Optimized Customer Service Thanks to ECM

Taming the flood of information

When it comes to small built-in appliances for the kitchen, ritter is one of the top manufacturers in Germany. The medium-sized company develops, designs, and produces exclusively in Gröbenzell near Munich. ‘Made in Germany’ is thus more than a statement of origin – it also attests to the company’s high quality standards and the products’ modern and functional design. The approximately 80 employees generate annual sales of around €10 million.

The challenge: The key motivation behind the decision to purchase an ECM solution was the excessive use of paper in customer service. Complicated processes, a large number of copied paper documents, and time-consuming searches slowed down work substantially. The objectives were to accelerate the flow of information and to improve internal, cross-departmental collaboration. Faster document retrieval and central, secure archiving of data were also at the top of the wish list.