CNH
CNH is the largest manufacturer of combine harvesters and tractors in the world. As an industry leader, it needed to provide a superior service to its 12,000 dealers, distributors and customers.
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"Through our partnership with SDL, we provide support to our global dealers at 40% lower costs with significantly faster turnaround times. This provides solutions to their technical issues every hour of every day of the year, whilst significantly reducing the workload on support centres."
Joe Pstrak, Director of Dealer e-Business Services
CNH is the largest manufacturer of combine harvesters and tractors in the world. As an industry leader, it needed to provide a superior service to its 12,000 dealers, distributors and customers.
The challenges
Drive up self-service levels for CNH support.
Localize CNH ASIST, a monolingual database that only supported queries and answers in English.
Better serve its network of dealers and distributors across 160 countries.
SDL integrated seamlessly with CNH's internal Knova Service Resolution Management solution.
The result
Dealer success rate with self-service increased from less than 20% to over 80%. GIM costs reduced by 40% and direct repeat sales in international markets increased significantly.
