Transformation
Services

Deliver a higher standard of customer service

KANA Transformation Services analyze and reengineer business processes, resulting in a blueprint for success that aligns with your company's customer service needs. Your KANA team will assess current business drivers, success measures, and user preferences. They will also develop an understanding of existing capabilities and compare these to industry benchmarks to determine specific programs that will drive design, automation, and optimization. Transformation Services include:

Multi-Channel Optimization
An assessment of customer service channels, discovery and visioning workshop, benchmarking versus our unique maturity model, and creation of solutions architecture and roadmap for each KANA solution to be deployed.

Content Audit and Transformation
A comprehensive mapping of your customer service content, definition of authoring processes and standards, and content re-engineering and migration activities.

Knowledge Management Tuning
Recommendations and process improvement for improving usability and maximizing user success with KANA IQ search and guided resolution capabilities.

KCS Transformation Program
Design and establishment of a Knowledge Centered Support Council, workflows, solution lifecycle, content quality index and measurement programs, and continuous improvement program.

Business Design and Transformation
Comprehensive benchmark of agent and customer experience, content, technology and measurement capabilities, gap analysis, design sessions, high-level requirements and program definition, including governance model and user adoption plan.

Performance Management
Definition of metrics and measures, along with expert guidance for data interpretation and continuous improvement, to properly set expectations and track success of new business transformation or software deployment initiatives.