Sony’s Pan-Europe Contact Centre

Sony Europe’s Consumer Electronics division is now using a pan-Europe contact centre implemented jointly by Sword Ciboodle and Dimension Data. These call centres provide support for telemarketing pre-sales, post-sales, and repairs. The software engine used for the call centre is Sword Ciboodle’s CRM software.

All Sony operations in Europe are now using the system, which manages customer interactions whether by phone, fax, email, web, or regular mail, and which has multi-channel support for contact history, reporting, and case management. It also supports multiple languages. All the call centre workers get a “360-degree view” of customer information and accurate up-to-date information about Sony products.

The telemarketing concept has a strong central platform that is still flexible enough to adapt to the localised specific needs of different European countries. Sony says it is quite satisfied with the results, saying it has added many strategic benefits to their consumer electronics presence in Europe.

Sony says it now has the optimum business process interaction management system that will help them strengthen customer relationships and ultimately improve business growth.