Tokyo Marine & Nichido Medical Service Selected Consona Customer Management for Enhanced Customer Service Implementation

Consonaâ??s Japanese Operations and Mitsui Knowledge Industry Jointly Develop Enhanced Contact Center Systems

Indianapolis, IN (April 22, 2010) –

Consona Corporation (Consona), a worldwide leader in providing customer relationship management (CRM) and enterprise resource planning (ERP) software and services for companies of all sizes today announced that, in partnership with Mitsui Knowledge Industry Co., Ltd. (MKI), has successfully implemented a next-generation contact center system for Tokyo Marine & Nichido Medical Service Co., Ltd. (TMS). The foundation for TMS’s contact center is the Consona Enterprise CRM solution.

Previous to the Consona Enterprise CRM implementation, TMS was creating standardized manuals for customer support to meet diversified customer needs. To help eliminate manual documentation, the company started to look for a better operational mechanism and selected Consona Enterprise CRM because of its Process Scripting capability, which enables rule-based business workflow creation for customer interaction management.

MKI was chosen to deploy the Consona Enterprise CRM solution, along with an updated telephone infrastructure. With the new system in place, TMS now has the following capabilities:

* Ensuring higher customer service quality and faster customer response time via the creation of customer interaction workflows.
* Further reduction in customer response time through collaborative functions with the contact center’s new telephone infrastructure.
* MKI’s full-scale and robust data center hosting, including contact center system operations, improved business continuity and operational efficiency, allowing TMS to concentrate on its primary healthcare services business.

Consona and MKI are continuing to jointly work on further proposals for TMS’s contact center with the goal of building the company’s value through high-quality customer service.

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 info (at) consona (dot) com, or call (888) 8 CONSONA.

About Mitsui Knowledge Industry Co., Ltd.
Mitsui Knowledge Industry Group (MKI Group) provides services relevant to construction and management of ICT (Information and Communication Technology) structure of our client companies, and supports information communication of such companies. The MKI Group provides seamless services from consulting, design and architecture to management and maintenance across from ICT infrastructure to applications. Amid the ever-changing business environment, the MKI Group wants to be “a company that is chosen by customers” for its high flexibility to correspond to their needs at any time.


Mitsui Knowledge Industry and MKI are either trademarks or registered trademarks of Mitsui Knowledge Industry CO., LTD. in Japan and/or other countries. The names of other companies and products mentioned herein may be the trademarks of their respective owners.

Mitch Briggs
Consona Corporation
P: (317) 249-1620
M: (317) 829-4210
pr (at) consona (dot) com

Source: Consona