Case Study: Commerz Direktservice achieves faster, consistent knowledge management with Serviceware Knowledge

With almost 8 million contacts a year, the customer call centers at Commerz Direktservice required first class knowledge management to respond quickly and precisely

Commerz Direktservice GmbH, the digital customer center of Commerzbank, handles almost 8 million contacts a year and needed a faster, more consistent way to manage knowledge across teams and service channels. With knowledge growing constantly and multiple user groups needing precise information in real time, the company turned to Serviceware Knowledge for a modern knowledge management approach.

Serviceware Knowledge implemented a structured knowledge solution in just three months, including API integration for customer self-services in the web and voice portal. The new setup improved consistency, performance, and user acceptance by involving editors and division heads in the process, helping Commerz Direktservice replace a labor- and cost-intensive legacy system with a more intuitive and scalable one.

Commerz Direktservice

Nicolai Hardt

Head of Digitization and Development