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.
A world leader in agricultural and construction
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.
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.
Realized significant annual savings in
self-service, which effectively deflected 80 percent of calls and increased
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
This is without question the best service solution in the industry. We
consistently hear back from dealers that they show it to customers as a
competitive advantage. The people who use our products rely on them each and
every day; they appreciate the fact that our products are backed-up with
Steven Petersen Knowledge Manager for Dealer eBusiness Systems, CNH