Consona CRM Solutions by Initiative

You have goals in mind for your business. Whether they are general objectives around building customer satisfaction and loyalty, or specific objectives to follow a set of industry standards, such as KCS or ITIL, Consona CRM knows your pain, and we offer a solution to help.

Offer Agent-Quality Self Service – Industry analysts report that customers who come to a website for help fail to get it more than half the time. This leads to dissatisfaction, defections, and unhappy customers in the phone queue. Our tool and expertise in solving this dilemma are unparalleled.

Implement KCS Methodology – KCS is not tied to any particular technology but it does require tools to support its practices. Consona is an active participant in the KCS initiative and our Knowledge Driven Support solution has been KCS Verified to help you meet your objectives.

Make Support a Revenue Engine – When service and support makes customers successful and happy, product use and adoption increases and you drive loyalty, referenceability, retention, and repurchase.

Enhance Your ITIL Processes – ITIL provides a proven framework for managing IT processes and running the service desk. The Consona Knowledge Driven Support solution complements and enhances ITIL with tightly integrated knowledge and service management capabilities.

Energize Your Contact Center – Agents and support professionals like solving problems and helping people—it’s in their DNA. Closely integrated case and knowledge management motivates them by helping solve problems quickly and effectively.

Transition to Service-Centric CRM – Customers don’t think in terms of opportunities, leads and contacts, which is how most CRM systems are set up. Customers think in terms of “me, my relationships and my activities with you.”

Leverage One Knowledge Platform – Customer service and support is awash in case notes, release notes, knowledgebase articles, documentation, share drives…the list goes on. Consona has the experience and solutions to manage that knowledge and create a great customer experience. 

Offer Consistent Service Across Channels – Inconsistent service and support is a fast way to erode loyalty. Consona can help you standardize great service across the web, phone support, e-mail, chat and more.

Engage Active, Online Customers – Service and support organizations have typically held tight control over each customer interaction but the web has empowered the consumer–and increased expectations. Consona solutions help you adapt and succeed in this new environment.