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News : Sony Europe Consolidates CRM Application with Sword Ciboodle
United Kingdom 12th January, 2010 -- Sword Ciboodle, provider of customer-oriented business software and services, and Dimension Data the IT solutions and services provider, announce that they have jointly implemented a pan-European contact centre solution for Sony Europe’s Consumer Electronics division.
Sony Europe is a subsidiary of Sony Corporation, the global manufacturer of audio, video, communications and information technology products for consumer and professional markets. Sony is represented across Europe by sales divisions in each of its local markets, which are the single point of contact for both the channel partners and the end consumers in those markets. Sony Europe’s contact centres provide support for its pre-sales, post-sales and repairs services.
?The solution for Sony Europe was designed and managed by Dimension Data and Sword Ciboodle, and is based on Sword Ciboodle’s process-driven CRM software. It has been rolled out to Sony operations in all European countries and manages customer interactions across phone, email, white mail, fax and web contacts. Additionally it offers multi-channel support for contact history, case management, reporting, KPI management, outbound call back, and multiple languages. Sword Ciboodle’s centralised architecture provides the end-user with a 360-degree view of customer information, and a consistent, accurate view of Sony products.
"We knew that we needed a solution that would help us strengthen our European Customer Support Activities by providing in one hand a strong, central and standard platform, and in the other hand a tool flexible enough to adapt to the local specificities we have across Europe," said Stephane Lissillour, General Manager Contact Centres, Sony Europe. "Dimension Data and Sword Ciboodle demonstrated that they could deliver the best solution, and our choice has been vindicated by the strategic benefits we are now realising within consumer electronics."
"Dimension Data and Sword Ciboodle have delivered a single platform for managing contacts, allowing our customers to reach us at any time and by any channel," added Lissillour. "The solution will also help drive our business by providing customer insight that we have never had before."
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About Sony Corporation:
Sony Corporation, commonly referred to as Sony, is a Japanese multinational conglomerate corporation headquartered in Kōnan Minato, Tokyo, Japan.
KANA is a provider of multi-channel customer service. KANA’s integrated solutions allow companies to deliver service across all channels, including email, chat, call centers and Web self-service, so customers have the freedom to choose the service they want, how and when they want it.
Published: Wednesday, January 15, 2014