The confectionary Conditorei Coppenrath & Wiese employs 1970 employees and is one of Europe‘s biggest manufacturers of von frozen bakery products. The product range in Germany consists of 60 items: gateaux, cakes, creamy cakes, Strudel, mini pastries, frozen rolls and baguettes.

The specialties of Conditorei Coppenrath & Wiese are enjoyed in many countries other than Germany: the Iberian peninsula, France, the Benelux countries and Great Britain. The brand is also known in the Eastern European countries Poland, Czech Republic, Slovenia, Rumania and Bulgaria. Since 2005 the cakes and gateaux of Coppenrath & Wiese can even be enjoyed in the USA.

Efficient user support with GEDYS IntraWare Service

Challenges

Unsystematic working on user requests

No transparency of the communication between the IT employee and the end user

Know How did often only exist in the IT employees' heads and was therefore not available for others

No central saving of requests and solutions

No possibilities for analysis

Results

Implementation of the GEDYS IntraWare Module "Service" including Workflow for 16 employees

Requests can be dealt with systematically and structurally

IT employees profit from solutions for already solved requests because of a continuous documentation in the Know How database

Detailed possibilities for analysis bring a clear overview of active and finished service requests

 "Since we have been using GEDYS IntraWare Service, we can deal more efficiently and transparently with our support requests. This helps us to save precious time!"

Karsten Schweer, IT Manager