage of the experience of the ConSol consultants.”

Manuela Schiff, Project and Quality Management at Abrechnungszentrum Emmendingen

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