April 02, 2013 05:00 ET

Riverside, One of the UK's Largest Social Housing Providers, Selects KANA Lagan Enterprise CRM for Improved Customer Service

BELFAST, UNITED KINGDOM--(Marketwired - Apr 2, 2013) - KANA Software, Inc., a global leader in customer service solutions, today announced Riverside, one of the leading registered social landlords in the UK, has selected the KANA Lagan Enterprise solution to support its customer service needs.

Providing affordable housing and specialist management services to 85,000 people with a wide range of housing needs across 169 local authority areas, Riverside manages and maintains over 50,000 homes in the UK.

Riverside selected Lagan Enterprise in an open tendering process to help improve the overall customer experience enjoyed by its tenants and other customers by both process improvement and broadening channels. Through its 24/7 customer contact centre, Riverside handles 500,000 telephone and email interactions annually spanning all aspects of housing management, and this traffic is anticipated to expand rapidly as the impact of imminent welfare reform generates increases in the volume and complexity of housing management queries.

Riverside joins a growing list of KANA social housing customers. Used by 3 of the largest 10 social landlords in the UK and the UK's largest Arm's-Length Management Organization (ALMO), KANA now supports the provision of customer services to 10% of social housing tenants in the UK and helps manage well over 400,000 homes and approximately £40 billion of capital assets.

At Riverside, Lagan Enterprise will be integrated with Capita Academy Housing as well as antisocial behaviour, document management, telephony and email management systems. Users will have access to all the information they require in both customer and property centric views within a unified desktop.

The resulting 360 degree view of the customer will show geographic and property information with linked family, tenancy, and personal information and data about any associated assets, schemes, events, alerts, issues, contacts, tasks and service requests. It will allow Riverside to use this information in an intelligent and proactive way when interacting with clients. For example, the user can be prompted or alerted during any interaction with a customer about outstanding arrears, service requests, overdue gas re-servicing, imminent capital works, and any other data relevant to the interaction such as disabilities and profile information.

"Lagan Enterprise enables us to fundamentally change how we interact with our customers across all channels, but also to maintain consistency and quality of service," said Richard Lyon, IT project manager, Riverside. "We chose KANA due to its exclusive focus on customer service solutions. KANA established itself as the leader from Day 1 -- via its ability to meet our specific business and technical requirements, and its people, who were very professional and distinguished via their knowledge and expertise of the social housing sector."

While Lagan Enterprise enables Riverside representatives to handle more calls more effectively, Lyon says it will also allow better insight into operational performance to enable service improvement and greater proactivity.

"Social housing providers find themselves operating in an extremely challenging environment," said David Moody, head of worldwide product strategy, Public Sector, KANA. "During the current economic downturn it's perhaps unsurprising that as housing is the biggest single domestic expenditure, it has become highly politicised with a squeeze on investment for new social and affordable housing and impending welfare reform. A situation of short supply, a depressed private renting and purchase sector and higher net rent is bound to cause a massive increase in the demand for advice, particularly about housing benefit, general debt, rehousing options and homelessness prevention. Lagan Enterprise gives social landlords the contact management capabilities needed to empower staff to provide focused, pro-active and quality services, with the information and customer data they need to do this, and to make up for the lack of customer focus that is typical of most existing, primarily property-centric, housing management systems today."

About KANA Software
KANA makes every customer experience a good experience. A global leader in customer service solutions delivered on-premise or in the cloud, KANA lets organizations take complete control over customer service interactions, so they can take care of customers, while managing costs and reinforcing brand. By unifying and maintaining context for customer journeys across agent, web, social and mobile experiences, KANA solutions have reduced handling time, increased resolution rates and improved net promoter score (NPS) at more than 900 commercial brands and public sector organizations worldwide. KANA is based in Silicon Valley, California and has offices worldwide.

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