The system's management controls force us to do things right the first time, and that's key to good customer service.
Las Vegas, NV, Indianapolis, IN and Atlanta, GA (Vocus) October 16, 2008
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 at its premier customer conference, Consona Connect, that Americold, an Atlanta-based third-party logistics provider and Consona CRM user, is the 2008 recipient of the software provider's Summit Transformation Award.
The Transformation Award, part of Consona's annual Summit Awards, honors a customer that has been able to either reinvent its business or achieve a strong return on investment in a relatively short period of time. Recipients of the award submit both qualitative and quantitative data that illustrate how the solution has impacted the customer's business model or overall business performance. Award recipients display significant business improvements and changes, such as unprecedented customer satisfaction levels, the introduction of new products and services, or increased sales.
In 2005, Americold converted from a warehouse based decentralized customer service model to a centralized call center center operation in Atlanta, GA. In consolidating the operations, AmeriCold made minimal changes to the order management process, and installed Consona Customer Management as a ticket management system for service requests. In 2006, the company began the transformation process from a call center to a service center. By early 2007, the decision was made to "go green" and convert from paper-based order processing to paperless order processing.
Over time, Americold's Consona Customer Management implementation has helped the company realize the following returns:
- Reduced delays in handling orders, virtual elimination of "lost" orders, and improved responsiveness and customer service.
- Handled eight percent more orders with 37 percent lower staffing in the service center.
- Reduced errors resulting in $350,000 savings per year in additional freight and handling.
- Eliminated 2.5 million pieces of paper, contributing to $1.3 million reduction in operating expenses year-to-year (20 percent reduction). On target to save an additional $500,000 in 2008.
- Discovered new revenue opportunities by capturing and tracking billable events.
"We have a real-time view into everything that is going on in the service center," said West Hutchison, vice president, Americold. "The system's management controls force us to do things right the first time, and that's key to good customer service."
"We are thrilled to honor Americold with a Summit Award for some absolutely tremendous achievements," said Jeff Tognoni, CEO of Consona. "Americold sets a standard for the commitment it takes to gain maximum return on a business system investment. The growth and success this company has achieved with our support reminds all of us at Consona why we're in business."
About Consona Corporation
Consona Corporation (Consona, formerly known as M2M Holdings Inc.) 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 info @ consona.com, or call (888) 8 CONSONA.
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