GWW: Centrally manage IT services

Around 1,200 people with disabilities live and work at the GWW (Gemeinnützige Werkstätten und Wohnstätten) workshops and residences. GWW merged 17 organizations – administrative districts, large district towns, and associations for people with disabilities – in order to allow people with disabilities to participate more in society at large. In the past, the 700 GWW employees had to place their IT requests using a complex, proprietary ticketing system without escalation options. Now, ConSol CM manages IT support.

Among other things, the powerful Java workflow engine from ConSol CM makes it possible to map all workflows and communication processes in detail, extend and modify all operating process at all times during operation and monitor them through reporting. This way, it is quick and simple to manage even complex processes. ConSol CM enables significantly faster response and resolution times and thereby dramatically increases employee satisfaction.

Benefits:

  • Faster problem resolution
  • Increased transparency
  • Optimized processes
  • Detailed reporting
  • High level of scalability – solution can be expanded flexibly

 “The ConSol software solution makes our work significantly easier. In addition to its core competence as a help desk, it can also be used in many other areas, for example, in task management, for controlling management processes, and in communication between the different departments. We are planning to expand our
use of ConSol CM. The high level of scalability of the software really suits us.”

Michael Klein, System Administrator at GWW GmbH

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