Sony: Is Talk Cheap? Not as Cheap as E-Mail - ' Sony Customer Information Base ' (
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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%
Projects: Customer Service 
