Canon Leadership Recognizes Consona Knowledge Management Deployment for Achieving Best-in-Class Customer Service

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Canon ITS Receives 2008 CAPA Honor for enabling improved customer satisfaction and achieving substantial ROI.

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It lets the customers get the answers to the ‘easy’ questions themselves, while freeing up the agents to focus on the more difficult problems.

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 the Canon Information Technology Services (Canon ITS) team was awarded the 2008 Canon Americas President’s Award (CAPA) in the Customer category based on its deployment of the Consona Knowledge Management suite (formerly KNOVA).

Each year at Canon's International Manager's Meeting, senior Canon Leadership acknowledges highly successful projects via the presentation of the CAPA. One CAPA is presented for each of the four dimensions of the Canon Balanced Scorecard, which are: Finance, Customer, Process & Learning, and Growth.

At this year’s event held in January 2009, the Consona Knowledge Management (KM) deployment at Canon ITS was recognized for achieving best-in-class customer satisfaction and saving Canon $2 million dollars per year since the solution’s implementation.

Canon ITS is the sole business unit of Canon U.S.A., Inc., responsible for providing support services for all U.S. consumers of Canon’s many products, including digital cameras, copiers, printers, fax machines, and binoculars. The support staff field about three million customer phone and e-mail contacts per year, in the form of technical support, e-mail and web-based support, service dispatch and other repair referrals, dealer referrals, accessory and supply sales, and customer relations.

Canon ITS implemented Consona Knowledge Management suite in two major phases, which entailed consolidating the content into a single, comprehensive knowledgebase, and rolling out appropriate portions of this information to the customer-facing self-service applications. As a result of this deployment, Canon ITS has enhanced customer resolution rates by 20 percent, increased call deflection rate by 29 percent, decreased e-mail escalation rate by 42 percent, and raised overall customer satisfaction scores for the knowledgebase by nine percent. These factors add up to two million dollars a year in call deflection savings for Canon ITS.

“The Consona CRM knowledge base has been a great help to our service agents and to our customers,” said Jay Lucado, assistant director of knowledge management and delivery at Canon ITS. “It lets the customers get the answers to the ‘easy’ questions themselves, while freeing up the agents to focus on the more difficult problems.”

“Through effective knowledge management we achieve an important balance between customer satisfaction and cost containment,” stated Dan Bell, Canon ITS senior vice president and general manager.

“I can’t begin to describe how thrilled I am about Canon ITS winning this award—it represents exactly why we’re in business, and exactly what we’re trying to help our customers achieve,” said Tom Millay, general manager of Consona CRM. “The Canon ITS management and support staff dedicated themselves to upgrading their customer service systems and through their hard work with the Consona team, made a significant change in their organization, and improved the company’s bottom line.”

About Consona Corporation and Consona CRM
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 the enterprise. The Consona CRM business unit, a worldwide leader in total customer management software and services, helps more than 1,500 companies across a variety of industries, including professional services, high-tech, healthcare, financial, government, telecom, retail and manufacturing, manage people, processes and technology to create a differentiated and cohesive customer experience. Consona CRM presents a full suite of functionality, including sales, service, support, and marketing automation; service resolution and knowledge management; and business process management modules. For further information, visit http://www.consona.com/crm, e-mail info(at)consona.com, or call (888) 8 CONSONA.

About Canon Information Technology Services
Canon ITS, headquartered in Chesapeake Va., is a wholly owned subsidiary of Canon USA, with approximately 118,000 employees worldwide. Canon ITS provides support services for all small office and consumer products, including digital cameras, camcorders, printers, fax machines, copiers, calculators, and binoculars, and operates within an 80,000 square foot facility and staffs in excess of 500 employees. For more information, please visit http://www.cits.canon.com/.

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