IBI-aws is a customer information and knowledge search system designed to centralize customer information in within the service desk environment. With IBI-aws, users can localize customer complaints in real time, map telephone connections transparently, and immediately assign the service instructions given. Automatic archiving of records per customer or across all customers is available for quality assurance purposes. In addition, the administration before setting costs/checking or creating projects and evaluating all costs can be carried out within IBI-aws.