Enhanced Contact Center System Implemented

22nd April 2010

USA - Tokyo Marine & Nichido Medical Service Select Consona Customer Management

Consona Corporation in collaboration with Mitsui Knowledge Industry has effectively put in place a next-generation contact center system for Tokyo Marine & Nichido Medical Service Co., Ltd. The basis for TMS’s contact center is the Consona Enterprise CRM solution.

Prior to the Consona Enterprise CRM implementation, TMS was producing standard instructions for client assistance to satisfy varied customer requirements.

To assist in doing away with manual documentation, the organization began to start looking for a improved operational system and picked out Consona Enterprise CRM due to the fact of its Process Scripting functionality, which allows rule-based business workflow generation for customer interaction management.

MKI was selected to set up the Consona Enterprise CRM solution, together with an up-to-date phone infrastructure. With the new system int place, TMS currently has the following functions:

Ensuring higher customer support quality and quicker client reaction time via the generation of customer interaction workflows.

Further decrease in customer response time through collaborative features with the contact center’s new phone infrastructure.

MKI’s full-scale and effective data center hosting, which includes contact center system operations, much better business continuity and operational effectiveness, permitting TMS to focus on its primary healthcare services business.

Consona and MKI are carrying on to jointly work on more plans for TMS’s contact center with the objective of creating the organizations value through high-quality customer support.

About Consona Corporation
Consona Corporation (Consona) is a worldwide leader in providing customer relationship management (CRM) and enterprise resource planning (ERP) software and services for companies of all sizes. Info: visit www.consona.com.

About Mitsui Knowledge Industry Co., Ltd.
Mitsui Knowledge Industry Group (MKI Group) provides services relevant to construction and management of ICT (Information and Communication Technology) structure of our client companies, and supports information communication of such companies. Info: http://www.mki.co.jp.