SSPA Survey Results Reveal Consona Knowledge Management as Top Choice Among Enterprise Members

Recent Poll Shows Solution One of the Most Used by Enterprises for Their Customer-Facing Knowledgebase Solution.

Indianapolis, IN (May 20, 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 the Consona Knowledge Management (KM) solution (formerly KNOVA), has been identified as one of the most implemented customer-facing knowledgebase solutions among enterprises (companies with more than $1 billion in revenue) according to a recent Service & Support Professionals Association (SSPA) survey.

The survey queried SSPA members about which customer-facing knowledgebase solution they currently use. Consona Knowledge Management emerged with the highest market share along with another competitor among competing knowledge management solutions.

According to John Ragsdale, SSPA’s vice president of technology research, “Companies investing in solutions to improve customer service are at a strong advantage in today’s economy because of the potential for cost savings, repeat business, and increased customer loyalty. Consona CRM’s approach will be strengthened by its pending acquisition, and offering a preintegrated remote support suite for Consona’s popular CRM, knowledgebase, and eService solutions will be a big win for customers.”

“The 2009 SSPA Member Technology Survey results underscore Consona CRM’s continued commitment to building best-in-class service and support automation solutions,” said Tom Millay, general manager of Consona CRM. “This metric is particularly important to us, as the SSPA membership represents a group of people who are dedicated to improving their service and support processes within some of the world’s leading high-technology and service-centric companies. These are our customers, and the type of companies we want to continue adding to the family.”

The results were announced at this year’s Technology Services World 2009 conference (formerly the SSPA Best Practices Conference and the TPSA Spring Summit), which is sponsored in part by the SSPA and took place May 4-6 in Santa Clara, California.

About Consona Corporation and Consona CRM
Consona Corporation 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 and Thoma Bravo jointly own Consona. Consona CRM is a product line and operating division of Consona Corporation. For medium to large enterprises with customer service or technical support operations who need to both improve customer satisfaction and reduce costs, Consona CRM’s software product suite facilitates effective and efficient customer interactions and resolution of customer issues across all channels and communities. For further information on Consona, visit, call (888) 8 CONSONA.

About the SSPA
As the industry’s foremost professional association, the Service & Support Professionals Association (SSPA) is a key resource for the information and best practices needed to make better business decisions. It brings together the best minds from across the industry spectrum–from established companies with successful track records to the pioneering newcomers with out-of-the-box ideas. The SSPA also partners with thought leaders such as J.D. Power and Associates to create programs that benefit the industry. The SSPA is a member of a global network of associations that includes the Technology Professional Services Association (TPSA) and the Association for Services Management International (AFSMI). For more information, visit

Source: Consona