Axon Ivy Supports the North Rhine-Westphalia Consumer Protection Center in Its Digitalization Strategy
Digitalization has fundamentally transformed the relationship between companies, organizations, and customers, introducing a multitude of new interaction possibilities. The Consumer Association of North Rhine-Westphalia is leveraging these digital touchpoints: the entire customer journey – from consultation and appointment scheduling to customer administration and care – is now managed centrally via a digital process automation platform. The association utilizes technology from the Swiss IT company Axon Ivy.
The Role of Digital Process Automation
To digitally map the consulting process within the organization, the appropriate technology is essential. "The introduction of a digital process automation platform is a cornerstone of our digitalization strategy," says Wolfgang Schuldzinski, Managing Director of the Consumer Association of North Rhine-Westphalia.
By digitalizing and connecting all analog processes and manual systems, interfaces and media disruptions that delay workflow are eliminated. Automation thus enables efficient work, which directly benefits customers. To streamline all internal and external consultations, the application must offer a high degree of functionality. This level of customization was not achievable with a standard system, which is why the process solution was tailored to the specific needs of the Consumer Association.
"By integrating the Axon Ivy system into the existing IT infrastructure, no information is lost, and functioning processes are not disrupted," says Rolf Stephan, CEO of Axon Ivy.
Widespread Deployment Across North Rhine-Westphalia
The software is deployed across 61 locations throughout North Rhine-Westphalia. Given that the central task of the Consumer Association is organizing and processing consultations, Axon Ivy is key to this function. The resulting streamlined and automated process is continuously adapted to individual requirements, thereby ensuring the core competence of the Consumer Association.
