ElectronicPartner: Intelligent customer management with ConSol CM

The ElectronicPartner Group, with headquarters in Düsseldorf, Germany, is one of the largest retail companies for entertainment and household electronics, IT, and telecommunications in Europe. More than 5,000 employees are organized into the strategic business areas of EP:specialist retailers, MEDIMAX specialist electronics stores, and comTeam systems manufacturers. Every day they work to provide customers with personal service, professional consulting, and top-quality products.

The rapidly increasing number of e-mail requests in the central customer consulting center made it necessary to introduce business process management software. Operation of ConSol CM began after a test phase of three months.

The BPM software has been in use at ElectronicPartner for more than five years, is being continuously upgraded, and now supports a wide range of service processes. The software made it possible to create workflows for product requests and return processes, develop e-mail forms and incorporate them into the workflow, and integrate the entire IT help desk for use with multiple clients.

The advantages:

  • Quick and efficient fulfilling of customer requests
  • Process-driven coordination of customer requests
  • Complete documentation of requests and results
  • User-friendly, quick and easy to use
  • Improved workflow and greater transparency in customer processes

“This is a key strength of ConSol CM. The software can be easily adapted to organizational changes with cost transparency and can be continually upgraded. ConSol is there as your partner at all times and provides support for updates and when adapting the system to new business processes.”

Ralf Heitmann, Head of IT Operations, ElectronicPartner Handel SE