SOURCE: KANA Software, Inc.

KANA Software, Inc.

November 05, 2013 06:00 ET

Telecom Giant eircom Dials Up Customer Service With KANA Enterprise

Ireland's Largest Telecom Provider Sees 156 Percent Customer Loyalty Increase via End-to-End Knowledge Sharing

GLASGOW, SCOTLAND--(Marketwired - Nov 5, 2013) -  KANA Software, Inc., a global leader in customer service solutions delivered on-premises or in the cloud and used by more than 900 organizations, today announced eircom, Ireland's largest telecommunication provider, is using KANA Enterprise to drive its customer service initiatives.

eircom provides fixed line, broadband and mobile services to 2 million customers and, experiencing significant growth, wanted to better empower its phone advisers to own and resolve customer problems. The company also wanted more visibility into customer issues to get ahead of tracked support trends and create more-comprehensive reporting methods.

eircom worked in partnership with KANA and, in just four months, implemented the KANA Enterprise customer service management system with an initial emphasis on leveraging its knowledge management and case management functionality. By aggregating data, KANA Enterprise provides eircom's customer service agents with all available information within the context of each customer's profile, service history and issue at hand. And, by continually monitoring activity across multiple customer communication channels, including phone, Web, mobile and social media, KANA Enterprise helps eircom rapidly re-model and improve its support processes.

Agents now have the knowledge needed to fully assist customers on first contact, fewer calls are transferred, and the time and total cost to serve customers have decreased. When calls do need to be transferred, KANA case management capabilities show agents each customer's history, the context and the status of their requests, and the knowledge base suggests best actions to complete service calls.

Within weeks of implementing KANA Enterprise, eircom surveys measured significant customer loyalty increases, including a 156-percent increase in customers responding they would recommend eircom's services to others.

"The ultimate reward with any new system is quick results, and that's what we achieved with KANA," said Emmet Feeney, capability manager, Customer Services for eircom. "The KANA system enables prompt support and helpful advice, which benefits our customers and employees. Getting front-line processes like these right is crucial to the delivery of an efficient and first-class service for our customers, while aligning our company for continued success."

About KANA Software
KANA understands the value of great Customer Service experiences. We know every channel through which a customer communicates with -- and about -- your brand. We provide on-premises and cloud solutions for large enterprises and mid-market organizations. 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 scores (NPS) at more than 900 enterprises -- including many of the Fortune 500 and more than 250 government agencies. At KANA, we help create differentiated and personalized customer experiences that count.

KANA is based in Silicon Valley, California and has offices worldwide. For more information visit www.kana.com, phone +1 800-737-8738, and follow KANA on Twitter @KANAsoftware.

KANA is a registered trademark of KANA Software, Inc. All other company and product names may be trademarks of their respective owners.

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