Sony Customer Information Base

By David F. Carr  |  Posted 2002-02-04 Print this article Print

A Sony division is leading the way in automating e-mail responses at its contact centers.


Sony Customer Information Base Case

Headquarters: 12451 Gateway Blvd., Fort Myers, Fla.

Phone: (941) 561-7669

Business: Supports Sony Electronics customers throughout the United States, Canada and parts of Latin America.

IT and Telecommunications Manager: Phil Cohen

Financials in 2000: Sony Electronics contributed about $9.6 billion to the Japanese company's $58.5 billion in worldwide revenue

Challenge: Using automated e-mail to reduce contact-center costs and enhance customer satisfaction

Baseline Goals:

  • Double the productivity of each customer service representative at handling e-mail responses
  • Eliminate backlog of e-mail awaiting a response
  • Maintain—and expand on—current annual gross profit margin of 82%

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    David F. Carr David F. Carr is the Technology Editor for Baseline Magazine, a Ziff Davis publication focused on information technology and its management, with an emphasis on measurable, bottom-line results. He wrote two of Baseline's cover stories focused on the role of technology in disaster recovery, one focused on the response to the tsunami in Indonesia and another on the City of New Orleans after Hurricane Katrina.David has been the author or co-author of many Baseline Case Dissections on corporate technology successes and failures (such as the role of Kmart's inept supply chain implementation in its decline versus Wal-Mart or the successful use of technology to create new market opportunities for office furniture maker Herman Miller). He has also written about the FAA's halting attempts to modernize air traffic control, and in 2003 he traveled to Sierra Leone and Liberia to report on the role of technology in United Nations peacekeeping.David joined Baseline prior to the launch of the magazine in 2001 and helped define popular elements of the magazine such as Gotcha!, which offers cautionary tales about technology pitfalls and how to avoid them.

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