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Customer Success Case New Holland (CNH)
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
- Agriculture
- Construction & Infrastructure
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.
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 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
Quantitative Benefit
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