SDL International, a leader in the emerging market for global information management (GIM) solutions, announced today that CNH’s ASIST system for providing web-based support to over 6,000 dealers worldwide was awarded Knova Software’s ‘Best International Deployment’. The SDL Knowledge-based Translation System™ (SDL KbT System™) integrates with Knova Software’s Service Resolution Management application to quickly and cost-effectively localize support knowledge so that dealers worldwide are able to find resolutions to customers’ concerns 24 hours a day, 7 days a week.

SDL KbT System, a powerful combination of translation automation technology and quality human translation services, provides rapid turnaround of high-quality translations at significantly lower cost than traditional translation. Its performance is unmatched in the localization industry and has enabled CNH to translate more support knowledge objects more quickly, helping to drive self-service levels up to over 80% and increase dealer satisfaction levels.

For many organizations, a large percentage of content for websites, knowledge bases and technical documentation is not translated because traditional translation methods are too time consuming or too expensive. Combining the sophisticated technology of terminology extraction, translation memory, dictionaries and automated translation with the human skills of computational linguists, terminologists and post-editors, SDL KbT System opens up new opportunities for organizations to grow revenues and improve customer service levels in international markets.

“Through our partnership with SDL International, we have been able to provide support to our global dealers at 40% lower costs with significantly faster turnaround times,” commented Joe Pstrak, Director of Dealer e-Business Services at CNH. “This provides our worldwide dealers with solutions to their technical issues every hour of every day of the year, whilst significantly reducing the workload on support centres.”

“CNH was awarded ‘Best International Deployment’ because of its ability to provide excellent self-service in eight different languages to more than 6,000 dealer and distributor customers worldwide,” commented Ben Kaplan, VP of marketing for Knova Software. “With Knova’s Service Resolution Management applications, CNH intelligently guides customers to the answers they need in the language they speak using self-service. This helps resolve issues quickly and avoids escalations to more costly support channels. We are proud to be a part of CNH’s highly effective global customer support strategy and look forward to continuing our partnership.”

About CNH
CNH is the power behind leading agricultural and construction equipment brands of the Case and New Holland brand families. Supported by 11,400 dealers in approximately 160 countries, CNH brings together the knowledge and heritage of its brands with the strength and resources of its worldwide commercial, industrial, product support and finance organizations. More information about CNH and its products can be found on line at www.cnh.com.

About Knova Software
Knova Software is a leading provider of service resolution management applications that reduce service costs, increase revenues and improve customer satisfaction. Built on a next-generation search and knowledge management platform, Knova's suite of knowledge-empowered customer service applications automate the resolution process across multiple channels including contact centers, help desks, email and self-service sites. Industry leaders including EDS, Ford, HP, H&R Block, Novell, Merrill Lynch, McAfee, Reuters and QUALCOMM rely on Knova's award-winning solutions to deliver world-class customer service. Knova Software is headquartered in Cupertino, Calif. For more information, visit www.knova.com.