More Effective & More Efficient: EASY Rethinks Customer Service

A good product is the best prerequisite for winning new customers. Good service is indispensable if you want to ensure your customers remain loyal to your product in the long term. Now that EASY has positioned our solutions in a new and improved light in many respects, it is only logical for the company to revitalise the foundations of our customer service over the next few months.


Doing What Is Right, Doing What Is Necessary

The corporate world is all about effectiveness and efficiency. Effectiveness means doing what is right, and doing what is necessary. Efficiency means doing everything in the best way possible. This applies to support at EASY, too – and even more so in the future than ever before.

EASY is tackling the entire support process, including the whole life cycle of an incident. Our goal: employees in support should be able to concentrate on their core duties. To make sure they can, EASY is introducing a Help Desk and a Customer Care Centre (CCC), and is dividing customer service into 1st Level, 2nd Level, and 3rd Level support.


A Central Point of Contact

In the future, all support enquiries will be received first by the Help Desk. It will act as a central gateway, the single point of contact for partners and customers. The Help Desk team will also take over 1st level support tasks, but it will also do more than just accept enquiries. Instead, it will also complete preliminary analyses, and search for solutions in a database of known and solved support queries. In addition, the team will ensure that all information for quick processing of support requests be available, thereby reducing CCC or 2nd level processing time.

If it is not possible to conclude the support issue on this level, colleagues in the Customer Care Centre, representing 2nd Level support, will come into play. These are product, application, and solution specialists, who will search for answers to service questions that have never been considered before. If necessary, they will consult with product development to handle issues, who will act as the 3rd Level support team.


More Efficient and More Reliable

The advantages of this structure are clear: each specialist will only deal with their own area, and will not have to answer enquiries that are outside of their field. Support enquiries that are similar to earlier cases will be solved more quickly. And having the Help Desk as a central point of contact ensures the highest possible level of transparency and reliability.

Over the course of 2016, EASY will be establishing the structures and assembling the teams we need for these new functions. The company will rely on cooperation from our partners to do so. If we want to become more efficient and more effective along the entire life cycle of a support enquiry, we cannot leave our partners out of the equation. Their experience is indispensable in the ongoing process of improvement EASY is striving for in the area of support.

EASY HR 3.0: The Solution for Efficient Personnel Management

Previous versions of personnel management solution EASY HR 3.0 were already successful – but in 2016, we feel that the topic of digitization has truly arrived in the HR department. Division heads and employees want solutions that address this change. Companies can benefit from more efficient personnel processes – especially now that EASY has significantly expanded both the technical and functional basis of its own HR solution with HR 3.0.


Standard Processes Included

First, let’s take a look at the technical side: EASY HR 3.0 includes significantly more processes, even with default settings. Besides master data and file management, application, onboarding, and offboarding processes are also integrated. One feature that’s especially interesting for EASY partners: EASY delivers a configurator along with the solution that allows them to define additional processes in a flash. A powerful workflow engine is also included, which greatly simplifies the integration of customer-specific reports. Thanks to this tool, EASY HR 3.0 can quickly and independently adjust to even complex customer processes.


Compliance Simplified

Another great feature is that EASY HR 3.0 provides effective support in the area of Compliance. Whether a company is adhering to all requirements, of course, remains in the hands of its HR department employees, even with EASY HR 3.0. However, EASY HR 3.0 does make their lives easier. For instance, if they need to review diplomas, health certificates, or drivers’ licenses due to legal initiatives, or if additional qualifications are required, the system will request these automatically.


Significantly Slimmer & Better Performing

EASY HR 3.0 has also made quite a few improvements from a functional standpoint as well. Just as before, users can still access the HR solution from anywhere through the web. New features, on the other hand, include reporting and access management. EASY has expanded these significantly for the new version. Now, there are hardly any personnel management roles that can’t be mapped with just a few clicks. Another great feature: just as in the new EASY Archive, in HR 3.0 it’s possible to restrict installation to the functions customers truly need. This makes installation and the entire system much slimmer and better performing.


Optimized Interface

Last but not least, EASY has cleared up and optimized the interface. The result is a slimmed down interface through which it’s easy to connect to all current portals such as the Bundesanstalt für Arbeit (Federal Labour Office), Stepstone, or Monster. All in all, we’re proud to say: with version 3.0, EASY HR is more flexible, slimmer, and better than ever before.

Thorsten Eska new member of the Management Board

EASY SOFTWARE AG Supervisory Board thus expanded to two persons

Mülheim an der Ruhr – The Supervisory Board of EASY SOFTWARE AG has appointed Mr. Thorsten Eska (49) as a new member of the Management Board, effective July 1, 2016. Thorsten Eska will be responsible for the Finance, Administration, HR, Legal Services, Procurement and Order Processing departments at EASY. Together with current CEO Willy Cremers, the EASY SOFTWARE Management Board will thus be composed of two members.

“With over 25 years of experience in the IT industry, we were able to win a qualified expert in Thorsten Eska to join the Management Board. In particular, his knowledge in the Integration Management, Change Management, Compliance, Process Management, and Business Administration divisions is of great strategic interest to EASY. By expanding our Management Board, we are taking account of the previous and future growth and development potential of EASY SOFTWARE AG,” comments Oliver Krautscheid, chairman of the Supervisory Board.

He will provide fresh impetus in the two key areas of our EASY FIT program: improving processes and change management in the HR division.

As an experienced executive, Thorsten Eska will take on responsibility in the above divisions.

Thorsten Eska: “To my mind, EASY SOFTWARE AG offers very positive potential for future-oriented development, given its ECM products and its employees. With this prospect in mind, I look forward to tackling this challenging and very interesting task.”

Thorsten Eska studied business administration and worked as senior executive in various capacities at Siemens, among others, as CEO of its subsidiaries and in business management. Thorsten Eska’s recent position was in various senior executive capacities for CANCOM SE.

The Management Board

Bringing together two worlds: EASY PCM

What is a business process, anyway? It’s a question you might ask yourself from time to time – especially when you need to combine the transaction-oriented world of SAP with the document-based world of an ECM. We believe a huge potential for added value is lurking in these connections. That’s probably why EASY garnered so much interest in February when we publicized additional details on EASY PCM at our first Partner information event of 2016.


SAP? Another story altogether

SAP can sometimes seem like its own little world. Skilled SAP users can find all the information they need within the system. But it’s a common misunderstanding that projects can be mapped fully within SAP. The reality is quite different: users initiate most business processes outside of SAP, then continue them within the SAP system. They often even conclude processes outside the system too. The question, then, is how SAP-based processes can be more easily defined, controlled, and integrated into an ECM, and how they can be made available to many users through a variety of mobile devices. There’s a simple answer to all these questions: EASY PCM.


Sleek architecture, simple processes

PCM stands for Process Content Management. It always works based on one of the SAP solutions SAP NetWeaver, SAP S/4 HANA, and the SAP HANA Cloud. With standard tools from these three solutions and the EASY platform EASY nextPCM Process2Design, users can draw up processes in a flash. For example, they can use EASY nextPCM Process2Go, a toolkit packed with lots of ready-made processes for finances, personnel management, and logistics.


Works on all platforms and devices

User demands have changed over the past few years. Today, users place a high level of value on modern interfaces – including in the SAP system. That’s why more and more EASY PCM processes work on every device, right from the start – no matter if it’s a desktop or a tablet. SAP Fiori and SAP UI5 make it possible.

Here’s a tip that’s particularly interesting for our partners: while users normally sketch out business processes in a meeting, then implement them later, EASY PCM makes it possible to launch an operable prototype even during a customer pitch. When a process generates document, EASY PCM provides textual building blocks, layouts, and workflows too. It also adds decision-making aids that help users generate compliant documents, then store these in an archive. Sales kits and training documents for EASY PCM are also available now.

More information is available at

Partner information 2016: Safely meet the future with EASY

For the second time, EASY SOFTWARE AG invited partners to join its partner information event – with an excellent response. More than 500 participants from over 40 partner businesses used this opportunity to obtain information about current and upcoming developments and solutions from the software manufacturer, optionally by personally coming to the HQ in Mülheim an der Ruhr, Germany, or via live stream on the Internet. They perceived a strong EASY company, with a coherent product strategy and a clear message to its partners and the market:  EASY SOFTWARE is a modern company and prepared to meet the future.


Resorting and extending its products

At the beginning of the event, CEO Willy Cremers gave a review of 2015, another year of new departures for EASY:  “We were working not just intensely on our own structures but also resorted our products, intensively improving new, market-driven solutions.”

Following this, EASY presented its strategy, giving exclusive previews of the status of its current product portfolio. For example, our partners learned how EASY is

  • evolutionizing archiving
  • honing its EASY ECM Suite with a new release version
  • establishing Discovery
  • taking the application HR3 for personnel management into consideration, and
  • increasingly focusing on processes in SAP


Mobility at EASY

With a particularly keen interest, partners were looking at the novelties covering the topic of mobility at EASY. Project leader Marcel Rosenbaum presented initial mobile additions for the existing ECM Suite. They are used as the basis for later partner apps, facilitating faster integration of EASY Services through the Online Suite offering, such as Archive Service, OCR, or extraction.


For the benefit of both partners and customers

Partners and customers of EASY SOFTWARE AG will in future significantly benefit from the fact that EASY resorted its existing portfolio and is currently enriching it considerably. From this will result significantly greater agility, mobility, integrability, scalability, and flexibility over the entire product portfolio. Thus, a unique range of flexible and up-to-date tools is available to businesses intending to initially digitize or further digitize and automate their document-intensive business processes.

The mobile ECM Suite is coming

As part of the “next generation ECM project “SPIRIT”, EASY SOFTWARE AG succeeded in entering a strategic partnership alliance with Apinauten GmbH, an innovative startup business. Headquartered in Leipzig, Germany, the “Apinauts” have been offering a “mobile back-end‐as‐a‐service” solution called “apiOmat” in the market since 2012.


Launch in 2016

Thanks to this partnership alliance, EASY SOFTWARE AG will already be capable in 2016 of positioning offers in the market segment “Mobile ECM Suite” through which offers emerge enabling our customers to use ECM Suite solutions, in the form of specialized apps, also while traveling. Being the first ECM Suite app, “EASY Contact Mobile” will facilitate safe, site independent access to corporate contract data.


Rethinking usability

As part of EASY WORLD 2014, EASY had for the first time announced developing the next ECM generation software under the project name SPIRIT. Continuing this, EASY consequently presented the first SPIRIT mobile cases at EASY WORLD 2015. As far as the new ECM generation software is concerned, the EASY specialists have been rethinking usability of software: instead of focusing only on the software’s user interfaces, EASY tackling this topic through an integrated approach.


ECM solutions in record time

This new ECM generation software provides so-called business modules for the technical EASY ECM services which facilitate creating ECM solutions in record time, owing to simple configuration. The fundamentals of this new platform are, on the one hand, established EASY ECM services such as Archive, Rendition, OCR, etc., and data and documents. On the other hand, SPIRIT provides a wide range of new functionality and features which, particularly in the sector of document intensive processes, allow simple and efficient action. The SPIRIT platform is based on the modular design principle using different tools.

To organize its ongoing development to be in line with market requirements and hands-on practice as much as possible, EASY offers its partners the chance to contribute their ideas and suggestions to the development platform.


An intensive development partnership

In addition to integrating apiOmat into the SPIRIT Microservice framework, EASY SOFTWARE AG and Apinauten GmbH have begun further collaboration. An intensive development partnership, which already started in the form of a common kick-off event in Potsdam, Germany, is emerging as part of the ongoing development of SPIRIT and apiOmat. EASY’s commitment is designed through the corresponding agreements and contracts in such a manner that nothing stands in the way of a common and successful future.


The Microservice approach as an “app service”

The smart solution “apiOmat” allows connecting any back-end systems with phone-based devices and wearables. For SPIRIT, apiOmat establishes the connection between the ECM Suite and phone-based devices and seamlessly integrates with the SPIRIT Microservice approach as an “app service”. Besides, apiOmat is featured in the market overview of the Gartner analysts as ranking equal with the established IBM, Microsoft, Oracle or SAP solutions. Using apiOmat enables the SPIRIT project to make an initial contribution to the ECM Suite portfolio at a significantly earlier date, i.e. about two years earlier than scheduled.

Christmas donation from EASY: About €6,000 for the local initiative “WiM – Willkommen in Mülheim (Welcome to Mülheim)”

Spendenübergabe bei EASY (v.l.n.r. Martina Appold, Willy Cremers, Anoar Derbo & Steffi Tapp)Handing over the donation at EASY (from left to right: Martina Appold, Willy Cremers, Anoar Derbo, and Steffi Tapp)

The resultant sum left nearly all those involved “flabbergasted”: About €6,000 were collected in a fundraising campaign, organized by EASY SOFTWARE AG, on behalf of the local initiative “WiM – Willkommen in Mülheim (Welcome to Mülheim)”. “We’re fully aware that companies may also take on social responsibility in the current situation regarding Germany’s refugee influx so, as a Mülheim-based company, getting involved in our hometown seemed an obvious choice,” says EASY CEO Willy Cremers, commenting on this charitable donation.


“Although, like others, EASY SOFTWARE AG is unable to save the world at the last minute, we still hope that we were able to make a small contribution through our fundraising campaign to improve at least the situation of these newcomers to Mülheim. It’s simply magnificent how our employees and executive have joined forces to serve such a good cause,” adds company spokesman Joachim Brysch.


Instead of sending Christmas cards to partners and customers, EASY decided to launch a fundraising campaign this year. The organization WiM was selected from among a list of prospective beneficiaries. Under the direction of its founder, Reinard Jehles, this organization distributes donations of food, clothes and money to people seeking refuge in Mülheim from persecution and war in their home countries. More than 80 volunteers working in this local initiative are looking after people arriving in Mülheim, with many refugees themselves now being involved as volunteers.


EASY SOFTWARE AG placed a donation box at its premises which met with a positive response from its employees. Thus the “EASYans” collected a total sum of €6,079.10, which was handed over as a check by Willy Cremers and Martina Appold to the WiM executive on December 9, 2015.


“We’d never ever have thought we’d receive such a sum,” said Steffi Tapp and Anoar Derbo of WiM, visibly delighted with the Christmas donation from EASY. “The money comes at the right time and we already have a few ideas on how to actually use it”


General meeting 2015: Clear vote for Management Board and Supervisory Board

The annual general meeting of EASY SOFTWARE took place from 10:00 to 4:30 p.m. on July 9, 2015 at Stadthalle (Guildhall) Mülheim where, with an overwhelming majority of about 99 percent, the shareholders of EASY SOFTWARE AG formally approved the actions of the officiating CEO Willy Cremers (Management Board) as well as of the Supervisory Board members Oliver Krautscheid, Stefan ten Doornkaat, and Prof. Dr. Helmut Balzert for the financial year 2014. The Management Board and Supervisory Board took the opportunity to thank the departing Prof. Dr. Balzert for his consistently constructive and committed support of EASY SOFTWARE AG, which was applauded by the attending shareholders.

Moreover, the shareholders re-elected Oliver Krautscheid, chairman of the Supervisory Board, and Stefan ten Doornkaat, member of the Supervisory Board – Mr. Krautscheid in his role as chairman of the Supervisory Board unanimously in the constituent meeting. The current Supervisory Board is now completed with Thomas P. Mayerbacher, a qualified industrial engineer. Our shareholders appointed him as successor to Prof. Dr. Balzert.

Concerning other agenda items of the annual general meeting 2015 that require a vote, the shareholders of EASY SOFTWARE AG adopted the executive board’s suggestions. More details can be found in the documents on the general meeting 2015 as well here on the EASY site (please note that this information is currently available only in German language).


The Management Board

Mobile ECM solutions: why it’s good that DVB-T 1 has to go

The frequency auction for the frequencies by Digital Terrestrischen Fernsehen currently used in the first generation has begun – and already today it is being speculated how high the “digital dividend” will be, which it flushes into the State’s coffers. Nevertheless, one thing is certain: the providers of enterprise solutions should be happy about it – even if one or two of us has to get a new television.

Broadband indispensable

When companies invest in ECM solutions today, two things play an increasingly important role: on the one hand, there is the mobile access to stored documents and processes. On the other hand, there is the trouble-free connection of employees in the Home Office. In particular, companies with a large number of sales representatives in sales and customer service neither want to – nor can – do without.

Both require more than just a stable IT platform and thoughtfully designed tools. What use is the best server and the best applications when the site or the home happens to lie in one of the areas in Germany where the network expansion is taking place sluggishly or is not profitable to accomplish?

Fast network – high productivity

Then it quickly becomes clear: for a long time the stumbling block is no longer the willingness of employees to work on the move and at home in the employer’s ECM. The power of mobile ECM solutions leaves nothing more to be desired. Companies, however, are often sceptical about whether download and upload speeds are sufficient enough in the domestic work place or on the road.

Let’s make no mistake about it: the best IT tool for mobile access has acceptance problems when uploading a scanned order or other document takes hours. At the very least there is the danger that the tool does not fulfill the efficiency gains anticipated from its introduction.

Mobile communication closes gaps

4G mobile communication networks help plug provision gaps in Germany’s broadband network. According to the Federal Network Agency, the winner of the auction must undertake to ensure comprehensive broadband coverage for 97 percent of households in each state for three years, and 98 percent of households nationwide – with transmission rates of at least 50 Mbit/s. If the successful bidders can maintain this level of service, it is a good signal for the mobile use of Enterprise Content. And it is something that can be valuable for a DVBT-2 module.

EASY SOFTWARE AG donates a tree for Mülheim

April gives everything a new lease of life – at least as far as orphaned flower plots in Mülheim’s Schloss Strasse are concerned. Just in time for spring’s awakening, a new yet already grown Chinese dogwood tree is decorating once again the city’s main shopping street – thanks to a spontaneous donation from EASY.

Pflanzaktion: (v.l.) Claudia Scherrer und Dirk Hupperich von der EASY SOFTWARE AG mit Baudezernent Peter Vermeulen. Foto: Walter Schernstein.

Planting activity: (from left) Claudia Scherrer and Dirk Hupperich of EASY SOFTWARE AG, with Peter Vermeulen, head of the Environment Department.
 Photo by Walter Schernstein


A locally based company for Mülheim

“I would like to thank EASY SOFTWARE AG for its financial commitment without which adding such a tree would not have been possible. Nice to know that a local company shows such a strong and active commitment to the city,” says Peter Vermeulen, head of the Environmental Department. In tandem with EASY employees Claudia Scherrer, Dirk Hupperich and Hermann Werntgen, all of whom are natives of Mülheim, Mr. Vermeulen has attached sponsors’ labels to the pot for the “opening ceremony” now bearing the following motto, visible to everybody: “Don’t cut trees, plant them. Paperless work with EASY SOFTWARE.” The EASY employees in turn had every reason to be delighted: “As Mülheim citizens we’re glad to be active as preservers of our castle and life-givers – all this in the sense of ‘Preserve old things, and create something new’ ” was the unanimous opinion.


“Don’t cut trees, plant them. Paperless work with EASY SOFTWARE.”

“Don’t cut trees, plant them. Paperless work with EASY SOFTWARE.”

Great commitment

Originally planted in a pot, the tree had sadly fallen victim to vandalism at the time. Due to the municipality’s financial bottlenecks, it had previously not been replaced: particularly because replanting that type of plant requires some expenditure due to the plant’s size and the specially designed water storage system within the pot.


All those involved are now hoping that the numerous Mülheim citizens strolling along the shopping street every day will be able to enjoy this young plant for a long time. The conditions are good, as a Chinese dogwood tree grows up to about four meters in height; as a potted plant it will reach an age of about 15 years, even bearing eatable fruit during its flowering season from May/June.