公司规模
1,000+
地区
- Europe
国家
- Netherlands
产品
- Knova KM
技术栈
- Not mentioned
实施规模
- Enterprise-wide Deployment
影响指标
- Cost Savings
- Customer Satisfaction
技术
- 应用基础设施与中间件 - API 集成与管理
适用行业
- 农业
- 建筑与基础设施
关于客户
凯斯纽荷兰 (CNH) 是农业和建筑设备业务领域的全球领导者。CNH 将其凯斯和纽荷兰品牌家族的知识和传统与其全球商业、工业、产品支持和金融机构的实力和资源融为一体。该公司在 170 个国家/地区拥有 11,300 家经销商,员工超过 71,000 人。其总部位于荷兰阿姆斯特丹。
挑战
由于 CNH 具有创新和整合的历史,其联络中心代理面临着巨大的挑战。位于四大洲的支持中心必须具备数千种产品、型号和年份、数百种产品类别和大量配件的专业知识。此外,CNH 必须为遍布全球的数千家经销商提供多种语言的所有这些产品的支持。
解决方案
为了应对提供涵盖多种产品和语言的支持这一挑战,CNH 开始寻找知识和搜索解决方案管理系统。该团队选择并实施了 Aptean 知识管理解决方案 Knova。该解决方案旨在帮助 CNH 的联络中心代理获取提供有效支持所需的信息。
运营影响
数量效益
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