UniCredit: Fast processing of customer requests

UniCredit Direct Services, the customer care subsidiary of UniCredit Bank AG, relies on the ConSol CM CRM solution when it comes to customer service. Around 50 employees in the customer support department handle all customer calls in the area of online banking for corporate and individual customers, for example, when a customer has problems operating the proprietary banking portal or difficulties connecting banking software.

The system previously in use ran on a separate platform and thereby generated unnecessary operating costs. Migrating the central operating systems would have required an expensive update. For this reason, the IT department began searching for a solution without additional costs. That’s why they opted for ConSol CM. The customer service management (CSM) solution runs in a cluster and as a result, meets modern high availability and scalability requirements.

Benefits:

  • High availability, scalability, and ability to integrate
  • Intuitive user interface: Minimal training required
  • Fast search in the knowledge database
  • Custom reporting

“We are very satisfied with the support from the ConSol experts, both in terms of consulting as well as implementation and training. We are amazed by the flexibility of ConSol CM on a daily basis. That’s why we plan on using the solution in the internal help desk at our Austrian subsidiaries in the future.”

Niklas Wandpflug-Reiter, IT and Project Manager at UniCredit Direct Services GmbH

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