Aptean Case Studies Customer Success Case New Holland (CNH)

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	Customer Success Case New Holland (CNH) Aptean

Customer Success Case New Holland (CNH)

Aptean

Technology Category	Application Infrastructure & Middleware - API Integration & Management
Applicable Industries	Agriculture Construction & Infrastructure
Challenge	CNH's contact center agents face a significant challenge due to the company's history of innovation and consolidation. The support centers, located on four continents, must have expertise across thousands of products, models, and model years, hundreds of product categories, and a myriad of accessories. Furthermore, CNH must provide support for all these products in multiple languages to thousands of dealers spread across the globe. Read More
About Customer	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. The company has 11,300 dealers in 170 countries and employs over 71,000 people. Its headquarters are located in Amsterdam, Netherlands. Read More
Solution	To address the challenge of providing support across a wide range of products and languages, CNH initiated a search for a knowledge and search resolution management system. The team chose and implemented Knova, an Aptean knowledge management solution. This solution was designed to help CNH's contact center agents access the information they need to provide effective support. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - API Integration & Management

Applicable Industries

Agriculture

Construction & Infrastructure

Challenge

CNH's contact center agents face a significant challenge due to the company's history of innovation and consolidation. The support centers, located on four continents, must have expertise across thousands of products, models, and model years, hundreds of product categories, and a myriad of accessories. Furthermore, CNH must provide support for all these products in multiple languages to thousands of dealers spread across the globe.

About Customer

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. The company has 11,300 dealers in 170 countries and employs over 71,000 people. Its headquarters are located in Amsterdam, Netherlands.

Solution

To address the challenge of providing support across a wide range of products and languages, CNH initiated a search for a knowledge and search resolution management system. The team chose and implemented Knova, an Aptean knowledge management solution. This solution was designed to help CNH's contact center agents access the information they need to provide effective support.

Impact #1	The implementation of Knova KM has led to significant annual savings in self-service by effectively deflecting 80 percent of calls. This has also resulted in increased customer satisfaction.
Impact #2	The solution has increased the frequency at which agents are able to find solutions by 37 percent. This has translated into a return on investment of less than 3 months.
Impact #3	The improved customer service provided by the dealers worldwide has led to incalculable savings.

Impact #1

The implementation of Knova KM has led to significant annual savings in self-service by effectively deflecting 80 percent of calls. This has also resulted in increased customer satisfaction.

Impact #2

The solution has increased the frequency at which agents are able to find solutions by 37 percent. This has translated into a return on investment of less than 3 months.

Impact #3

The improved customer service provided by the dealers worldwide has led to incalculable savings.

Benefit #1	Realized significant annual savings in self-service, which effectively deflected 80 percent of calls
Benefit #2	Increased how often agents were able to find solutions by 37 percent, translating into a ROI of less than 3 months

Benefit #1

Realized significant annual savings in self-service, which effectively deflected 80 percent of calls

Benefit #2

Increased how often agents were able to find solutions by 37 percent, translating into a ROI of less than 3 months

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Overview

Customer Success Case New Holland (CNH)

Operational Impact

Quantitative Benefit