Sprint

Optimizing solutions
for the optimal
service experience

With KANA Global Services, Sprint aligns its KANA solutions to reflect new and growing demands within the service department and the evolution of best practices to enhance customer service.

The Challenge

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Sprint, a leading provider of wireless and wireline communications services to consumers, businesses and government users, is committed to keeping pace with changing customer needs. For many years KANA solutions had played an integral role in Sprint's customer management infrastructure, but the time had come to realign the solution with emerging best practices and ensure the telecom leader was using the solution's full capabilities.

In the Customer's Words

Since the redesign, we've integrated a number of additional groups into the KANA system – basically doubling our pool of users to more than 700 people. This is a result of more groups hearing about KANA and how it has provided effective, global e-mail management for the team.

Sherri DePriest
Project Manager, Sprint

The KANA approach

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KANA Global Services consultants helped Sprint's customer management team redesign their existing implementation to support a surge in users and complexity of product and service offerings. By taking advantage of critical capabilities previously untapped, Sprint could provide agents with the tools they needed to increase productivity and quality. A revised category structure improves efficiency by ensuring customer inquiries are routed to the right department. An improved rule structure expedites accurate responses by suggesting information to agents and providing standard phrases.

The optimization was rolled out in less than two hours. Customer satisfaction has increased 12.5% driven by an increase in first-time contact resolution, and the number of calls per subscriber has decreased dramatically