Aptean > Case Studies > Customer Success Case New Holland (CNH)

Customer Success Case New Holland (CNH)

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Company Size
1,000+
Region
  • Europe
Country
  • Netherlands
Product
  • Knova KM
Tech Stack
  • Not mentioned
Implementation Scale
  • Enterprise-wide Deployment
Impact Metrics
  • Cost Savings
  • Customer Satisfaction
Technology Category
  • Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
  • Agriculture
  • Construction & Infrastructure
About The 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.
The 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.
The 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.
Operational Impact
  • 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.
  • 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.
  • The improved customer service provided by the dealers worldwide has led to incalculable savings.
Quantitative Benefit
  • Realized significant annual savings in self-service, which effectively deflected 80 percent of calls
  • 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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