KANA Customer Case Studies

pdf_icon Bank Leumi
KANA Agent IQ has helped the bank reduce agent training costs 66%, and KANA Customer IQ has resulted in call deflection of 17% while providing always available services that has made a significant difference in the bank’s global competitiveness.

pdf_icon Bruce Power
Bruce Power consolidated three disparate sources of corporate information into one accurate, consistent, comprehensive Knowledge Repository that is available 24x7 and easy to use for all employees. The project is a big success for Bruce Power, which is saving money while enhancing safety at the nuclear reactors it operates.

pdf_icon Carphone Warehouse
The Carphone Warehouse is the world’s leading independent retailer of mobile phones and services, with 2,200 stores in eleven countries. By deploying KANA IQ and KANA Response, Carphone Warehouse has achieved a first-time resolution rate of 89% and improved correspondence productivity by 39%.

pdf_icon Carphone Warehouse - Extended Case Study Report
This extended case study report contains details on Carphone Warehouse’s goals and challenges to transform a support organization, how they developed a knowledge-focused strategy, implemented knowledge-management best practices and realized quantitative gains in specific call center metrics using KANA IQ.

pdf_icon Com Hem
Com Hem is a leading provider of cable, television, Internet and phone services in Sweden. Their challenge was to replace a legacy knowledge management system as part of a company-wide directive to improve customer service. KANA IQ for Agents helped Com Hem deliver consistent agent responses, higher first-time closure rates, fewer escalations and more detailed tracking of customer satisfaction factors.

pdf_icon City of Amsterdam
The City of Amsterdam envisioned a new system that would provide residents with easier ways to find information while ensuring answers were consistent and accurate across channels. The key requirement was that no matter how the City interacted with a citizen, answers to questions must be consistent. This means that if a citizen calls, emails, or looks for information online, the same answer is served up at all times

pdf_icon ebay
Internet personal trading leader eBay counts on KANA Response to keep up with its flood of email inquiries. 90% of the 125,000 to 150,000 emails eBay receives every week are responded to within twelve hours. eBay’s CSR staff of 425 is able to keep up with this demand and has actually shrunk response time, even though the pre-KANA staff of 40 was stretched to reply to just 500-800 inquiries per week.

pdf_icon gem
gem provides multi-channel, multi-lingual contact center services for US and European clients across a range of industries including banking, travel and tourism, retail and high tech manufacturing. With KANAResponse, gem has achieved fast, accurate and consistent service with automatically suggested and scripted replies as well as reduced maintenance costs with a centralized dashboard to manage multiple unique customer configurations.

pdf_icon priceline.com
“Our key concern was to improve our customer service capabilities and deploy applications that would scale as our customer base grew. KANA has enabled us to meet both goals and the solutions have paid for themselves many times over.” Ron Rose CIO, priceline.com

pdf_icon HM Revenue and Customs
HM Revenue and Customs (HMRC) is responsible for collecting and administering the bulk of UK tax revenue, as well as paying tax credits and child benefits and strengthening the UK's frontiers. As with governments around the world, in response to legislation and citizen demand for faster, more efficient government, HMRC has been encouraging self-service with a wide range of taxpayer, employer and business resources available through its website. Learn how HMRC is using KANA to deliver great online service and encourage taxpayer use of self-service with additional online channels options.

pdf_icon Redcats USA
Supporting the ecommerce sites for Redcats USA is a customer service staff of 13 associates who are responsible for responding to and resolving all of the email customer service inquiries for all products and services offered in the US. Redcats USA has made it a priority to achieve high customer service ratings while keeping this pool of representatives small – even as its business in the U.S. has expanded. They do this by relying on the intelligent automation capabilities available in KANA Response. Redcats USA has been able to achieve 80% auto-suggestion rates and under 5% follow-up rate for auto-responses. They have also been able to achieve a 2.5 hour turnaround time for emails, and have seen email processing time reduced from 10-15 minutes to less than three minutes.

pdf_icon Siemens
Siemens ICN's U.S. division was looking for ways to reduce internal calls to its National Support Center without diminishing service. With KANA IQ, 40% of support center's calls go through the online KANA solution and 60% of callers find their answers there. As a result, 24% of calls no longer require personal assistance.

pdf_icon Sprint
With the help of KANA Global Consulting Services, Sprint implemented a continual improvement process of its KANA Response deployment that helped it achieve a 12.5% increase in customer satisfaction along with an increase in first call resolution rates.

pdf_icon Staples
Staples turned to KANA to meet the email management needs of its fast growing on-line business. KANA Response helped Staples increase productivity by 25%, achieve return on investment in 12 months and respond to all emails in industry-leading time.

pdf_icon TD Waterhouse
TD Waterhouse UK has revolutionized its approach to customer service with KANA IQ. The firm has dramatically improved service resolution, reducing escalations to the back office by 16%, staff errors by 44% and hold times by more than 23%.

pdf_icon USAir (America West)
The second largest low-fare airline in the U.S. with more than 13,000 employees, serving nearly 55,000 customers a day in 93 destinations. With KANA Response, America West was able to reduce response time to customer queries by 50% with more consistent and reliable responses. The airline has gone from processing 5,000 emails per month in 2000 to 30,000 emails per month in 2003 with the same number of customer service representatives.

pdf_icon Xerox
Using KANA IQ self-service, Xerox customers are able to access information on the hundreds of Xerox products in seven languages, allowing for thousands of self service search sessions per day across the globe.