Sony Europe Consolidates CRM
Sony Europe Consumer Electronics division announces that Sword Ciboodle and Dimension Data have jointly implemented a pan-European contact center solution for Sony Europe.
"We knew that we needed a solution that would help us strengthen our European Customer Support Activities by providing in one hand a strong, central and standard platform, and in the other hand a tool flexible enough to adapt to the local specificities we have across Europe," says Stephane Lissillour, general manager Contact Centres, Sony Europe. "Dimension Data and Sword Ciboodle demonstrated that they could deliver the best solution, and our choice has been vindicated by the strategic benefits we are now realising within consumer electronics."
Sony Europe is a subsidiary of Sony Corporation, the global manufacturer of audio, video, communications and information technology products for consumer and professional markets. Sony is represented across Europe by sales divisions in each of its local markets, which are the single point of contact for both the channel partners and the end consumers in those markets. Sony Europe's contact centers provide support for its pre-sales, post-sales and repairs services.
The solution for Sony Europe was designed and managed by Dimension Data and Sword Ciboodle, and is based on Sword Ciboodle's process-driven CRM software. It has been rolled out to Sony operations in all European countries and manages customer interactions across phone, e-mail, white mail, fax and web contacts.
"We knew that we needed a solution that would help us strengthen our European Customer Support Activities by providing in one hand a strong, central and standard platform, and in the other hand a tool flexible enough to adapt to the local specificities we have across Europe," says Stephane Lissillour, general manager Contact Centres, Sony Europe. "Dimension Data and Sword Ciboodle demonstrated that they could deliver the best solution, and our choice has been vindicated by the strategic benefits we are now realising within consumer electronics."
Sony Europe is a subsidiary of Sony Corporation, the global manufacturer of audio, video, communications and information technology products for consumer and professional markets. Sony is represented across Europe by sales divisions in each of its local markets, which are the single point of contact for both the channel partners and the end consumers in those markets. Sony Europe's contact centers provide support for its pre-sales, post-sales and repairs services.
The solution for Sony Europe was designed and managed by Dimension Data and Sword Ciboodle, and is based on Sword Ciboodle's process-driven CRM software. It has been rolled out to Sony operations in all European countries and manages customer interactions across phone, e-mail, white mail, fax and web contacts.