CASE STUDY

Holzmann: Secure file and media sharing in customer support

GDPR-compliant Filehub platform for uploads, media capture, and support tickets

Project Overview

Introduction of the Holzmann Filehub for secure customer data exchange

Holzmann relied on a variety of different tools such as WhatsApp and WeTransfer for exchanging files, photos, and videos with customers, which was neither legally nor procedurally sufficient. syreta then developed the Holzmann Filehub, a central web-based solution for GDPR-compliant uploads and direct media capture in the browser. The platform automates media exchange and strengthens digital process reliability in customer support.

Initial situation

External tools without control and legal certainty

Before the introduction of Filehub, Holzmann used external services to exchange files, which allowed for quick use, but neither complied with GDPR data protection requirements nor enabled a structured assignment to support cases. In addition, there was no central option for capturing and transmitting photos or videos.

Solution

Filehub platform for upload, recording, and central assignment

Together with Holzmann, syreta implemented Filehub as a web-based platform through which customers and employees can securely and easily upload files of any kind. The solution enables direct capture of images and videos in the browser, ensuring media-neutral communication without additional apps or services.

Process today

Automated integration into support workflows

Today, uploads via the Filehub are automatically transferred to the existing ticketing system via an email interface and clearly assigned to the appropriate support case. This automated flow of information reduces manual work steps, provides clearly defined processes, and creates transparency for support teams and customers alike.

Result

Secure, faster and more structured data exchange

With Filehub, Holzmann has completely replaced external, insecure tools and sustainably digitalized the GDPR-compliant exchange of files, images, and videos. Direct integration into the existing support processes leads to faster processing times, clearer workflows, and fewer follow-up questions in customer support.

Conclusion

Digitalization creates legally compliant efficiency in the support process

The Holzmann Filehub demonstrates how the digitalization of internal and external communication processes creates real added value: through GDPR-compliant data exchange, media-neutral capture, and automated process integration with support systems that sustainably increase efficiency and customer satisfaction.

GDPR-compliant data exchange - why WhatsApp and WeTransfer are not a solution in B2B

Many companies use tools in customer support that were originally developed for private use – WhatsApp, WeTransfer, WeTransfer-like services. That is understandable: they are easy to use and have a low barrier for customers. But as a rule, they do not meet the requirements of the GDPR, offer no structured assignment to support tickets, and leave no audit-proof trail. For a company like Holzmann, which operates in a B2B environment and regularly receives technical documentation, fault photos, and videos from customers, this is a real risk – legally as well as procedurally. Filehub solves this problem with an approach that is just as easy for customers as sending via WhatsApp, but internally meets all requirements for data protection, traceability, and process integration. That is the core of good digitalization: user-friendliness and compliance are not mutually exclusive.