Case Study

Third-party logistics service provider AmeriCold consolidated call centers across more than 100 warehouse locations to form a centralized customer service center. In addition to generating revenue opportunities and improving customer service, the company also used Consona CRM to “go green,” eliminating 2.5 million pieces of paper and saving $1.3 million in operating expenses.

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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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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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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.

Case Study

Launched in 1868 as the UK's first investment trust, F&C now manages £98.6 billion of assets for its corporate and private clients. Its unified view in Consona Customer Management of all client interactions enables cost-effective marketing through enhanced targeting, tracking and analysis, generating improvements in business processes, service quality and repeat sales opportunities.

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Greene King, a UK-based brewing company that has been brewing beer and operating pubs for over 200 years, growing steadily from 800 pubs in 1996 to more than 2,600 today, used Consona Customer Management to rapidly expand its business through acquisition and seamlessly integrate acquired companies … all while maintaining income streams and avoiding the need for eight additional people at a savings of £250,000 per year.

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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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.

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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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After six consecutive years of double-digit annual call growth, call volume increased by only 4.2 percent year over year after QLogic implemented Consona Knowledge Management. Today, volume levels vary, but QLogic has been able to maintain the same agent headcount, even after two corporate acquisitions that added numerous products to the support role.

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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.

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.