The German Finance Agency: All information at a glance

The German Finance Agency is the central service provider for the nation’s borrowing and debt management. The agency has additionally been responsible for private banking with government securities and running of the federal debt register for almost two years.

The Finance Agency opted for the ConSol CM software solution, which it will use in the future to process all complaints and processes associated with its debt register account, in order to cope with the immense growth in the number of daily customer service requests.

One key factor for the decision in favor of ConSol CM was the powerful Java-based workflow editor, which can be used to quickly, simply, and flexibly adapt workflows in the event of changes to business processes. This ensures a high standard of service thanks to individual processes.

ConSol CM also features software-supported escalation mechanisms. It is also possible to store e-mails, letters, or faxes for each process, and these are available at the click of the mouse. This way, the responsible service employee can see the customer contact made to-date at all times and intervene in the event of an escalation.

Benefits:

  • Central, quality-assured processing of requests
  • Transparent management of customer contact, history, complaints status
  • Higher service standard thanks to individual processes
  • Platform-independent, expandable solution

“The new software solution makes it possible to map complex processes and components in complaint and customer contact management in such a way that our service employees are well informed at all times and in a position to quickly respond to requests.”

Jörg Plinke, Divisional Manager of Private Banking at the German Finance Agency


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