UK�s leading discount brokerage recognized for knowledge management practices that have yielded tremendous business benefits
MENLO PARK, Calif. – January 29, 2007 – KANA Software Inc. (OTCBB: KANA.OB), a world leader in multi-channel customer service, today announced that TD Waterhouse UK, one of the UK�s largest brokers and part of the Toronto Dominion Bank Financial Group, received KMWorld magazine�s 2006 KM Realty Award for making knowledge management a positive reality. The recognition was based on TD Waterhouse�s �Project Resolve�, a knowledge-driven customer service initiative that leveraged KANA IQ in conjunction with IBM Global Business Services to transform the agent and customer experience.
Each year, KMWorld presents the KM Reality Award to an organization with a knowledge management program that has been in place for at least 18 months, has demonstrated senior management support, and has defined metrics to evaluate the program and its impact on organizational goals. This year, KMWorld honored TD Waterhouse UK for demonstrating leadership in the implementation of knowledge management practices and processes.
Using KANA IQ, TD Waterhouse agents now have the ability to quickly and accurately locate critical product and process information, resulting in increased agent productivity and customer satisfaction while reducing queue times and low-value interactions. In addition, the solution allows agents to be rapidly retrained to provide support across multiple lines of business � further enhancing their productivity and transforming the working environment. �KANA IQ understands and reacts to the context of a request and automatically responds with guidance for rapid resolution of customer inquiries,� said Darren Hepworth, Director of Customer Services at TD Waterhouse UK. �The solution has enabled us to optimize customer service and knowledge management within our contact center.�
As a KANA Global Strategic Alliance, IBM Global Business Services consultants played a key role in the project implementation. Optimizing the solution required development of a knowledge management strategy that efficiently integrated information provision with business processes. �IBM�s expertise, project management, and coaching skills were integral to the speed and ease of our implementation,� Hepworth said.
KMWorld judges were impressed by the immediate and substantive business results the knowledge management initiative produced. Within ten days of deploying KANA IQ, TD Waterhouse dramatically improved customer service. Customer hold times were reduced by 24 percent, escalations to the back office team were reduced by 17 percent, and overall call handling times were reduced by 8 percent. Overall, agents turned to KANA IQ for knowledge and process support in almost 90 percent of cases during the initial pilot.
“We are thrilled that our customer TD Waterhouse has been recognized by KMWorld magazine for its knowledge management program,� said Marchai Bruchey, chief marketing officer at KANA. “This acknowledgement is further validation of the ability of our solutions to transform the agent and customer experience. It is also a testament to KANA�s long-standing alliance with IBM Global Business Services and our joint efforts to provide enterprise customers with the resources and expertise needed for more rapid implementation, closer alignment of technology and business objectives and greater return on investment.�
KANA is a world leader in multi-channel customer service. KANA’s integrated solutions allow companies to deliver consistent, managed service across all channels, including email, chat, call centers and Web self-service, so customers have the freedom to choose the service they want, how and when they want it. KANA’s clients report double-digit increases in customer satisfaction, while reducing call volumes by an average of 20%. KANA’s award-winning solutions are proven in more than 600 companies worldwide, including approximately half of the world’s largest 100 companies. For more information visit www.kana.com
About TD Waterhouse UK
TD Waterhouse is the UK�s second largest broker. It provides investors with execution-only trading services through its website at www.tdwaterhouse.co.uk and by phone on 0845 607 6001. Trading is available in UK and International Equities, Unit Trusts, Bonds and Gilts, Covered Warrants, Contracts For Difference (CFDs) and Financial Spread Betting.
The leading information provider serving the Knowledge Management systems market, KMWorld (with a focus on Content, Document and Knowledge Management) informs more than 51,000 subscribers about the components and processes – and subsequent success stories – that together offer solutions for improving business performance.