VMware customer Conson KM now social support best practices and 2011 Conference TSIA
Indianapolis, IN (Vocus / PRWEB) February 24, 2011
Conson Corporation (consonants), a leading global provider of customer relationship management (CRM) and planning Enterprise Resource (ERP) software and services for businesses of all sizes, announced today that his client Conson knowledge of VMware, Inc. (“VMware”), the global leader in virtualization and Cloud Infrastructure with Conson CEO Tom Millay, will present how VMware is using social media for its support organization to the 2011 Technology Services of Silicon Valley World Conference presented by TSIA.
VMware senior manager of knowledge practices, Lynn Llewellyn, will present the session, “Using social support to improve knowledge sharing and customer experience.” This session is based on the introduction of social media in VMware its support organization and how it has improved the sharing of knowledge and changed the way they communicate with customers. Llewellyn will address the benefits they realize and share how their unique blend of knowledge management and social media initiatives have increased the visibility of the support organization within VMware. Llewellyn will also demonstrate the tools that VMware uses, how they measure the scope and commitment, how social media and KM have improved the organization of VMware support delivery, and how their programs will enable them to provide proactive support to their customers.
mixture of social media with knowledge management enables VMware to help clients avoid situations rather than having to react.
“Last year we identified a problem that could possibly have affected a large number of customers,” said Llewellyn. “Once the Knowledge Base article was complete, we immediately issued a” heads-up ‘to our followers on Twitter. Then we started talking about our blogs. Accordingly, we were able to direct customers to the online solution rather than having to call in support. There was no panic. Customers were able to say “help me get around this problem,” rather than “what is happening help me to fix it. “
Since the implementation of this social strategy, VMware has grown exponentially from year to year the number of visitors to the Knowledge Base, an increase of 100 percent in 2010 compared to 2009.
“I’m very excited VMware is sharing their story because social media is transforming the way companies provide customer service and support,” said Tom Millay, general manager of consonant CRM. “Feature Conson KM innovative projects aligned with the VMware example of the impact of these tools on a support organization when leveraged correctly.”
services of global technology in Silicon Valley conference held 2-4 May 2011 at the Convention Center Santa Clara. Learn more about this conference by visiting http://www.technologyservicesworld.com/spring11/about.php.
Also visit the blog TSW.
About VMware
VMware provides virtualization infrastructure solutions and cloud computing that enable organizations to boost businesses of all sizes. With industry leading platform virtualization – VMware vSphere ® – customers rely on VMware to reduce capital expenditures and operating, improve agility, ensure business continuity, strengthen security and go green. The year 2010 revenues of $ 2.9 billion, more than 250,000 customers and 25,000 partners, VMware is the leader in virtualization, which still ranks as a top priority among CIOs. VMware is headquartered in Silicon Valley with offices throughout the world and can be accessed online at http://www.vmware.com
About
Corporation Conson
Conson Corporation is a leading global provider of customer relationship management (CRM) and enterprise resource planning (ERP) and services for businesses of all sizes. Consonant is destined to become a valued business partner by helping each customer continuously improve business processes over time. In this task, consonant investing in people, processes, technology and tools needed to provide its customers a unique combination of customer service, good product, a broad range of consulting, IT services and expertise of the industry. Conson serves over 4,500 customers worldwide and across a variety of industries, including manufacturing, distribution, financial services, healthcare, high tech, and local government. Battery Ventures and Thoma Bravo jointly own Conson. For more information, visit http://www.consona.com, infoATconsona.com e-mail, or call (888) 8 consonants.
Contact
:
Mitch Briggs
Corporation Conson
Direct: +1 (317) 249-1620
Mobile: +1 (317) 829-4210
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