KANA News: Mobile Banking Provider TYME Selects KANA for Mobile Customer Support

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TYME is Money When it Comes to Customer Service: Mobile Banking Provider
Using KANA Enterprise to Support Millions of Customers;Full Customer
Engagement Center Deployed by KANA in 10 Weeks

SUNNYVALE, Calif., October 23, 2013 -KANA Software, Inc., a global leader in
customer service solutions delivered on-premises or in the cloud and used by
more than 900 organizations, today announced TYME (Take Your Money
Everywhere) is using KANA technology to enable customer support for its
mobile banking service for millions of consumers in South Africa.

TYME, launched in 2012 in association with African telecommunications
company MTN, is a distribution channel of the South African Bank of Athens.
The company provides a low-cost, simple and secure mobile payment service to
millions of customers in Southern African countries – where nearly half the
adult population does not have a bank account. Its mobile-only banking
service is free for anyone over 16 with a South African mobile phone number.
Customers use the TYME application to store, send and transact with virtual
cash, quickly and securely.

Designing a Single View “For” the Customer

TYME has achieved process simplicity using the KANA Enterprise customer
service suite to enable support across customers’ mobile devices – providing
a convenient “single view” of relevant service functionality and information
to customers. Managing fast and consistent customer support via phone and
SMS texting was a key reason for selecting KANA technology. KANA Enterprise
also integrates with TYME’s core banking, insurance, MTM mobile and ERP
systems to enable efficiencies that transform the company’s multilayered
business processes into simple, convenient end-user functions.

TYME’s business is growing rapidly, unimpeded by the burdensome
infrastructure requirements faced by traditional banks. Efficiencies, such
as those its KANA system creates, help TYME offer its customers quick
service and all the support they require at very low operational costs.

“We needed a provider that understood our mission of making banking as
accessible as mobile telecommunications and creating economic empowerment
that could act very quickly,” said Rolf Eichweber, Head of Group Business
Development for TYME. “KANA provides us a single view of the customer –
which is absolutely essential for our business. KANA technology is adaptable
enough to handle our unique circumstances, including coping with users’
legacy mobile technology. In fact, we had a KANA team on the ground within
days of our selection. They designed, tested and launched our customer
engagement center in just 10 weeks – which is breathtakingly efficient.”

TYME plans to introduce its services to other emerging economies where
citizens are embracing mobile technology.

“Our next market is Namibia,” noted Eichweber. “The KANA team will be
central to our deployment there as well.”

About KANA Software

KANA understands the value of great Customer Service experiences. We know
every channel through which a customer communicates with—and about—your
brand. We provide on-premises and cloud solutions for large enterprises and
mid-market organizations. By unifying and maintaining context for customer
journeys across agent, Web, social and mobile experiences, KANA solutions
have reduced handling time, increased resolution rates and improved net
promoter scores (NPS) at more than 900 enterprises – including many of the
Fortune 500 and more than 250 government agencies. At KANA, we help create
differentiated and personalized customer experiences that count.

KANA is based in Silicon Valley, California and has offices worldwide. For
more information visit www.kana.com, phone +1 800-737-8738, and follow KANA
on Twitter @KANAsoftware.

# # #

KANA is a registered trademark of KANA Software, Inc. All other company and
product names may be trademarks of their respective owners.

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