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Customer Case Studies


Customer Service Software that delivers measurable results

Join the growing list of KANA customers who have achieved double-digit increases in customer satisfaction while reducing calls by 20%. They include hundreds of companies around the world and many of the Global 1000.

 

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CCV

CCV Implements KANA Express

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Cendris

KANA Express and its Knowledge Management Capabilities Helps Cendris Create Customized Experiences for its Clients

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Priceline.com

Priceline has built a multi-billion dollar business by making online travel planning intuitive, affordable and fun. Their brand promise requires customer service technology every bit as dynamic and user-friendly as Priceline.com itself. Read about Priceline's strategy »

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SUSA Student Employment Agency

KANA Helps SUSA Set Up Single, Central Contact Center Solutions and Knowledge Management Capabilities to Reduce Calls by 80 Percent

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ZIG Websoftware

KANA and ZIG Websoftware: Perfect Partners for the Housing Association Market

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Bindinc

Bindinc Utilizes KANA Express to Enhance Customer Service

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Eircom

Telecom Giant eircom Dials Up Its Customer Service with KANA

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GEM

Gem reduces total cost of ownership and escalations whilst increasing the speed and quality of e-mail service for their diverse client base.

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Sprint Customer Case Study

Sprint aligns people, process and technology to achieve a customer satisfaction leap of 12.5% in just one quarter. Find out how »

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Telkomsel

Breaking Down Barriers with Exceptional Customer Service

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VRT Belgium

VRT Belgium Reduces Inbound Emails by 95 Percent Thanks to KANA Express Email Management Software

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Bank Leumi

Intelligent Self-Service Delivers Fast ROI and More

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DAS

The mission of DAS, one of the largest financial and legal service providers in the Netherlands, is “making justice accessible for all.” This is made possible thanks to the Legal Advice Desk.

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IAK Verzekeringen

IAK Verekeringen Uses KANA to Optimize Contract Administration

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SNS Retail Bank

SNS Relies on KANA to Integrate Client and Knowledge Databases

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Triodos Bank

Triodos Bank is a bank that likes to do things differently. The financial institution, which has been operating since 1980, has a great reputation for sustainable banking. For example, Triodos only lends money to companies that have some kind of added value in the fields of care, welfare, nature, the environment or art and culture.

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Australia Direct Insurance

Learn how Australia Direct Insurance, a division of Insurance Australia Group Ltd (IAG), has leveraged KANA Enterprise to achieve AU$1 million estimated group savings over a 12-month period.

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Marie Curie Cancer Care

One of the UK's largest end-of-life nursing providers cares for more than 31,000 patients each year

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Xerox

Xerox delivers self-service support for hundreds of products to more than 10 million customers in seven languages. Find out how »

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Argyll and Bute Council

By integrating the LAGAN Enterprise Case Management (ECM) solution with a telephony system from MacFarlane and using LAGAN adapters powered by Hyfinity® technology to link revenues and benefits from front office to back office, Argyll and Bute Council in Scotland...

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Cheshire West and Chester Council

CWAC Chooses KANA to Help with its Customer First Strategy

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City of Boston

When the city of Boston set out to re-engineer city service delivery and citizen engagement, it recognized the value of technology in architecting a high-tech, high-touch approach. The city of Boston deployed LAGAN technology...

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City of Buffalo

While big data promises to make the public sector much more efficient and the delivery of services much more targeted and less costly, to date, it has been used minimally. However, the city of Buffalo recognized...

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City of Fort Wayne

Fort Wayne's 311 customer service center serves 19 city departments and upwards of a quarter million people. A small call center delivering big results with KANA LAGAN.

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City of Minneapolis

Minneapolis Relies on 311 Call Center for Disaster Preparedness and Response During a Major Disaster

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City of San Francisco

San Francisco handles millions of requests efficiently through every channel imaginable. Citizens are now benefiting from the flexibility and the city budget from a fast ROI. Find out how »

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City of Toronto, Ontario

Toronto exceeded its own ambitious service targets within six months of implementing our solution. Toronto provides its citizens with world-class service from the world's largest knowledge base. Find out how »

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City of Winnipeg

Winnipeg integrated KANA LAGAN across the city’s operations and implemented in just 7 months.

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City of York Council

Citizens of York are Doing it for Themselves

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Domesta

90 percent of telephone contacts answered on first ring

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DUWO

The DUWO housing association is the oldest provider of student housing in the Netherlands. The dynamic character of the target group has put very significant demands on customer contacts in this ambitious organization for many years. This is why DUWO recently entered into a partnership with KANA and Zig Web software. DUWO wants to computerize customer contacts to make the business operations more modern and efficient.

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Exeter City, UK

According to the travellers' bible Lonely Planet guide book, Exeter has 'a touch of buzzy, big city atmosphere, a large student population, and a thriving arts scene.' Exeter is one of the liveliest cities in the Southwest.

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Falkirk Council

Winning Compliments for Complaints Handling

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GVB Amsterdam

GVB needed an updated contact center solution that would provide greater insight into customer data and key performance indicators (KPIs). They chose KANA Express, a multichannel contact center software solution for midsized businesses designed for ease of use and scalability.

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Hampton, VA

Hampton, VA Pioneers 311 Call Center Excellence

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HM Revenue and Customs

New email service for employers achieves high levels of customer and use while improving service levels and efficiency.

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LA County Dept. of Social Services

LA Social Services provides service to two million of the county's 10 million people. So far, roll-out of a call center has customer satisfaction rates coming in at 99%. Find out more »

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North Ayrshire Council

North Ayrshire Council has successfully launched the first national "Report It" smartphone app.

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North Yorkshire County Council and Craven District Council

North Yorkshire County Council and Craven District Council’s shared service solution has improved customer service and delivered ROI.

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POD MI

KANA and Damovo Install KANA Express in POD State Service

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Riverside

KANA helps Riverside improve service with 360- degree view of its customers

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The Kindertelefoon

The Kindertelefoon, a phone help line for children in the Netherlands, has more than 800 volunteers and 50 paid employees who provide a listening ear for children from 8 to 18 years old, 365 days per year. They do this from 18 different locations using the telephone, online chat, an interactive website and an online forum.

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Tilburg University

Tilburg University has done something pretty unique among major universities, opting for an extensive customer contact system. Who are its customers? The students. Students can now answer their own questions first by searching an online knowledge bank, then, if necessary, submitting their question via a Web form. This innovative approach has proven far more efficient for staff and students. However, a change such as this must be presented to the discerning university crowd with proof as to its effectiveness.

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University of Groningen

Dutch University Becomes More Service-Oriented with KANA Expres

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Vancouver, BC

Vancouver Embraces LAGAN to Increase Accessibility and Service to Citizens on a Daily Basis and Enhance the Olympic Experience

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West Dunbartonshire Council

Local council serving more than 95,000 citizens and 3,000 businesses provide a one-stop shop for citizen-centric interactions

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Windesheim

Collaboration and Knowledge Sharing Lead Windesheim to Select KANA Express and its Knowledge Management Capabilities

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1-800-FLOWERS.COM

1-800-FLOWERS.COM CEO Jim McCann Cites Focus on Customer Experience as Key Catalyst for Business Growth

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Albelli

Albelli focuses on extremely satisfied clients

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Carglass

Improved employee satisfaction due to the KANA Express database

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Carphone Warehouse

Carphone Warehouse has achieved a first-time resolution rate of 89% and delivers accurate and consistent service across channels. Find out how »

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Case Study: Redcats USA

Redcats USA mastered the 'art of automation,' enabling its team of representatives to handle an impressive and growing number of e-mails. Find out how »

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Conrad Electronic Benelux

Conrad Electronic Benelux is Europe’s largest supplier of electronic products. Learn why Conrad Electronic turned to KANA Express to support their vision for the customer service experience.

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Crazy John’s

One of the largest independent phone retailers in Australia improves customer service with KANA

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Klingel

Home shopping company Klingel reflects on the introduction of KANA Express

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Pabo

Pabo Sees Greater Efficiency and Higher Employee Satisfaction, Thanks to KANA

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Sears

10,000 calls per day made easier for one of the largest retailers in North America

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Staples

Staples successfully responded to an over 100% increase in email volume with KANA. Find out how »

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Sunweb

KANA Express Delivers the Web Self-Service and Online Customer Service Capabilities for Sunweb’s Unique Service

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Tele Ticket Service

To handle client communications and queries effectively, Tele Ticket Service opted for KANA Express. Learn how Tele Ticket Serivce was able to decrease the volume of incoming emails by a third and improve processing speed and resolution rates.

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TUI Nederland

TUI Nederland Chooses KANA Express Live Chat on Arke.nl

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Universal Electronics B.V.

Super-Fast Telephone, Email and Chat Handling for Thomas Cook

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Brabant Water

Brabant Water streamlines customer service with KANA Express

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Bruce Power

A Single, Trusted Source for Information Delivers Higher Employee Productivity for Savings Estimated at $7.5 Million a Year

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Eskom

South African Utility Serving Almost 4 Million Customers Improved Its Efficiency with KANA

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PacifiCorp

U.S. Supplier of Low-Cost Electricity Handling More Than 4.5 Million Customer Interactions Annually Achieved Excellence with KANA

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ScottishPower

Supplier of gas and electricity to more than 5 million homes and businesses partnered with KANA to save costs and improve efficiency

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