Scheidt & Bachmann: International customer service processes

Fare management represents a great organizational challenge for public transport companies as they seek to ensure that passengers can purchase the ticket they need quickly and conveniently at any time. Scheidt & Bachmann offers its international clients a range of integrated fare collection solutions for just this purpose. Scheidt & Bachmann’s customer service staff works to deliver maximum system availability and the longest product lifecycle by using the web-based service management solution ConSol CM.

All service inquires sent by e-mail, received by telephone, or submitted via the online portal are registered centrally by the application and pre-categorized by the local first level support team. Where possible, these incidents (generally hardware related) are processed by first level support or transferred to one of 40–50 field service staff who perform the repairs on site as well as logging these at the end of the workday in ConSol CM. Other complaints or change requests, especially software related, are sent to company headquarters in Mönchengladbach and pass through preset workflows in ConSol CM.

Benefits:

  • Clearly assigned lines of responsibility and workflows for global staff
  • Faster handovers thanks to stringent central data management
  • Greater customer focus, highest system availability and service life
  • Improved knowledge management: read access for R&D department

“We were thoroughly impressed by the high level of configurability and flexibility ConSol CM has to offer. Using the graphic CM/Workflow Editor, we can reconfigure workflows and data entry in the system ourselves in order to meet the unique requirements of our German and international units.”

Thomas von Kannen, FCS Help Desk Manager at Scheidt & Bachmann

More details in our complete success story (pdf).