CANCOM ControlSeries
Manage complex workflows with ease
This is made possible by the CANCOM ControlSeries, an easy-to-use workspace with extensive features designed to provide automated support for your teams in customer support, human resources, process control, all areas of management, and feedback management.
ControlSeries AI
- Automated solution suggestions
- Multilingual communication
- Image and file analysis
- Context-aware work
The ControlSeries AI helps teams process tickets and information more quickly. It analyzes ticket content, identifies patterns, and suggests appropriate solutions. This significantly reduces response times and ensures more consistent processing.
In addition, texts can be expanded, shortened, or translated. The AI is seamlessly integrated into the existing features and works exclusively with the information for which the logged-in user has permissions.
- Ideal for IT, HR, support teams, and service portals offering 24/7 support.
- Recognizes content from images and attachments, checks for relevance, and adds relevant information.
- No data exports, no vector databasesโall queries are processed in real time.
Software that adapts to your workflows
The CANCOM ControlSeries process optimization software supports your established workflows and helps make them more efficient. Our goal is to provide you with a solution tailored specifically to your business.
With CANCOM ControlSeries, you donโt have to adapt your organization to the softwareโs specificationsโinstead, the digital solution mirrors your unique environment.
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More than 300,000 users worldwide*
Here’s how the CANCOM ControlSeries can support you
Based on your needs, we’ll create a customized setup for you.
Support
Manage Help Desk Tickets in an organized manner and assist customers
Customer expectations of companies when it comes to handling their inquiries are constantly rising. To ensure that every single member of the support team can consistently provide the best possible service across the multitude of potential touchpoints, professional software is essential. CANCOM ControlSeries supports you in your help desk operations by providing a clear structure for ticket processing and well-organized information about your customersโexactly when you need it.
Staff
Automate the retrieval of processes for new employees and maintain an overview
Professional enterprise IT requires precise user management. This is exactly where the CANCOM ControlSeries can help you greatly simplify processes and make them transparent when it comes to new hires and personnel changes. From assigning the appropriate IT equipment to managing accounts, permissions, and accessโall the way to providing clearly traceable documentationโour software solution offers a complete package.
Processes
Ensuring quality standards
Effective use of resources and ensuring the highest quality standards will be key to your companyโs economic success in the future. Through interfaces with other systems, combined with the establishment of production and quality management processes, the CANCOM ControlSeries enables you to achieve the highest standards with minimal effort.
Management
Instantly keep track of inquiries, administrative processes, and KPIs
The CANCOM ControlSeries supports you in your daily management processes. With our software, you always have a clear view of the information you already have about your business partners or customers; you can structure internal processes transparently and manage them in a defined manner, while generating objective metrics that provide you with a constant overview of your current status. In this way, we help you carry out your tasks even more effectively and successfully.
Feedback
Manage internal and external feedback
With the CANCOM ControlSeries, you can streamline your complaint and feedback management and significantly simplify your employeesโ day-to-day work. Youโll always have a clear overview of your inquiries and receive the necessary information about the customerโs status as you process them. This allows you to provide your customers with tailored information and meet their expectations for service quality.
High-performance modules
The individual modules of the CANCOM ControlSeries can be combined in any way you like and work seamlessly together. This gives you a solution tailored to your needs, so you don’t have to adapt your workflows to the software.
Ticket system
The powerful ticketing system is one of the core modules of the CANCOM ControlSeries. With our solution, you can organize both internal and external communication and make your teamโs day-to-day work significantly easier. Whether inquiries come in via email, phone, or other interfaces, the CANCOM ControlSeries routes them precisely to the appropriate department, enabling clear and straightforward processing while ensuring an even workload for your team.
Workflow automation
IIn day-to-day business operations, one cog meshes with another to ensure a steady workflow. If thereโs even a single hiccup, the entire company can, in the worst-case scenario, fall out of sync. Thatโs why our Workflow module in the CANCOM ControlSeries helps map business processes and automate their handling with consistent quality through ticket, email, or control steps. If bottlenecks occur in a process, youโll be alerted early on and can take appropriate measures to keep your system running smoothly.
Customizable user interfaces
The ServicePortal module allows users within the company to operate the software in a straightforward and user-friendly manner. Thanks to its streamlined interface, users can intuitively create tickets in the ServicePortal and easily find frequently used topics via a quick-access feature. For backend users, personalized dashboards and configurable ad hoc overviews provide an effective tool for their daily work with the software.
Asset management
One module that our customers highly value and frequently use is Asset Management, which serves as the ideal complement to tickets and workflows. By importing data from your inventory software, the CANCOM ControlSeries can unleash even more power. Different devices or items can be organized into asset classes, linked to one another within your processes, and quickly and easily filtered and analyzed at any time. A log of changes is also automatically generated, saving you valuable work time.
Find out for yourself!
With the CANCOM ControlSeries, you always stay in control and work more efficiently than ever before.
A complete overview across all devices
With customizable views, you can conveniently use the CANCOM ControlSeries in your daily work via tablets and mobile devices. This gives you an even better overview of your processes, anytime and anywhere.
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Testen Sie CANCOM ControlSeries und erfahren Sie selbst, wie รผber 300.000 Anwender ihre Effizienz bereits steigern konnten.
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Additional features
We develop the features of the CANCOM ControlSeries based on our customers’ requirements and are constantly expanding them.
Permissions management
Custom user interfaces
Integrated knowledge base
Design in your company’s branding
Custom email notifications
Optimal presentation 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