Consona KM Customer VMware to Present Social Support Best Practices at 2011 TSIA Conference

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Global Leader in Virtualization and Cloud Infrastructure Introduces Social Media and Knowledge Management into the Support Organization, Transforms Communication with Customers

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I’m very excited VMware is sharing their story because social media is transforming the way in which companies deliver customer service and support.

Consona Corporation (Consona), a worldwide leader in providing customer relationship management (CRM) and enterprise resource planning (ERP) software and services for companies of all sizes, today announced that its Consona Knowledge Management customer VMware, Inc. (“VMware”), the Global Leader in Virtualization and Cloud Infrastructure, along with Consona General Manager Tom Millay, will present how VMware utilizes social media for its support organization at the 2011 Technology Services World Silicon Valley conference presented by TSIA.

VMware Senior Manager of Knowledge Practices, Lynn Llewellyn, will present the session, “Using Social Support to Enhance Knowledge Sharing & the Customer Experience”. This session is based on VMware’s introduction of social media into its support organization and how it has enhanced knowledge sharing and transformed the way they communicate with customers. Llewellyn will cover the benefits they are realizing and share how their unique mix of knowledge management and social media initiatives have raised the visibility of the support organization within VMware. Llewellyn will also present a demo of the tools that VMware uses, how they measure reach and engagement, how social media and KM have enhanced VMware’s support delivery organization, and how their programs enable them to provide proactive support to their customers.

Blending social media with knowledge management enables VMware to help customers avoid situations rather than having to react.

“Last year we identified an issue that could have potentially affected a lot of customers,” said Llewellyn. “Once the Knowledge Base article was complete, we immediately broadcast a ‘heads-up’ to our Twitter followers. Then we started discussing it on our blogs. As a result, we were able to direct customers to the solution online rather than having to call into Support. There was no panic. Customers were able to say ‘help me bypass this problem’ rather than ‘this is happening, help me fix it.”

Since implementing this social strategy, VMware has witnessed exponential year-over-year growth in visitors to the Knowledge Base, a 100 percent increase in 2010 over 2009.

“I’m very excited VMware is sharing their story because social media is transforming the way in which companies deliver customer service and support,” said Tom Millay, general manager of Consona CRM. “Consona KM’s functionality aligned with VMware’s innovative projects exemplifies the impact these tools have on a support organization when leveraged correctly.”
The Technology Services World Silicon Valley conference is held May 2-4, 2011 at the Santa Clara Convention Center. Find out more about this conference by visiting http://www.technologyservicesworld.com/spring11/about.php.

Also visit the TSW Blog.

About VMware
VMware delivers virtualization and cloud infrastructure solutions that enable IT organizations to energize businesses of all sizes. With the industry leading virtualization platform – VMware vSphere ® – customers rely on VMware to reduce capital and operating expenses, improve agility, ensure business continuity, strengthen security and go green. With 2010 revenues of $2.9 billion, more than 250,000 customers and 25,000 partners, VMware is the leader in virtualization, which consistently ranks as a top priority among CIOs. VMware is headquartered in Silicon Valley with offices throughout the world and can be found online at http://www.vmware.com

About Consona Corporation
Consona Corporation is a worldwide leader in providing customer relationship management (CRM) and enterprise resource planning (ERP) software and services for companies of all sizes. Consona is dedicated to becoming a valued business partner by helping each and every customer continuously improve business processes over time. Toward this mission, Consona invests in the people, processes, technology and tools needed to provide its customers with a unique combination of customer care; product fit; a broad range of consulting, IT and business services; and industry expertise. Consona serves more than 4,500 customers worldwide and across a variety of industries, including manufacturing, distribution, financial services, health care, high tech, and local government. Battery Ventures and Thoma Bravo jointly own Consona. For further information, visit http://www.consona.com, e-mail infoATconsona.com, or call (888) 8 CONSONA.

Contact:    
Mitch Briggs    
Consona Corporation
Direct: +1 (317) 249-1620
Mobile: +1 (317) 829-4210

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