TD Waterhouse Announces Service Resolution Success With KANA

KANA Service Resolution Management Solutions Help Transform Customer Support
MENLO PARK, Calif., August 16, 2004 �-KANA� (NASDAQ: KANA), a leading provider of service resolution management (SRM) solutions, today announced that TD Waterhouse UK, the UK�s second largest discount broker, with over 350,000 investors, has revolutionized its approach to customer service after implementing KANA IQ. Following a successful pilot phase, KANA is now helping TD Waterhouse UK � which also provides share-dealing services to the customers of Royal Bank of Scotland and NatWest Stockbrokers � reach its goal that each customer call is successfully resolved on the very first contact.

Ten days after going live, the KANA IQ knowledge base for agent-assisted service has already improved service resolution at TD Waterhouse, reducing escalations to the back office team by 20 per cent, call handling times by 8 per cent and customer ‘hold times’ by almost 25 per cent. In addition, agents are now retrained to provide support across multiple lines of business � further enhancing their productivity and transforming the working environment at TD Waterhouse UK�s contact center.

Through its implementation of KANA IQ, TD Waterhouse UK has fulfilled three key customer service objectives, which were to:

  1. Transform customer service: KANA IQ has significantly increased ‘first call’ resolution rates and cut hold times by consistently offering customers the insights of the most experienced specialists in the company
  2. Improve service reps� productivity: KANA has enabled TD Waterhouse to develop a multi-skilled service team, which can provide advice on a wide-range of products and brands, without needing extensive retraining
  3. Cut contact center costs: KANA IQ has created highly productive, multi-skilled teams enabling TD Waterhouse UK to support greater call volumes without increasing staffing levels

�KANA IQ is helping us go further than strengthening relationships with our customers. By providing staff with easy access to the answers they need, it�s actually helping to improve productivity, cooperation between departments, and making TD Waterhouse UK an even more attractive working environment to our teams,� explained Darren Hepworth, VP for the Customer Contact Centre at TD Waterhouse UK.

�KANA is a proven driver of customer satisfaction, with great pedigree in the contact center industry. Its products are scaleable and intuitive, providing very encouraging results after a successful trial period. We�re now looking to use KANA to unlock further efficiency savings across our contact center � without undermining the service we provide to our customers,� he concluded.

KANA’s SRM solutions help optimize service by improving first contact resolution rates, creating more efficient lead generation and product matching and automating customer processes. The solutions also help to decrease operational costs by providing efficient lower-cost interaction channels and proactive service while leveraging internal and external knowledge bases to enable consistent resolution of customer inquiries.

�The service resolution management strategy TD Waterhouse UK has implemented will be of great reassurance to customers � providing them with the answers they need, when they need them,� said Brian Kelly, executive vice president of products and marketing. �What�s more, it�s also helping TD Waterhouse representatives work smarter and more efficiently. We�re delighted to announce TD Waterhouse UK�s early successes with service resolution management.�

About TD Waterhouse UK

TD Waterhouse is the UK�s second biggest, and one of the world’s largest discount brokers, providing investors with a broad range of brokerage, mutual fund, banking and other consumer financial products. Worldwide, TD Waterhouse currently services more than 3.3 million customer accounts and has over US $175 billion of assets under management. TD Waterhouse UK provides investors with execution-only share dealing services through its website at

About KANA

KANA is a leading provider of Service Resolution Management (SRM) solutions that improve customer satisfaction, reduce service costs, and increase revenues. KANA�s award-winning suite of customer service solutions for assisted, self, and proactive service enables companies to resolve customer requests quickly and accurately across multiple channels. Built on the industry�s most advanced web architecture, KANA�s solutions are in use at more than half of the world�s largest 100 companies. For more information visit