Customer Success - Case New Holland (CNH)

CNH uses Knova KM to stay ahead of the competition

CNH uses Knova KM to stay ahead of the competition

Case New Holland (CNH) is a world leader in the agricultural and construction equipment businesses. CNH brings together the knowledge and heritage of its Case and New Holland brand families with the strength and resources of its worldwide commercial, industrial, product support and finance organizations.

Case New Holland (CNH)

Quick Facts

  • A world leader in agricultural and construction equipment
  • 11,300 dealers in 170 countries

INDUSTRIES

Agricultural and Construction Equipment

EMPLOYEES

71,000+

HEADQUARTERS

Amsterdam, Netherlands

SOLUTIONS 

KNOVA

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CHALLENGE

For CNH’s contact center agents, the company’s history of innovation—and consolidation—can make life challenging. Its 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.CNH must provide support for all those products in multiple languages to thousands of dealers spread across the globe.

SOLUTION

As part of this initiative, CNH began searching for a knowledge and search resolution management system. Shortly thereafter, the team chose and implemented Knova, an Aptean knowledge management solution.

RESULT

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