Australia’s CQUniversity Taps Consona CRM to Enhance Customer Service While Reducing Costs
Integrated CRM and Knowledge Management Functionality Key to Deploymentâ??s Success
Indianapolis, IN (December 08, 2009) –
Consona Corporation (Consona), a worldwide leader in providing customer relationship management (CRM) and enterprise resource planning (ERP) software and services for companies of all sizes, today announced that CQUniversity has achieved significant ROI after deploying Consona CRM. CQUniversity, an Australian public university based in Queensland, selected Consona CRM in an effort to centralize and enhance customer service, and reduce operating costs amid funding cuts. With its integrated CRM and knowledge management functionality, the implementation has helped CQUniversity realize its vision of knowledge-centered service for its 22,000 students.
CQUniversity standardized on Consona CRM after funding cuts forced a closer look at operating expenditure. Rather than scale back on programs and services, the university determined it must cut extraneous costs wherever possible, while also searching for new sources of revenue. Before deploying Consona CRM, CQUniversity had 11 separate groups providing customer service. After a short four-month implementation, the university was able to consolidate and centralize its customer service groups, thereby providing a path to improved service at a reduced cost.
CQUniversity has also been able to more effectively manage its knowledge base with Consona CRM – no small feat given the system logged 26,000 student cases within the first six months of operation. “Case management is the source of the knowledge we are capturing and managing in our knowledge base,” said Bill Gonch, Manager, Web and Academic Systems Group, CQUniversity. “In turn, the knowledge base contributes greatly to our success in case management. There is a very pleasing synergy at work through the integration of these two solutions. Each part of our efforts enhances the effectiveness of the other.”
Additional benefits realized include:
* Increased customer satisfaction, per focus group comments
* A 70 percent deflection rate of student cases via online self-service
* The reorientation of CQUniversity from a regional university to a major international distance-learning facility serving Asia with quality education opportunities at competitive prices
“Often, institutions forgo adequate customer support in the face of budget constraints,” said Tim Hines, vice president of product management, Consona CRM. “CQUniversity’s decision to deploy Consona CRM enabled a complete overhaul of their approach to customer service, while also reducing costs in the long run. Now, CQUniversity has realized its goal to provide coveted knowledge-centered service to its students.”
For more information on how CQUniversity leveraged Consona CRM to achieve measurable results, please visit http://www.consona.com/Content/CRM/CaseStudies/cq-university-casestudy.pdf.
CQUniversity Australia is based in Rockhampton, Queensland and is an internationally, nationally and regionally networked and engaged institute of higher learning, that operates throughout the Asia-Pacific.
Our 20 000 students (from over 100 countries) succeed because of the five-star quality and relevancy of our teaching, learning, research and community programs and services. Our personalised learning support, collaborative partnerships and excellent staff provide pathways for people anywhere, with different learning styles available to help you achieve, thrive and succeed.
A leading provider of distance education, CQUniversity has campuses in Rockhampton, Bundaberg, Gladstone, Mackay and Emerald plus a delivery site on the Sunshine Coast. The University also operates international campuses in Sydney, Brisbane, Melbourne, and the Gold Coast. For more information visit http://www.cqu.edu.au/.
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. Consona is dedicated to becoming a valued business partner by helping each and every customer continuously improve business processes over time. Toward this mission, Consona invests in the people, processes, technology and tools needed to provide its customers with a unique combination of customer care; product fit; a broad range of consulting, IT and business services; and industry expertise. Consona serves more than 4,500 customers worldwide and across a variety of industries. Battery Ventures VI LP and Thoma Bravo LLC jointly own Consona. For further information, visit www.consona.com, e-mail info(at)consona(dot)com, or call (888) 8 CONSONA.
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