Consona Enterprise CRM Solution:
Providing a Holistic View of the Customer

Flaws of Traditional Methodologies
The original vision for enterprise CRM was a centralized application to manage all of the transactions, relationships, product information, selling efforts, marketing campaigns and service resolutions related to each individual customer – to attain a "360 degree" view.  Despite vast investments in time, money and resources, few enterprises of any size have attained this vision for three key reasons:

1. Inability to define the customer as they define themselves
2. Lack of product depth and breadth throughout sales, marketing AND service
3. Rising empowerment of your customers who, in our 2.0 world, are increasingly controlling when, how and if you interact with them.

The majority of enterprise CRM systems focus on the internal processes leading to the acquisition of new customers—with retention as an afterthought.  As a result, the standard naming conventions of lead / account / contact / opportunity evolved as companies rushed to implement selling methodologies, forecasting and marketing campaign management.  While such initiatives were, and still are, important, the fact is that prospects and customers increasingly think of their relationship with your organization in terms of service, not sales or marketing.

The Consona Approach
Consona offers a unique and compelling approach called service-centric CRM, which includes the Consona CRM Foundation plus advanced features your organization needs in order to provide the world-class service and support your customers demand.  Its unique capabilities focused on retaining customers and driving loyalty include:

• Industry Templates – pre-configured screens, processes and terminology for both local governments and financial service industries, including asset management, insurance, retail banking and credit unions.
• Next Generation Self Service – integrated web search and online communities with smooth escalation to assisted service when needed.
• Advanced Knowledge Management – capture knowledge as a by-product of interactions across various service channels.
• Multi-Way Chat – Empower analysts to handle up to four simultaneous chat sessions and resolve issues faster through integration with advanced diagnostics and resolution tools, including web-based remote control.
• Contextualized Selling and Marketing – understand customer intent in new ways and proactively convert service interactions to revenue.
• Relationship Hierarchies – manage highly complex relationships across departments, channels, families and 3rd party networks.
• Powerful Analytics – measure your service and support activities and outcomes with analytics that span every channel and community.