Case Studies: Serviceware Customer Success Stories

The service-based IT model of ZF shows transparently where the services are consumed, supports comparisons, and hence helps to reveal savings potentials.

As a customer service agent at Deutsche Post DHL – one of the largest logistics providers worldwide – you want all the pieces of information available to you exactly when and where you need them. The Serviceware Knowledge Base which is also accessible via browser plugin does exactly that for more than 3,500 agents!

Together with Serviceware the ALH Group takes another innovative step by integrating a digital self service chatbot into their customer communication/service system to therefore make communication faster and easier.

DFH Haus GmbH offers its customers an "all-round carefree package" for building their own home. DFH ensures smooth service processes via a Serviceware solution for Customer Service Management (CSM).

With Serviceware Processes, DFS now has a standardized, consolidated system for all corporate divisions in the field of air traffic control which meets all security requirements and makes communication significantly easier. 

The insurance group BGV Badische Versicherungen (BGV) offers insurance cover for private, corporate and municipal customers all over Germany. The necessary knowledge for a quick and reliable dealing with all customer requests is made available by BGV to its employees through Serviceware Knowledge.

Currenta implemented Serviceware Processes for internal IT service management to strengthen customer service to answer enquiries quickly and professionally for a workforce of over 3000 people.

Serviceware Performance is used as a group-wide solution for reporting of actuals, forecasts, and budgeting. It provides flexible access from remote locations and provides inidividual and precise overviews. 

Knowledge is a key part of customer service at Commerzbank given the team has access to the right information when they need it. Serviceware Knowledge is being used to bring many benefits and efficiencies. 

Palfinger manages all IT services with the Serviceware Financial solution and has reduced the worktime for settlements from 1-2 days to just 2 hours per month.

Finvis opted for Serviceware Financial to align internal services and processes. The results have seen the company save costs and match customer requirements.

LBS West implemented a central system with Serviceware Processes that controls and streamlines the entire interaction between operational departments.