CNH Global N. V. Earns 2007 Summit Award At Consona Customer Conference

Consona Corporation (Consona), a worldwide leader in providing customer relationship management (CRM) and enterprise resource planning (ERP) software and services for the enterprise, announced at its premier customer conference, Consona Connect, that CNH Global N. V. (CNH), a Burr Ridge, Ill.-based global leader in agricultural and construction equipment and KNOVA customer, is the 2007 recipient of the software provider's Best Overall Use Award.

The Best Overall Use Award, part of Consona's annual Summit Awards, honors a customer that has demonstrated excellence in utilizing multiple products (modules, features, add-on, third-party) and services from Consona. Recipients of the award submit both qualitative and quantitative data that illustrate how the solution has improved the customer's overall business performance. Award recipients display full use of both core and add-on solutions, steady business growth, a strong return on investment, and a passion for implementing and mastering new technologies.

CNH's long history of product innovation—and consolidation—was making life challenging for its call center agents. The company's support centers on four continents must literally have expertise across thousands of products, models and model years; hundreds of product categories; and a myriad of accessories. Some of those products are still in dealer showrooms, but many others have long since been discontinued. And CNH must provide support for all those products in multiple languages to thousands of dealers spread across the globe.

When most companies would focus on the challenges of the situation, CNH saw an opportunity. The company decided to look to its contact centers to not just meet customer and dealer expectations around issue resolution, but also increase customer satisfaction and retention. The cornerstone of this initiative was the implementation of KNOVA knowledge and service resolution management solutions from Consona CRM.

Over the past five years, CNH has created a competitive advantage with its KNOVA-powered customer service system, which can be justified by metrics like the following:

• Realized significant annual savings using self-service to effectively deflect 80 percent of calls.
• Increased how often agents were able to find solutions by 37 percent, translating into a ROI of less than 3 months.
• Reduced translation costs by 40 percent.
• Helped dealers worldwide realize incalculable savings via improved customer service and customer satisfaction.

"The significant return on investment we've received from our KNOVA system doesn't even include the returns our dealers are experiencing," said Steven Petersen, knowledge manager for CNH Dealer eBusiness Systems. "Imagine how much our global dealer organization has saved, and what the improved service they can deliver will mean to their business and to their customers' businesses. That's the real value KNOVA has provided."

"We are thrilled to honor CNH with a Summit Award for some absolutely tremendous achievements," said Jeff Tognoni, CEO of Consona. "CNH 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 the enterprise. 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 Cressey Bravo jointly own Consona. For further information, visit www.consona.com.

SOURCE: Consona Corporation