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With KANA solutions, we are able to meet the challenge of providing the best experience for our customers while also managing costs, benefiting both the customer and the company.
VP of Worldwide Customer Response, Creative Labs
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More Customer Success Quotes |
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 1-800-flowers
1-800-flowers.com implemented KANA Response so that email communication would be the same fast, high quality experience for customers that it is when they order over the Internet. Within six months, agent productivity leapt by 35%.
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.
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.
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.
Creative Labs
By supporting over 1,000 self-service sessions a day, KANA IQ is helping Creative Labs achieve its goal of providing outstanding customer service to all users despite an expanding and complex product range and an increasing volume of users to support.
ebay Case Study
Internet personal trading leader eBay counts on KANA Response to keep up with its flood of e-mail inquiries. 90% of the 125,000 to 150,000 e-mails 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.
Eircom Multimedia
eircom Multimedia solidified its position as Ireland's number one Internet Service Provider by installing KANA IQ. Customers receive top quality support whether they choose the telephone or the Internet for their support needs. By shifting 25% of call center support requests to online self-help, eircom Multimedia recouped its investment within three months while attaining very high customer satisfaction ratings.
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.
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.
Polycom
Polycom, Inc implemented KANA IQ to keep up with the support requirements of its channels organization. Just three months after its initial deployment targeted towards resellers, the KANA IQ self service solution was receiving 1000 hits per day. Monthly pre-sales support calls were down by as much as 25% despite significant growth in the business. Polycom was so pleased with these results that they deployed this self service solution to the public.
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
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.
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.
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%.
West
West has achieved all its goals with KANA Contact Center, improving service quality and achieving significant cost reductions with an application designed for flexibility and scalability.
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.
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