Sony Customer Information BaseBy David F. Carr | Posted 2002-02-04 Email Print
A Sony division is leading the way in automating e-mail responses at its contact centers.Case">
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