Telecom Giant eircom Dials Up Customer Service with KANA Enterprise


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Telecom Giant eircom Dials Up Customer Service with KANA Enterprise;
Ireland’s Largest Telecom Provider Sees 156 Percent Customer Loyalty
Increase via End-to-End Knowledge Sharing

GLASGOW, November 5, 2013 –

m=kanasoftware&utm_content=eircom-release&utm_campaign=eircom-pr> 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 eircom, Ireland’s largest telecommunication provider, is using

=eircom-release&utm_campaign=eircom-pr> KANA Enterprise to drive its
customer service initiatives.

eircom provides fixed line, broadband and mobile services to 2 million
customers and, experiencing significant growth, wanted to better empower its
phone advisers to own and resolve customer problems. The company also wanted
more visibility into customer issues to get ahead of tracked support trends
and create more-comprehensive reporting methods.

eircom worked in partnership with KANA and, in just four months, implemented
the KANA Enterprise customer service management system with an initial
emphasis on leveraging its knowledge management and case management
functionality. By aggregating data, KANA Enterprise provides eircom’s
customer service agents with all available information within the context of
each customer’s profile, service history and issue at hand. And, by
continually monitoring activity across multiple customer communication
channels, including phone, Web, mobile and social media, KANA Enterprise
helps eircom rapidly re-model and improve its support processes.

Agents now have the knowledge needed to fully assist customers on first
contact, fewer calls are transferred, and the time and total cost to serve
customers have decreased. When calls do need to be transferred, KANA case
management capabilities show agents each customer’s history, the context and
the status of their requests, and the knowledge base suggests best actions
to complete service calls.

Within weeks of implementing KANA Enterprise, eircom surveys measured
significant customer loyalty increases, including a 156-percent increase in
customers responding they would recommend eircom’s services to others.

“The ultimate reward with any new system is quick results, and that’s what
we achieved with KANA,” said Emmet Feeney, capability manager, Customer
Services for eircom. “The KANA system enables prompt support and helpful
advice, which benefits our customers and employees. Getting front-line
processes, such as these, right is crucial to the delivery of an efficient
and first-class service for our customers, while aligning our company for
continued success.”

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, 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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