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Case Study |
The world’s fifth largest software infrastructure company is serious about customer service and relies on Consona Knowledge Management to help keep customers happy. Their innovative use of social media enhances support by adding proactive and interactive customer contact opportunities. |
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Case Study |
With nearly 92 million customers and over 40,000 service reps, Verizon Wireless has to be acutely focused on having the right answers, quickly, when customers call in with questions or when they need a little help getting their phone set up or choosing the right plan. Consona Knowledge Management is central to all of Verizon's initiatives to improve customer service while controlling costs. |
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Case Study
Press Release |
Canon ITS (Canon USA’s support company) enhanced customer resolution rates by 10 percent, increased call deflection to self-service by nearly 20 percent, and decreased e-mail escalation rates by 42 percent using the Consona Knowledge Management suite from Consona CRM. |
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Case Study |
Non-profits can multiply their effectiveness with technology, but are often hard pressed to acquire the technology they so badly need. Conversely, many companies would like to donate equipment and software to worthy non-profits, but find it difficult to identify appropriate candidates. TechSoup makes these connections with the help of Consona CRM. |
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Case Study |
CQ University recouped its investment in integrated case and knowledge management in just nine months, while leveraging superior customer service to lead the drive into new markets and new sources of revenue. Logging 26,000 student cases in the first six months, self-service deflection rates are up from 39 percent at the start to 70 percent six months later, all while saving money and supporting growth and greater satisfaction. |
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Case Study |
After achieving an ROI in just three months, CNH, a global leader in agricultural and construction equipment, used Consona Knowledge Management to capture 45,000 knowledge objects, representing over 3,300 product models—each one translated into six different languages. |
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Case Study |
Using Consona Knowledge Management, ParTech, a leader in point-of-sale systems for the restaurant, hospitality and retail sectors, improved its ability to support more than 45,000 systems in over 100 countries, including reducing average handle times by 30 percent, decreasing escalation rates by 25 percent, and saving approximately two minutes per call. |
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Case Study
News Article |
South Carolina Federal Credit Union (South Carolina Federal), one of the top 100 credit unions in the U.S., is reorganizing delivery of services and building its information infrastructure around Consona Customer Management to provide better service to its members. |
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Case Study |
Contact Islington, a 24x7 service center and local government authority, significantly improved survey ratings and call resolution percentages within 18 months of implementing Consona OneServe Citizen Management—helping the center achieve the highest percentage rise in customer satisfaction in London. |
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Case Study |
Australian Central Credit Union, one of the nation's leading mutual financial institutions, has built its competitive advantage on the back of Consona CRM to facilitate member intimacy by empowering frontline staff to have a continuous conversation with members, transforming the business and driving increased member satisfaction levels. |
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Case Study |
The College Network, a provider of collegiate-level online education, used Consona Customer Management to develop proactive and personalized marketing programs and double call center productivity. |
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Case Study |
Since opening as Auckland Savings Bank in 1847, ASB has made a priority of harnessing technology to support expansion of both services and transactional volume of business. Leveraging Consona Customer Management provides ASB’s 3,000 staff users and 400 call centre operators an integrated, singular view for the more than one million active customers they track. It also enables staff to pursue targeted marketing activities, as the system triggers representatives to contact customers when relevant opportunities are flagged. |
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Case Study
Press Release
News Article |
By implementing Consona OneServe Citizen Management as a component of its Customer First program, Medway Council, a local government authority, achieved complete contact center centralization and saw a return equal to £775,000 over five years. |