Heimbach ensures customer satisfaction

With around 1,400 employees, the Heimbach Group is one of the world’s leading manufacturers of paper machine textiles. The market for special products precisely tailored to the production cycle is highly competitive. That’s why the satisfaction of its global customers – paper manufacturers and paper machine manufacturers – is even more important for Heimbach. By using ConSol CM, the company is providing increased transparency and efficiency in the processing of customer complaints.

The workflows in ConSol CM can be edited and enable faster and more transparent processing of all customer requests. It is easier to prioritize complaints, clearly assign the responsible processor, and ensure seamless documentation. Authorized employees have access to all contact data and processing statuses at all times. ConSol CM directly captures customer and task data from an existing internal application based on Java and Oracle.

The high-performance ConSol CM search function simplifies the process of searching the entire complaints archive. In addition, comprehensive evaluation options make it possible to sustainably optimize internal processes and product quality. This is because customer feedback provides information on changing requirements on the market and with the customer. Information from the ConSol CM reports flows directly into Heimbach quality management.


  • Reduction in the costs involved in satisfying complaints
  • Increase in product quality
  • Clearly defined complaints process, maximum transparency
  • Shorter throughput times, increased customer loyalty
  • Automated, consistent documentation

“ConSol CM’s graphical workflow editor allows us to precisely map our operating processes and change them on the fly. Seamless complaint documentation in ConSol CM enables us to tailor our products to the exact requirements of our customers.”

Marco Bachmann, IT Coordinator Sales at Heimbach
Thorsten Vonden, Complaints Coordinator at Heimbach

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