SOURCE: KANA Software, Inc.

KANA Software, Inc.

October 23, 2013 09:00 ET

TYME Is Money When It Comes to Customer Service: Mobile Banking Provider Using KANA Enterprise to Support Millions of Customers

Full Customer Engagement Center Deployed by KANA in 10 Weeks

SUNNYVALE, CA--(Marketwired - Oct 23, 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 TYME (Take Your Money Everywhere) is using KANA technology to enable customer support for its mobile banking service for millions of consumers in South Africa.

TYME, launched in 2012 in association with African telecommunications company MTN, is a distribution channel of the South African Bank of Athens. The company provides a low-cost, simple and secure mobile payment service to millions of customers in Southern African countries -- where nearly half the adult population does not have a bank account. Its mobile-only banking service is free for anyone over 16 with a South African mobile phone number. Customers use the TYME application to store, send and transact with virtual cash, quickly and securely.

Designing a Single View "For" the Customer
TYME has achieved process simplicity using the KANA Enterprise customer service suite to enable support across customers' mobile devices -- providing a convenient "single view" of relevant service functionality and information to customers. Managing fast and consistent customer support via phone and SMS texting was a key reason for selecting KANA technology. KANA Enterprise also integrates with TYME's core banking, insurance, MTM mobile and ERP systems to enable efficiencies that transform the company's multilayered business processes into simple, convenient end-user functions.

TYME's business is growing rapidly, unimpeded by the burdensome infrastructure requirements faced by traditional banks. Efficiencies, such as those its KANA system creates, help TYME offer its customers quick service and all the support they require at very low operational costs.

"We needed a provider that understood our mission of making banking as accessible as mobile telecommunications and creating economic empowerment that could act very quickly," said Rolf Eichweber, Head of Group Business Development for TYME. "KANA provides us a single view of the customer -- which is absolutely essential for our business. KANA technology is adaptable enough to handle our unique circumstances, including coping with users' legacy mobile technology. In fact, we had a KANA team on the ground within days of our selection. They designed, tested and launched our customer engagement center in just 10 weeks -- which is breathtakingly efficient."

TYME plans to introduce its services to other emerging economies where citizens are embracing mobile technology.

"Our next market is Namibia," noted Eichweber. "The KANA team will be central to our deployment there as well."

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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