SOURCE: KANA Software, Inc.
SUNNYVALE, CA--(Marketwired - Aug 30, 2013) - Wheatley Group -- Scotland's leading housing, care and community regeneration group -- is implementing KANA Enterprise as its customer service management solution. Wheatley delivers, through its three Registered Social Landlords and two commercial companies, a range of affordable housing, community regeneration, property management and tenant support services to its 70,000 customers.
Wheatley, which has an annual turnover of approximately $300 million, has transformed its business to ensure its subsidiaries are firmly rooted in their local communities and that staff are fully empowered to provide excellent, tailored customer services at every point of contact. This includes making best use of cutting-edge technology to offer customers new and modern ways of accessing services that meet their changing expectations.
Glasgow Housing Association (GHA), the powerhouse of Wheatley Group, is the largest social landlord in Scotland. During the past 10 years, it has invested $1.86 billion in improving homes as well as investing in a range of services to help people in its communities have more opportunities to improve their lives. It has gained external recognition for its commitment to excellence through a number of prestigious awards, including winning Quality Scotland's award for Business Excellence in 2011, securing Customer Service Excellence (CSE) accreditation for five years in a row and, this year, gaining Investors in People (IiP) Gold accreditation.
GHA to date has used KANA technology in the Group's Customer Service Center. The creation of Wheatley as a parent company has allowed GHA to work with its partner subsidiaries -- Cube Housing Association, West Lothian Housing Partnership, YourPlace Property Management and Lowther Homes -- to leverage the KANA Enterprise customer service suite to provide customers across multiple market sectors the best possible service, no matter when or how they get in touch. The Customer Service Center and community-based offices across the group will use KANA Enterprise functionality, including the Agent Desktop, Knowledge Management, Case Management, Live Chat, Web Self-Service and Co-Browse, among other capabilities to ensure their diverse customers can access consistent and personalized services.
"We are determined to offer all our customers the best possible experience every time they contact us. KANA has provided us with advice and technology expertise to meet our customers' expectations and our growing business and property management requirements," said Mags Lightbody, Group Director of Resources for the Wheatley Group. "They have matched the ideal service automation and knowledge management capabilities to allow us to take our customer services and our business to the next level."
"We developed KANA Enterprise to support the changing and often sophisticated needs of our customers," said James Norwood, Chief Marketing Officer for KANA. "Wheatley Group joins many leading 'blue chip' enterprises of worldwide renown, such as Barclays, British Gas and BSkyB, in choosing KANA Enterprise to underpin its customer service delivery and actively manage this essential part of its business. End-to-end service management across multiple communication channels is foremost on the minds of progressive organizations like Wheatley, and KANA technology will ensure consistent agent and customer experiences across each channel it uses to advance its business relationships."
Wheatley will next collaborate with KANA on developing the social media and mobile aspects of its customer service strategy.
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.
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