Since August 2003 the work of Intershop Customer Support is certified in the DIN EN ISO 9001:2015 standard.
What is DIN EN ISO 9001:2015?
The ISO 9000 family of standards is concerned with "quality management", and what a particular organization does to enhance
customer satisfaction by meeting customer requirements and to continually improve its performance in this regard.
For more information on ISO 9001, visit the International Organization for Standardization's website.
What does that mean for you- our Customers?
Andy Stephan, Director Customer Support
The department maintains a detailed documentation of all relevant processes, performs internal training sessions, and has each team take internal "quality" tests once per year.
"What drives my work is that when someone has a problem, I am most likely able to fix it. The department assures that I have the knowledge and
equipment to help.
This is what "Top Quality Support" means to me."
Nicole Mueller, Support Engineer
Top Quality Support
The Customer Support Quality Manual
The Quality Manual contains information about the department goals and key processes. It shows, how the quality of our work is measured, analyzed and approved.
Its main objective is to summarize how Intershop Customer Support meets the DIN EN ISO 9001:2015 requirements by the use of our quality management system.
You can download the Customer Support Quality Manual (revision 14) here to read it in detail.
We are up-to-date
The latest audit did take place on June 23, 2017 and we are pleased to have regained the confirmation of the certificate for another three years.
"To efficiently meet the customers' needs the team puts in their heart, soul and creativity.The department has a high motivation to continuously strive for improvement, any incident is handled efficiently, the internal processes are reasonable. Therefore, Intershop Customer Support fulfills all requirements to be certified in the DIN EN ISO 9001:2015 standard."
Mrs. Urbansky, Auditor