Case Study: Commerz Direktservice boosts knowledge management efficiency with Serviceware Knowledge

Commerz Direktservice handles 8 million customer contacts with Serviceware in 3 months

Commerz Direktservice, the customer center for Commerzbank, faced the challenge of establishing a unified knowledge structure across its 850 employees and various business units to handle nearly 8 million annual customer contacts. The highly dynamic nature of its content required a solution to ensure consistency. To meet this challenge, they partnered with vendor Serviceware and implemented its Serviceware Knowledge product.

The solution from Serviceware was rapidly implemented in just three months, replacing a previous labor-intensive system. The implementation involved analyzing core customer concerns and instilling transparency by having teams mutually edit and check knowledge. The results included high user acceptance due to intuitive usability and increased accountability. Serviceware's solution also provided API integrations for customer self-service portals.

Commerz Direktservice