Consona CRM Professional Services

Whether you're carrying out an in-depth engagement, need help with an upgrade, or require ongoing development services, the Consona CRM professional services team is your long-term partner for success. With a team of service professionals around the globe, our product experts have deep experience in account and project management, knowledge engineering, development and integration, data reporting, and quality assurance—all the skills you need to take your Consona CRM software solution to the next level and ensure success. Utilizing proven services methodologies, we will provide the tools, documentation and best practices that help prioritize your project scope and requirements, manage the process for change, as well as set project expectations.

Key services offerings include:

• KM Coaching and Mentoring - Using Consona KM to manage your organization's knowledge while you service and support you customer will be a critical ongoing mission. We recommend that you support that mission with our experienced, expert resources. Consona business consultants guide your organization in formalizing an ongoing knowledge management strategy. Consona has unmatched experience from helping to create hundreds of initiatives from the ground up. Consona Consultants address your needs from two distinct angles:

  Application-independent - KM is a discipline which does not mandate software. Many success factors are unrelated to the Consona KM system itself… they are deeply rooted in best practices, role definition, training, adoption practices, metric measurements and internal processes.
  
  Application-specific - Knowing the value of hands-on experience, we offer mentoring workshops to facilitate best practices with Consona KM. We will tailor the workshops to your specific needs and recommend process practices to maximize the value of your investment.

• Health Checks -The Consona CRM check-up program helps customers ensure a high level of organizational alignment with their Consona Customer Management and Consona Knowledge Management implementation. By streamlining operational processes with Consona CRM solutions, your organization will benefit from improved customer-facing operations and communications, resulting in improved ROI and customer satisfaction.
  
  This functional analysis examines the alignment of business processes with existing system configuration. The outcome is an inspection report, which provides observations, findings, and recommendations, including the identification of observed issues, problems, and inefficiencies along with the apparent causes of each. Ideas will be provided for improving process efficiencies and seizing opportunities that can be realized through better utilization your Consona CRM solutions. 
  
  
• System Audit – Like any other critical system, your Consona Knowledge Management implementation requires regular maintenance. In order to keep the KM system up-to-date and deliver the best user experience, you have to tune the Knowledge Model on a regular basis based on feedback from your users, the usage of the system, addition of new products, updates to terminology, and so on.
  
  Consona offers an onsite knowledge audit focused around a search experience tune-up. The resulting knowledge audit report includes an explanation of the current issues and causes around search and user satisfaction along with specific recommendations for improving search results A component of the written report, and when possible the on-site audit, is knowledge transfer so that you continue to tune the system.
  
  
• Application Maintenance - Consona Application Maintenance Services provides tailored service-level agreements (SLAs)that support your application requirements. Consona will assign a dedicated technical account manager to your program to manage all services related to your Consona CRM application. Your technical account manager will also work on your behalf with our customer support and engineering teams to troubleshoot and escalate technical issues. Your SLA covers system help, system control, customization care, and IT management.
  
  The service provides guaranteed availability of dedicated skilled technical account manager to improve system reliability, reduce unplanned system downtime and augment your own team.
  
  
• Application Administration and Application Administration Plus- The Application Administration service provides direct maintenance of your system so that you don't need to dedicate your own staff to ongoing administrative tasks. It's a simple explanation for a complete service, but that is the goal… to simply your day-to-day interactions and maintenance of your implementation. The Application Administration Plus adds customization and upgrade support to the basic service.
  
  
• Business Concierge - With this service, Consona CRM provides a dedicated business consultant to provide proactive consulting services to your organization for a given number of hours per week. This service is provided for an initial duration of twelve months or longer. In essence, the business consultant will be an extension of your team supporting the Consona Customer Management and/or Consona Knowledge Management solution(s).
  
  The business concierge will participate in monthly review calls and on-site quarterly review meetings with business owners of the system and key members of your IT staff. He or she will provide recommendations on the prioritization of enhancements to maximize return on investment, as well as recommendations on potential solutions to pain points that have been raised by the business community.
  
  He or she will also attend meetings as the expert on Consona CRM solutions currently implemented and will assist with business process analysis and mapping of those business processes into the Consona CRM solution.

If you are interested in learning more about Consona CRM professional services, please contact your sales representative or customer account manager.