Increasing Customer Numbers

How Stollfuß Medien was able to improve the efficiency and service quality in support

User: Stollfuß Medien GmbH & Co.KG
Business: Software for tax consultants, accountants, auditors
Business area: nationwide
Employees: 125

Task: Introduction of a management system for support due to increasing customer numbers and improvement of service quality and efficiency
Solution: KIX Pro 17

"Our customer numbers are currently increasing significantly", reports Dieter Baur. Stollfuß Medien's customers mainly include tax consultants, auditors as well as the tax departments of corporate groups or accounting offices. "These are very demanding customer groups that have the highest demands on technical and professional support," adds the Head of Quality Management & IT. After all, Stollfuß customers also have to pass on the corresponding quality to their clients.

For its growing clientele, Stollfuß Medien consistently pursues a "one-stop strategy": In the future, the company will continue to offer all working tools from a single source - from complete software solutions from the cloud to specialist information on tax law, labour law, accounting law as well as the related areas of law in online portals to printed specialist information.
Stollfuß Medien has its own software development and offers its own technical and professional STOTAX user support.

However, with the service systems used so far, the company reached its capacity limits: After Stollfuß Medien had initially developed its own solutions based on Microsoft SQL Server, a purchased support database was later used and finally the ticket system OTRS Community Edition.

"To meet the current development with quality and efficiency, we chose KIX 17 from cape IT." To support the technical and professional support on the STOTAX user side, OMQ was integrated in 2015, an AI-based, dynamic help page with questions and answers similar to an FAQ. It automatically generates suitable answers and thus relieves the support staff.

Thanks to the open architecture, the numerous functions can be integrated into the existing infrastructure in a stable and reliable way. "The employees have had no problem familiarising themselves with the KIX service system," reports Baur. In addition to the intuitive usability, Baur also sees a strong argument in the price: "Compared to other systems, KIX is extremely cost-effective."

In his eyes, however, a special plus - especially in times of Corona - is the possibility to work flexibly: "The open source software also proves itself in the home office," says the head of QM/IT at Stollfuß Medien. "Since KIX is a complete web application, the short-term conversion of support staff to home office and the integration of external service providers was realised smoothly."

Since 2019, the CMDB (Configuration Management Database) has also been used for internal IT. The database enables access and management of configuration items such as servers, computers, IT services, telephones and network components.

Baur would like to continue working with cape IT. "The cooperation with cape IT was extremely cooperative." he sums up. "Even after the introduction and conclusion of the maintenance contract, we always felt well advised and supported." The next step is to expand the interaction with the central merchandise management system. In addition, there are considerations to offer customers a web frontend.

With the online application, users can access STOTAX services via their internet browser and without installing it on their own computer. Baur happily mentions the immense improvement in quality and efficiency in support that the company is experiencing through KIX. Not only the customers are satisfied. Today, as in the past, the family business is in the best possible position. According to its motto: Ready for the future.

Status: 2021