CANCOM ControlSeries
Manage complex workflows with ease
This is achieved with CANCOM ControlSeries, an easy-to-use workspace offering extensive automated support functions for your teams in areas such as support, human resources, process control and all types of management as well as feedback management.
Software that adapts to your processes
The CANCOM ControlSeries process optimisation software supports you in your established workflows and helps to make them more efficient. Our goal is to provide your company with a tailor-made solution.
With CANCOM ControlSeries, you don’t need to adapt your organisation to the software specifications; the digital support adapts to your unique environment.
Save time & increase efficiency
Tailor-made solution
Personal support
Stress-free setup by us
Affordable pricing model
More than 300,000 users worldwide*
How CANCOM ControlSeries can support you
We will create a customised setup based on your needs.
Support
Manage helpdesk tickets in a structured manner and assist customers
Customers’ expectations of how companies handle their enquiries are constantly rising. Given the multitude of possible touchpoints, professional software is essential in order to be able to offer the best possible service at all times through every single member of the support team. CANCOM ControlSeries helps you manage your helpdesk with clear ticket processing and easy access to customer information.
USER
Automate processes for new employees and maintain an overview
Professional corporate IT requires precise user management. CANCOM ControlSeries can greatly simplify and streamline these processes for new hires and personnel changes. Our software solution offers a complete package, from allocating the appropriate IT equipment to managing accounts, authorisations and access rights, and providing clearly traceable documentation.
Processes
Ensure quality standards
The effective use of resources and the maintenance of the highest quality standards will be key to your company’s future economic success. CANCOM ControlSeries enables you to achieve the highest standards with minimal effort through interfaces to other systems and by defining production and quality management processes.
Management
Keep requests, administrative processes and KPIs under control
CANCOM ControlSeries supports you in your daily management processes. With our software, you can easily access information about your business partners or customers, structure internal processes transparently, process them in a defined manner and generate objective key figures that provide a constant overview of your current situation. This enables you to perform your tasks even more effectively and successfully.
Feedback
Manage internal and external feedback
With CANCOM ControlSeries, you can streamline your complaint and feedback management processes, making your employees’ daily work much easier. You always have an overview of your enquiries and receive the necessary customer status information directly during processing. This allows you to provide your customers with personalised information and meet their expectations of service quality.
High-performance modules
The individual modules of the CANCOM ControlSeries can be combined as required and work together seamlessly. This provides a customisable solution, meaning you don’t have to adapt your processes to the software.
Ticket system
The powerful ticket system is one of the core modules of CANCOM ControlSeries. With our solution, you can organise internal and external communication, making your team’s daily work much easier. CANCOM ControlSeries forwards enquiries arriving by email, telephone or other interfaces to the right department, enabling clear and uncomplicated processing and an even workload for your team.
Workflow automation
In everyday business life, each cog meshes with the others to ensure a steady workflow. If there is a problem at just one point, the entire company can be thrown off track in the worst case scenario. Our CANCOM ControlSeries workflow module helps you map and automate business processes consistently and efficiently, using tickets, emails or control steps. If a process becomes bottlenecked, you are notified early on and can take appropriate measures to keep your system balanced.
Customisable user interfaces
The ServicePortal module enables company employees to use the software in a simple and intuitive way. Thanks to its minimalist interface, tickets can be created intuitively and frequently used topics can be accessed quickly. Users in the backend can benefit from personalised cockpits or configurable ad hoc overviews, which are effective tools for their daily work with the software.
Asset management
One of our customers’ favourite and frequently used modules is asset management, which is the ideal complement to tickets and workflows. Importing data from your inventory software enables CANCOM ControlSeries to offer even greater functionality. Different devices or items can be organised into asset classes and linked to each other in your processes, and can always be filtered and evaluated quickly and easily. Changes are also logged automatically, saving you valuable time.
Personnel & customer management
Our personnel and customer management module allows you to maintain an overview of all relevant information and authorisations. Internally, you can smoothly handle standard processes such as hiring a new employee with the associated IT tasks. Externally, you have an overview of the communication history for each of your customers.
See for yourself!
With CANCOM ControlSeries, you always remain in control and work more efficiently than ever before.
Full overview on all devices
Thanks to its individually configurable views, CANCOM ControlSeries can also be used conveniently in your everyday work via tablets and mobile devices. This provides an even better overview of your processes at any time and from any location.
Jetzt testen
Testen Sie CANCOM ControlSeries und erfahren Sie selbst, wie รผber 300.000 Anwender ihre Effizienz bereits steigern konnten.
Individuelle Einrichtung durch uns
Persรถnliche Betreuung
Unbegrenzte Nutzer
Additional features
We develop the CANCOM ControlSeries functions based on our customers’ requirements, constantly expanding them.
Rights management
Custom user interfaces
Integrated knowledge base
Presentation in your corporate design
Custom email notifications
Optimal display on all devices
Detailed reports and analyses
Email interface
Custom automation rules
โWe quickly recognised the advantages of the system and integrated our first internal company processes using ControlSeries workflow management.
We have planned further expansion options for the future. For example, the asset system is currently being expanded to include internal information for external service providers.โ
The Dernbach Group comprises more than 20 companies and holdings in its holding company. Its core competencies are concentrated in the subsidiaries Katharina Kasper ViaSalus GmbH and Katharina Kasper ViaNobis GmbH. With around 6,300 employees, we are active in the fields of medicine, care for sick and vulnerable people, care for people with mental or intellectual disabilities, and care for young people and children. Our facilities are located in Hesse, Rhineland-Palatinate and North Rhine-Westphalia.
The goal
As the IT department, we are responsible for all digital processes at Dernbach Group Katharina Kasper facilities. As an organisation-wide service provider, we support the digitalisation of all processes and areas by providing innovative solutions. Our goal is to maximise process and service quality while ensuring the highest possible performance and security. Our tasks range from planning system architectures to providing user support, making them as complex as they are varied.
The use of ControlSeries
In September 2019, we introduced ControlSeries as a dedicated IT helpdesk. This enabled us to bundle all IT requests across locations and process them in a controlled manner in the respective departments. We quickly recognised the advantages of the system and integrated the first internal company processes using ControlSeries workflow management. In addition to internal IT processes, other processes, such as the onboarding of new employees, have also been integrated across departments. Once ControlSeries was fully integrated in the IT department, we expanded its use to other departments, such as facility management.
The future
We have further expansion plans for the future. For example, the asset system is currently being expanded to include internal information for external service providers. This information will later be included in the respective tickets via automated ticket connection, making it easier and more organised to process the corresponding tickets.
Tobias Lauterborn
Head of IT
โWe currently use ControlSeries to process online forms that are sent to us from the rlpdirekt portal. Forms are now processed and documented directly in ControlSeries.
In addition, emails from the special government mailbox are automatically retrieved and also imported into the ticket systemโ
The Vordereifel municipal administration currently has around 70 employees and has been using ControlSeries 5 since the beginning of 2020.
The goal
At the end of 2019, the municipal administration approached S&L, together with various other local municipal and city administrations, to implement the federal government’s digitisation mandate and digitise internal and citizen processes. Thanks to several years of successful collaboration with previous employers, the IT staff were already familiar with ControlSeries, knowing it would optimally map our processes and that S&L had the necessary expertise to optimise them.
The purpose of use
We currently use ControlSeries to process online forms that are sent to us from the rlpdirekt portal. Forms such as dog licence registration and deregistration, applications for free learning materials and many other forms are now processed and documented directly in ControlSeries.
In addition, emails from the special government mailbox are automatically retrieved and also imported into the ticket system. We also use ControlSeries to structure, digitise and document internal processes. The first fully digital processes are about to be released. ControlSeries will also be integrated into further processes in the future.
S&L and the municipalities are continuing to liaise with the rlp-Direkt provider in order to define additional common interfaces and thus further optimise the processes.
โIn addition to handling daily consumer inquiries, reported complaints are also documented in the system, categorized by brand, product, and packaging unit, and forwarded for processing to an existing SAP process within the company. The system also enables us to document all inquiries, along with the associated internal and external communications in full compliance with data protection regulations.โ
For more than 15 years, the Bitburger Brewery Group has relied on the S&L ControlSeries. Originally introduced as a pure IT helpdesk, the system has since become established in many parts of the company and now maps well over one hundred different processes.
In 2017, the ControlSeries was also integrated as a dedicated instance for consumer services. In six responsible teams, employees at the various Bitburger Brewery Group sites use the ControlSeries to communicate with end consumers. All consumer inquiries received via telephone, email, online forms, and other channels are recorded in the system and categorized consistently.
In addition to daily consumer enquiries, reported complaints are documented in the system and categorised by brand, product and packaging unit. They are then forwarded to an existing SAP process within the company for processing.
Combined with categorization and automated form identification, inquiries are assigned and processed according to topic. With the ControlSeries, we were able to significantly reduce our response times. The system also allows us to document all inquiries, along with the associated internal and external communications, in full compliance with data protection regulations. In addition, we can specifically evaluate incoming inquiries and identify trends or clusters at an early stage.
Christina Schommer
Head of Consumer Communications
โAt St. Raphael Caritas Alten- und Behindertenhilfe GmbH, we employ over 1,400 staff members across 40 locations in the districts of Ahrweiler, Bernkastel-Wittlich, Cochem-Zell and Mayen-Koblenz. Over 1,700 disabled people and elderly individuals use our facilities. This makes us one of the largest social service providers in northern Rhineland-Palatinate.โ
The ControlSeries has been in use with us since version 3. In addition to the classic IT helpdesk, we use the ControlSeries to map our processes in the form of workflows. Thanks to the strong integration with Active Directory, all relevant employee data is displayed directly in the ticket. This makes it easier for us, as an internal IT service provider, to organize and plan on-site assignments at the respective locations.
Since the introduction of the User Service Portal in ControlSeries 4, our users have been able to report incidents or request support even more easily and in a more targeted manner. The granular permission system allows us to integrate key users into the service processes. These key users now support their colleagues with questions regarding specialist applications.
With the upgrade to ControlSeries 5, in combination with the use of the solution database, we are able to further improve service quality for our users. Thanks to the simple creation of forms and associated workflows, we will continue to drive forward the digitalization of our processes.
Whenever questions or problems arise, the employees of S&L BusinessSolutions GmbH provide us with timely and competent support, just as they do in advancing the digitalization of our processes.
โInitially, the ControlSeries was used solely as an internal ticketing system. Over time, it was adapted to meet our specific requirements. In the meantime, we have also mapped many individually configured workflows within it. Recently, internal time allocation has also been integrated into the ControlSeries. This allows us to generate a report at the end of the month with minimal effort, listing the corresponding order numbers alongside the time spentโ
We have been a satisfied customer of the ControlSeries for more than 15 years, first as the IT department of Stadtwerke Neuwied GmbH and now as the independent IT service provider Confer IT GmbH.
Continuous development
Initially, the ControlSeries was used solely as an internal ticketing system. Over time, it has been adapted to meet our specific requirements. Today, we also manage many custom-designed workflows within the system. We are currently implementing a procurement workflow that covers the entire process, from ordering to inclusion in asset accounting and, eventually, the disposal of assets. This will enable us to accelerate processes and save valuable resources.
We maintain our inventory โ such as PCs, monitors, notebooks, etc. โ within the Asset Module. For this, an interface to our RX-Inventory system was created, allowing devices to be automatically recorded and assigned to users. Devices available for loan can be requested by our customers through a workflow. Booked devices are integrated into Exchange calendars and automatic notifications are sent for distribution, pickup and return.
External integrations
We have also integrated our customers โ mostly regional utility companies โ into our ticketing system, allowing individual departments to manage their own areas and process tickets independently. The ticketing system also serves Confer IT as a form of documentation, for example for the assignment of permissions and procurement processes, and has become a valuable FAQ for our staff. When inquiries from auditors or customers arise, simple reports can be generated. For issues that have occurred previously, keyword searches make it possible to find documented solutions quickly and resolve problems more efficiently.
In addition, internal time tracking has recently been integrated into ControlSeries. At the end of each month, a report can be generated with minimal effort, listing the relevant order numbers alongside the time spent.
Always in good hands
The excellent collaboration between Confer IT and ControlSeries is characterized by outstanding support and fast response times to inquiries or issues.
Thorsten Wittich
Managing Director Confer IT
โThe simple integration of additional systems via interfaces enabled us to enrich ticket and asset data with further information. This allows our users to focus on processing their respective workflow steps without having to gather information from different systems.โ
At DiaSys Diagnostic Systems GmbH, we have over 30 years’ experience developing and producing reagents and systems for clinical laboratories in more than 100 countries. Our portfolio includes over 90 clinical chemistry and immunoturbidimetric reagents for routine and specialised diagnostics, along with the relevant calibrators and standards. Our product range also includes fully automated clinical chemistry analysers, semi-automated instruments and point-of-care (POC) devices for near-patient diagnostics.
Long-term Partnership
We have been using ControlSeries since its second version. Over the years, we have continuously expanded its application: starting with the classic service desk, through workflow mapping in the areas of IT and human resources management, support in change management, up to the complaint management system for our devices and reagents.
Integration of Software Solutions
To fully meet our requirements, we also use the ControlSeries Asset Module. Combining ControlSeries with asset management enables us to map our internal and external processes comprehensively. Simple integration of additional systems via interfaces allows us to enrich ticket and asset data with further information. This allows our users to concentrate on carrying out their workflow tasks without having to gather information from different systems.
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Employees at S&L Business Solutions GmbH have always supported us with advice and assistance, providing fast and straightforward help.
Alexander Schwarz
Head of IT / Authorized Signatory
โThe Kreis Bergstraรe has been using ControlSeries since 2008 and recently migrated to version 5. Thanks to the continuous development of the product, we are using ControlSeries in more and more areas.
Version 5 represents further progress in the development of ControlSeries, as it offers us many new possibilities, particularly in terms of organisation, the user interface and its administration.โ
With around 1,300 employees, the Bergstraรe district is one of the largest employers in the Rhine-Main-Neckar economic region. It also includes 74 district-owned schools, managed by its own school and building management department. The district has been using ControlSeries since 2008 and has recently migrated to version 5. Thanks to the product’s continuous development, we are using ControlSeries in an increasing number of areas.
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The goal
When ControlSeries was first introduced, it was intended for use as an internal IT helpdesk and for providing IT support in district schools. However, the workflow module quickly enabled the digitisation and structuring of other cross-departmental processes, such as the recruitment of new staff, staff transfers and the procurement of office furniture.
ControlSeries under special requirements
Even during the Covid pandemic, S&L had a solution ready: We were faced with the problem that rooms could only be occupied by a certain number of employees. S&L had the same problem, of course, and developed a room booking system for office spaces that we were then able to use ourselves.
Easy update options
As part of the switch to version 5, we recently completely revamped our ControlSeries. We reviewed, optimised or replaced old, established adjustments and configurations with new solutions in ControlSeries 5.
Version 5 represents a significant step forward in the development of the ControlSeries, offering us many new possibilities, particularly with regard to organisation, the user interface, and its administration.
Markus Hรถrner
Modern administration, e-government and IT
โWe started by implementing โnew car salesโ process. As simple as it may sound, this involves many interlinked steps that must be completed without causing waiting times for our customers. Streamlined processes are not only economically beneficial but also ensure the satisfaction of our customers.โ
With currently 34 car dealerships representing Volkswagen, VW Commercial Vehicles, Audi, Porsche, ล KODA, SEAT and CUPRA at 14 locations in Rhineland-Palatinate, North Rhine-Westphalia and Hesse, we are one of the largest automotive dealership groups in Germany. We have been using S&L’s ControlSeries ticket and workflow system for over a decade now.
The goal
Our motivation was to provide meaningful technical support for recurring processes within our operations and to make the results measurable. We started by implementing the โnew car salesโ process. As simple as it may sound, this involves many interdependent steps that must be completed without causing waiting times for our customers. Streamlined processes are not only economically beneficial but also ensure customer satisfaction.
The next logical step was the return of leasing vehicles. Here, too, everything has to run like clockwork: coordinating appointments with customers and assessors, handling contracts, deregistration, and last but not least, the marketing of the used vehicle.
With online trade constantly on the rise and the increasing number of vehicle platforms, the need quickly arose to automatically route inquiries to the individual sales teams at our various locations.
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The benefits
All online inquiries are collated in ControlSeries and forwarded to the appropriate location based on the vehicle number. ControlSeries accesses our vehicle inventory and determines the necessary data.
The integrated escalation management system ensures that the inquiry is processed as quickly as possible. If the target operation is busy, the inquiry is forwarded to other teams within a short time. Last but not least, we also use the S&L ControlSeries in our customer communications. Here, too, the integrated mail interface is a simple but feature-rich tool for keeping track of things and documenting communications.
Andreas Mรผller
Head of New Car Sales
โWe have been relying on the S&L ControlSeries for 12 years. Iinitially introduced as an IT helpdesk, it has since been expanded into a company-wide internal task management and communication tool.
As well as the software itself, we particularly value the personal contact and the excellent support we receive when we have questions or issues.โ
For four generations and more than 120 years, we have been offering our customers exciting vehicles and outstanding automotive services.
A fascination with cars, a love of craftsmanship, but above all the joy of fulfilling customer wishes and delivering first-class quality work โ that is the formula that motivates us every day at our nine locations in Hesse and Thuringia.
Implementation
We have been relying on the S&L ControlSeries for 12 years. Initially introduced as an IT helpdesk, it has since been expanded into a company-wide internal task management and communication tool. Beyond marketing, it is now also used for facility services, personnel management, investment planning, and more.
Starting with version 3, the ControlSeries has been in continuous use. After version 4, we have been working with the current version, CS 5, since 2020 โ now implemented at all SCHADE GmbH sites, including both subsidiaries.
Automation
Connected to our mail serverโs mailboxes, more than 60% of tickets are created automatically via email and then further processed and routed to the appropriate teams within the ControlSeries. As a result, the number of tickets has significantly increased in recent years.
In addition to the software itself, we particularly value the personal contact and excellent support we receive when we have questions or problems. Furthermore, we have also been working with the S&L Group in other areas, such as SharePoint, for quite some time.
Heiko Mรถnch
Head of IT
* On 1 August 2022, the S&L Group officially became part of the CANCOM Group. All customer references were transferred from the former S&L Group. This text has been left in its original form.