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| Answer the call to improve customer satisfaction
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Optimize the customer service process to address the real cost driver in customer service—resolution management. IBM and KANA offer agile, adaptable solutions with the intelligent, automated application of knowledge throughout resolution management. Streamline the process of diagnosing and resolving customer inquiries to improve customer satisfaction and loyalty.
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| Bank on industry leaders for customer success
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The SRM solution from IBM and KANA provides your financial institution with powerful tools for improving service and maximizing sales opportunities at each stage of the customer experience. - IBM employs over 1,500 consultants and service professionals dedicated to data warehousing and data management.
- More than 500 companies worldwide and over 50 of the world’s largest 100 companies are using KANA SRM solutions.
IBM and KANA both promote an open, scalable platform, allowing you to provide outstanding service across multiple communications channels, including integration with large databases and legacy CRM systems.
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| Improve inquiry resolution across channels
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Our solution directly addresses the process of understanding a customer’s inquiry and finding the best answer. With instant, structured access to comprehensive information, your employees quickly become experts who can effectively promote your products and service. IBM and KANA solutions provide: - More than 140 pre-defined retail banking interactions, including account set-up and maintenance, product advisory, fee dispute, fund access and online procedures, provide answers to common and frequent inquiries.
- Web-based advisors for checking account selection, loans, investments and bank policies offer scripted guidance to determine the best product match and apply the right policy.
- A retail banking taxonomy contains thousands of synonyms and acronyms to simplify the search process, to reduce training and call times and helping customers find the right answer even when they don’t know the exact term.
- One-stop access to alerts, policies and procedures, job aids, training, online help, FAQs and more that contact center agents, branch staff, partners and customers need for quick inquiry resolution.
- Links to externally located content and tools—such as databases, Web sites, legacy applications, payment calculators, address locators and forms libraries—speed up inquiry resolution.
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| Korean Bank extends productivity across the call center
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Many companies worldwide have taken advantage of CRM solutions from IBM and KANA. For example, Kookmin Bank in Korea, wanted to reduce telephone waiting times at its call center facilities, be able to locate customer information across multiple accounts and deliver fast, accurate responses.
Kookmin, with the help of IBM and KANA, built an integrated, knowledge-powered customer service solution that lowers costs, manages customer requests from multiple channels in virtual real-time and delivers relevant information to agents located in a centralized contact center.
Some of the benefits they've experienced: - Full payback expected in less than one year following full implementation.
- A 20% decrease in call handling time.
- Additional revenues due to ability of call center agents to cross-sell services.
- Improved responsiveness to customers.
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| Personalized service, intelligent response
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The IBM and KANA solution focuses on service resolution management (SRM)—the highest cost of customer service. Based on previous customer implementations, in most cases our service resolution management solution offering can help: - Reduce call handing time by 15 - 80%.
- Reduce training costs and agent turn over by 60-80%.
- Reduce call volumes by 20-60% with customer adoption of on-line self service.
- Allow 50-60% more calls to be handled by a tier 1 agent.
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