The support team is passionate about the success of the customer base, and is very cognizant of the importance of good support to our business model.
Indianapolis, IN (Vocus) September 1, 2009
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 Made2Manage ERP software product has achieved its highest ever customer satisfaction and support satisfaction levels.
The Made2Manage ERP software users' overall customer satisfaction rate has increased each year since the software solution's acquisition in 2003. The Made2Manage product team attributes the high satisfaction ratings to continuing investment in its award-winning support infrastructure and executing on its 100 percent customer driven product development process, culminating this year with the successful release of Made2Manage Version 6.0 .
According to regularly tracked metrics, 90 percent of Made2Manage ERP software users are satisfied with their support experience, this highest-ever rating is a result of an effective and efficient Made2Manage support team, which has produced these results:
- 86 percent of all Web cases were responded to in less than two hours, up from 73 percent in the first quarter of 2008.
- 65 percent of cases were resolved within 24 hours, up from 55 percent in the first quarter of 2008.
- Average support backlog dropped by 23 percent annually since 2007.
Consona's support and education organization's proven operating model is based on the idea of support and education working together. To that end, Consona University, the company's education program, offers both live and recorded classes and tutorials for Made2Manage ERP software users. Consona has witnessed a positive customer response to its increased education offerings, with more than 16,000 course downloads.
"An educated customer receives the greatest benefit from our support organization, so it is important to have our education programs and support organization aligned," said Todd Schulte, vice president of support and education. "The support team is passionate about the success of the customer base, and is very cognizant of the importance of good support to our business model."
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.
Direct: +1 (317) 249-1620
Mobile: +1 (317) 829-4210
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