Another profitable starting point for simplifying processes in the area of customer service is in the sales of spare parts. There are many products, such as connector cables, rechargebable batteries and other such components, which most people can change on their own without the help of technically-qualified personnel. The possibility to order spare parts online therefore constitutes an attractive additional customer service option, which is also profitable for companies, since spare parts sales regularly provides a large sales margin. In order to make the job of ordering spare parts as easy as possible for customers, we recommend implementing an online spare parts identification and ordering system. Bokowsky + Laymann has created such a system, known as PlusParts. It allows you to easily identify specific spare parts with the help of exploded view diagrams and lets end customers and service agents order spare parts online. PlusParts also differentiates between parts that can be changed by absolutely anybody and those, requiring the services of qualified personnel. Moreover, additional technical information, such as installation or mounting instructions can be provided together with the spare part thus giving the customer even greater service. More information about PlusParts can be found on the internet under http://www.plusparts.de A tool for interactively finding a solution to a customer's problems with a product is the most useful feature of an innovative online service. A tool such as this would enable customers to solve technical problems themselves by going through a question and answer procedure, in much the same way as if calling a customer service hotline, provided the product has no technical faults (experience has shown that, for the more technically complex products, 80% of all calls to a hotline are due to operating and installation errors). A well-maintained and a properly prepared problem database forms the basis of an online trouble-shooting tool. Ideally, the online version should be based on the same data as is used by employees of the call center, which is always up to date. There is a large amount of work involved in all of this and this should therefore only be implemented by experienced service engineers and customer service employees with an extensive knowledge of their products. This is possibly the reason why very few manufacturers are currently offering an effective interactive trouble-shooting tool.