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Consona Made2Manage ERP Delivers Excellent Customer Satisfaction Levels

September 08, 2009

Consona’s Made2Manage ERP software product reportedly has achieved its highest ever customer satisfaction and support satisfaction levels.

The company acquired the software solution in 2003 and the Made2Manage ERP software users’ overall customer satisfaction rate increased each year since then. These spectacular results were due to the company’s continuing investment in its award-winning support infrastructure and executing on its 100 percent customer driven product development process.


Noting regularly tracked metrics, Consona say that 90 percent of Made2Manage ERP software users are satisfied with their support experience. An effective and efficient Made2Manage support team ensured that 86 percent of all Web cases were responded to in less than two hours. This represents an increase from 73 percent in the first quarter of 2008.

The metrics also show that they were able to resolve 65 percent of cases within 24 hours, up from 55 percent in the first quarter of 2008. The average support backlog also dropped by 23 percent annually since 2007.

Consona believes in the combination of support and education and thus offers an education program through Consona University. The company offers both live and recorded classes and tutorials for Made2Manage ERP software users and till date has received more than 16,000 course downloads.

Commenting on the University, Todd Schulte, vice president of support and education said that an educated customer receives the greatest benefit from their support organization, so it is important to have their education programs and support organization aligned.

"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," he said.

Consona provides customer relationship management (CRM) and enterprise resource planning (ERP) software and services for companies of all sizes. The company was in news last month when it was awarded U.S. Patent No. 7,539,656 for the invention entitled “System and Method for Providing an Intelligent Multi-Step Dialog with a User.”

Anuradha Shukla is a contributing editor for ContactCenterSolutions. To read more of Anuradha’s article, please visit her columnist page.

Edited by Patrick Barnard



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