New White Paper Offers Guidance on Leveraging Metrics to Optimize Support Systems in Today’s Complex Service Ecosystem


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Consona Corporation, a worldwide leader in providing customer relationship management (CRM) and enterprise resource planning (ERP) software and services for companies of all sizes, today announced the general availability of a new white paper entitled, “Service and Support, Made to Measure: Using Consona Analytics as a Roadmap to Success”, written by Tim Hines, vice president of product management at Consona CRM. The research explores best practices for optimizing analytics to measure the success of service and support systems.

Access “Service and Support, Made to Measure” at, or read below for further details on the contents of the paper.

Service and support leaders are metrics masters, and they know that success in business starts with setting goals and measuring progress towards them. Traditionally, measuring support operations has been straightforward, but the addition of knowledge management (KM) to the mix has made the equation more complex and success much harder to measure. Retrofitting integrated reporting across two disparate systems, each with its own data warehouse and reporting infrastructure is a veritable IT nightmare. In “Service and Support, Made to Measure”, Hines reveals the five measurement principles that lead to success, which were developed in conjunction with Consona customers, and discusses the benefits of pre-integrated systems.

“There is no simple trick to using metrics to optimize today’s increasingly complex service and support operations,” writes Hines. “However, metrics that combine case tracking data with KM data answer the business questions that really need to be answered: who is creating value in the knowledgebase? What gaps keep us from more effective self-service? What’s the highest value product improvement we can take? KM doesn’t happen in isolation – KM reporting can’t either.”

“Today’s service ecosystem is far removed from yesterday’s one-track call center mentality, and the technology systems that accompany these changes are increasingly complex and multifaceted, making it difficult to measure success using the same old tools,” said Tom Millay, general manager of Consona CRM. “With this paper, Tim offers guidance to organizations looking for ways to accurately determine the effectiveness of their service and support departments, and makes a strong case for leveraging systems that are designed from the ground up to meet these needs.”

Consona recently hosted a web seminar based on this white paper with KMWorld magazine entitled “Analyze This – Traditional Metrics for Service and Support Aren’t Telling the Whole Story.” An archive of the event is available at

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, e-mail, or call (888) 8 CONSONA.


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