Our aim is to stay in front of customer service trends to meet ever-evolving challenges, and when we see customer satisfaction rates at these levels, we’re proud that our hard work is transforming into a great customer experience.
Indianapolis (Vocus) December 15, 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 DTR product support has achieved exceptional support experience satisfaction levels. DTR is Consona’s ERP software designed specifically for the unique requirements of plastics processors.
Consona places significant importance on effective, efficient customer support, as well as providing educational and training resources. This focus has resulted in excellent satisfaction rate for DTR customer support.
According to regularly tracked metrics, 94 percent of DTR users were satisfied with their support experience in 2008, and thus far in 2009 this satisfaction rate has increased to 96 percent, thanks to a laudable 100 percent rating in this year’s third quarter. Due to quick response time and access to a robust knowledgebase, 94 percent of phone cases were resolved within 24 hours of submission, and the overall open backlog averages less than 2.44 days to resolution.
According to a DTR customer comment made on a recent survey, “(The DTR support staff) went above and beyond on an issue. Thanks to their efforts we are ready to utilize scheduling in our new manufacturing facility.” Another customer added, “I find every time I enter a case the response is great and very quick.”
Consona is dedicated to the proven service model of support and education working together, and believes strongly that an educated customer is a satisfied customer. As a foundation to this philosophy, the company maintains a vast database of online educational courses and Knowledgebase articles in the searchable Expert network that customers can retrieve at any time. In order to keep the content of this resource current and relevant, Consona continually updates the database with new material. In addition, online discussion forums allow DTR customers to share information and experiences, and help one another with common issues.
In 2008 and 2009, 62.9 and 67.8 percent (respectively) of users searching the knowledgebase located definitive answers that prevented the need to create a support case. DTR software users have seen a 36 percent increase in Knowledgebase articles for Expert; and the addition of seven new education recordings over the past year.
“These impressive customer support metrics are a real testament to our belief in building a customer-driven organization that gives users access to answers at the moment they need them,” said Todd Schulte, vice president of support and education at Consona. “We’re always seeking new methods and avenues to help our customers help themselves – and each other – through our Knowledgebase and online courses, and we offer these same resources to our support staff so that everyone has access to the most current information. Our aim is to stay in front of customer service trends to meet ever-evolving challenges, and when we see customer satisfaction rates at these levels, we’re proud that our hard work is transforming into a great customer experience.”
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.