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Business intelligence for customer service: analysis, planning and reporting of all service processes, from order acceptance to billing.

  • fast integration of all applications in after sales and customer care, whether standard software or in-house developments

  • flexible, AI-supported analysis of performance data as well as cost and financial data

  • connection to other business applications and data sources, e.g. finance, accounting, sales or production

  • service controlling for everyone, from service management to technical specialists

  • seamless transition to service planning, e.g. sales/turnover planning

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Business intelligence for service controlling.

Analytics and dashboarding seamlessly connected.

How do you eliminate errors, how do you help customers immedi­ately and econo­mically? Service controlling (customer service controlling) with Bissantz shows which technical problems or customer require­ments trigger a service and whether the existing service capacities are being used econo­mically and effectively or whether there is a lack in capacity. Our product-, process-, customer- and procedure-oriented evalu­ations provide indica­tions of the common technical causes of various defects.

They reveal error-prone work steps, excessive machine toleran­ces, insufficiently trained operating personnel, inade­quate incoming goods inspec­tion or missing or inade­quate product properties. By the way: We are a long-standing partner of the KVD (German Customer Service Association) and help to advance the service concept this way as well.

Market leaders and hidden champions trust us.

One software – many success stories.

See how customers use Bissantz in service controlling.

Deviation analysis.

The automated calculation of relative, absolute and cumulative deviations quickly shows how results differ from set targets. This creates time for strategic analyses and enables timely adjustments.

Cause analysis.

With Bissantz software, key figures can be automatically broken down into causing and compensating elements. This allows you to quickly and clearly identify the causes of deviations and take targeted action.

Trend identification.

Historical data helps to identify patterns and risks. And they provide a good basis for forecasts. Bissantz automates the calculation of historical and forecast values for faster and better results.


Good data visuali­zation ensures clarity and compre­hen­sibility. Bissantz facilitates the selection of the right graphic type, graphic place­ment, scaling and coloring with AI-supported auto­mation and according to uni­versal standards.

Early warning.

As part of exception reporting, Bissantz auto­ma­tically gene­rates exception messages and reports that are required when certain events occur or thres­hold values are exceeded in order to react quickly.

User friendliness.

Standardized data visuali­zation and the auto­mated assign­ment of names, signs, color codes, number scaling and much more make Bissantz soft­ware an intuitive tool for analysis, planning and reporting.

Which tasks does Bissantz support?

All of them – as a matter of principle: because our logic for evalu­ation and visuali­zation is universally valid. Our customers use our software for all typical service controlling (customer service controlling) tasks. They plan capacities in the service area, decide on provisions for warranty and good­will cases, the good­will criteria, edu­cation and training measures for customer service personnel, derive specifi­cations for

documen­tation and design, product improve­ments and new develop­ments and control the use of mainte­nance technicians.

Our customers use the standardized evalu­ations and visuali­zations of our soft­ware in service controlling for many other topics. These include:

  • backlog management

  • operational planning

  • repair processing

  • resource planning

  • ticket management

  • warehouse management

  • warranty processing

  • workshop control

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Which key figures does Bissantz support?

All of them – as a matter of principle: the key figures in service controlling and all other func­tions are not the by-product of opera­tional up­stream systems, but are created in a multi-stage process. They are defined and then implemented.

Data from various tables is merged, filtered and summa­rized. Our soft­ware auto­mates the necessary steps. This allows you to generate exactly the key figures you need – for example:

  • amount of damage

  • claims

  • complaints

  • customer importance

  • first-time fix rate

  • frequencies

  • goodwill value

  • parking times

  • processing times

  • productivity per employee

  • quantity

  • repairs

  • return rate

  • service costs

  • throughput times

  • time requirement

  • timeliness

  • turnover per service technician

  • type and number of tickets

  • waiting times

  • warranty service

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Which perspectives does Bissantz master?

All of them – as a matter of principle: the more charac­teristics are available for analysis, the more valuable the key figures in service controlling are. Our evalu­ation logic for service controlling and all other func­tions is there­fore always multi­dimen­sional, because it is precisely these characteristics,

often structured in hierarchies, which provide indications of possible causes or act as levers.

These characteristics are typical for service controlling:

  • customer service center

  • customer service employee

  • customer

  • disposal companies

  • error sources

  • locations

  • material

  • product

  • technical features

  • type of damage

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Which data sources does Bissantz know?

All of them – as a matter of principle: The key figures for service controlling and all other functions are usually fed from several data­bases. We query them via standard interfaces,

cleanse and combine them and pre­pare them as required for analysis, planning and repor­ting. The sources for service controlling include, for example:

  • CAQ

  • ERP systems

  • accounts receivable accounting

  • complaint management

  • credit notes

  • damage registration systems

  • operational planning

  • order acceptance

  • problem management system

  • resource planning

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