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AXON Ivy supports consumer protection center of North Rhine-Westphalia in its digitalization strategy

Dusseldorf, Germany

Digitalization for consumer protection organizations

Digitalization has permanently changed the relationship between companies, organisations and customers. A multitude of new interaction possibilities have emerged. The North Rhine-Westphalia consumer protection centre is now taking advantage of these digital touchpoints: The entire customer journey from consultation and appointment making to customer administration and customer care is now handled centrally via a digital process automation platform. The North Rhine-Westphalia consumer protection center uses the technology of the Swiss IT company AXON Ivy.


In order to map the consulting process within the organization digitally, the appropriate technology is required. "The introduction of a digital process automation platform is a cornerstone of our digitslization strategy," says Wolfgang Schuldzinski, Managing Director of the North Rhine-Westphalia consumer protection center.

By digitalizing and connecting all analog processes and manual systems, interfaces and media disruptions that delay the workflow can be bridged. Automation thus enables efficient work, which in turn directly benefits the customers. In order to streamline all internal and external consultants, however, the application must have a very high degree of functionality. This would not have been possible with a standard system, which is why the process solutions was adapted to the special needs of the consumer protection centre. "By embedding the AXON Ivy system into the already existing IT infrastructure, no information is lost and functioning processes are not disturbed," says Rolf Stephan, COO of AXON Ivy.

The software is used in 61 locations throughout North Rhine-Westphalia. Since the central task of the consumer protection centers is the organization and processing of consultations, AXON Ivy ties in at this point. The resulting streamlined and automated process is continuously adapted to individual requirements and thus ensures the core competence of the consumer advice centre.

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About the North Rhine-Westphalia consumer protection centre

The consumer protection centre of North Rhine-Westphalia (NRW) is the competent service provider in consumer protection and information in the federal state of NRW. With 61 advice centres spread throughout the state, around 800,000 people seeking advice are supported every year.

For more than 60 years, the consumer protection centre has not only provided up-to-date information on user issues, but also personal advice and legal representation. The project NRW combats energy poverty" was chosen as the winner of a Europe-wide competition as a "Social Innovation Project". The consumer protection centre currently employs 815 employees".