At Consona, we believe that one way to measure a company’s accomplishments is by the satisfaction of its customers, and we’re honored to share this mutual success story with our AXIS ERP software customers, who have clearly expressed their satisfaction with our support network
Indianapolis, IN (Vocus) March 4, 2010
Consona Corporation, 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 AXIS product line has achieved exceptional customer support satisfaction levels. AXIS is Consona’s ERP software designed specifically for the unique requirements of manufacturers and distributors in the metals, wire and cable industries.
According to regularly tracked metrics, since October 2008, AXIS ERP software customers have expressed 100 percent satisfaction with their support service experience with Consona – nearly 18 consecutive months. For the entirety of 2009, customer feedback was 100 percent positive, and has maintained this record thus far into 2010 as well. This outstanding track record can be traced back to Consona’s business model that places significant importance on providing an efficient, effectual support experience for customers, in which cases are resolved quickly and successfully. In 2009 alone, Consona handled 2100 support cases – down from 2600 cases in 2008 – with only four in backlog at the end of the calendar year. Throughout this period and into the present time, AXIS customer support is able to maintain an average of less than three days’ backlog of support cases, so issues are managed in a timely fashion and customers can continue with their business as usual.
At the backbone of Consona’s support model are the proactive educational materials the company provides through a comprehensive database of online courses, Knowledgebase articles and discussion forums in the searchable Expert network that customers can access at any time. Consona encourages customers to take advantage of this rich resource, and likewise share experiences and feedback with peers to enable information sharing among the customer base and support staff. Consona is continually augmenting this library with new material, as evidenced by the 226 new Knowledgebase articles added in 2009, and over 30 already uploaded this year. In addition, 33 new recorded classes on the AXIS ERP solution were produced in the past two years.
“At Consona, we believe that one way to measure a company’s accomplishments is by the satisfaction of its customers, and we’re honored to share this mutual success story with our AXIS ERP software customers, who have clearly expressed their satisfaction with our support network,” said Todd Schulte, vice president of support and education at Consona. “Through our dedication to improving response time, efficiency and customer resources, we’ve been able to achieve a perfect record of satisfaction for well over a year. We applaud our customers for taking the proactive steps toward prioritizing education and taking advantage of the Expert network, and are thrilled to witness our service model delivering the level of satisfaction that we envisioned.”
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.
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