Customer service solutions from IBM and KANA

Executive summary

The goal - Balance customer expectations with business objectives

IBM and KANA customer service solutions can give you the speed, agility, and intelligence to create the ideal service experience for your customers at a cost that benefits your business. IBM and KANA have helped companies in every industry discover the power of these solutions to achieve double-digit increases in customer satisfaction while improving agent productivity by as much as 75%. Designed for agile adaptation, IBM and KANA solutions enable you to transform your service operations in minutes, not months, to respond instantly to business opportunities, changing processes, and new regulations.

The advantage - Rely on industry leaders for customer service success

Delivering value to your company through successful technology and services integration is the goal of the partnership between IBM and KANA. Our partnership is based on long-term experience and industry leadership in helping global organizations achieve their customer service goals.

The benefits - Cost-effectively deliver outstanding customer service

IBM and KANA solutions represent one of the best decisions you can make for your customers and your company. Your customers gain highly responsive, consistent, and personalized service delivered across multiple channels. Your company benefits with faster time-to-market, greater agility to respond to change, lower costs for service, compliance with regulations, and the ability to turn service centers into profit centers.

The ROI - Higher customer satisfaction, lower service costs

Based on previous customer implementations, IBM and KANA customer service solutions have helped to:

Business view

The goal - Balance customer expectations with business requirements

The challenge for today's customer service executive is to manage competing key performance indicators including costs, revenue goals, company policies, and customer satisfaction. IBM and KANA offer agile, adaptable solutions to orchestrate service processes, knowledge, and technology to maximize the value of each service interaction and find the right balance between key performance indicators.

The advantage - Proven leadership in customer service solutions

Delivering value to your company through successful technology and services integration is the goal of the partnership between IBM and KANA. Our partnership is based on long-term experience and industry leadership in helping global organizations achieve their customer service goals.

The benefits - A balanced scorecard for customer service

IBM and KANA offer complete solutions for service experience management, knowledge management, and eService that enable your organization to deliver the ideal service experience by effectively balancing the key performance indicators for customer service operations. IBM and KANA solutions:

The approach - Proven assessment methodology delivers actionable plan for improvement

IBM and KANA work closely with you to develop a comprehensive roadmap that aligns the customer service implementation with identifiable business needs and goals. Using a proven service experience assessment methodology and tools, IBM and KANA assess the state of your customer service capabilities and deliver a roadmap with the associated ROI in less than one week.

The IBM and KANA assessment methodology provides a thorough, independent evaluation of your service processes. The assessment will help you benchmark your organization against industry best practices and set achievable business goals that can deliver an outstanding customer service experience at a cost that benefits your business.

The financial advantage - Higher customer satisfaction, lower service costs

Based on previous customer implementations, IBM and KANA customer service solutions have:

For example, TD Waterhouse UK achieved higher agent productivity and customer satisfaction using IBM and KANA solutions. The goal for TD Waterhouse UK was to achieve greater productivity and customer satisfaction with its call center service. With the help of IBM and KANA, TD Waterhouse UK now offers unparalleled telephone support using an integrated solution that provides agents with the knowledge and intelligence they need to quickly resolve inquiries across multiple brands. Agents can find answers regardless of the call type, enabling them to complete more "one and done" calls and focus on quality and service.

The implementation has proven highly successful with:

Technical details

The issues - Optimize service delivery with SOA-architected solutions

Today's difficult economy has increased the pressure on customer service and IT organizations to respond faster to changing business conditions, improve the customer experience, reduce service costs, and ensure processes are fully compliant with regulations. These demands require technology that is flexible, highly adaptable, and can help companies balance customer expectations with business goals.

IBM and KANA help companies meet these challenges with SOA solutions that give you the speed, agility, and intelligence to create the ideal service experience. Designed for rapid and easy implementation and integration into the current enterprise environment, these open-standard customer service solutions can help companies achieve the fastest time to value and payback.

The benchmark - Proven hardware and software make the measured difference

Regardless of your architectural preference or specific processing needs, IBM systems and KANA software can be fully integrated into your existing technology environment.

The components - The tools to balance customer expectations with business objectives

Customer service solutions from IBM and KANA combine IBM hardware and services with KANA best-of-breed applications, including:

IBM provides key components, including:

The implementation - Joint marketing and support for ideal customer service

As market leaders in the development of emerging technologies and customer service solutions, IBM and KANA have joined together to market and support transformational SOA-based customer service solutions. By embedding the market-leading technology of the IBM SOA Foundation into KANA software, IBM and KANA make it possible to rapidly develop and deliver service interactions which are perfect expressions of a company's business goals for each customer touch point.

IBM and KANA are building a set of specialized tools and Web services to address the core business needs of customer service organizations. Working together, KANA and IBM are delivering one of the richest examples of the benefits of SOA technology and composite applications. For example, IBM SOA framework solutions for banking, communications, healthcare, and insurance fully integrate KANA software with IBM capabilities to deliver SOA-based customer service solutions that support industry-specific business and technology standards.

The IBM SOA Foundation, embedded in the KANA software, leverages next-generation technology for business process management, knowledge management, Web 2.0, and predictive analytics. Because IBM SOA capabilities are built into the software, IT organizations are not required to fully embrace SOA in order to reap the benefits of this technology. The software abstracts the complexities of the SOA infrastructure through a set of business-friendly tools.

The cost of ownership - SOA-based solutions reduce IT costs for delivering outstanding customer service

Because KANA software is fully integrated with IBM SOA technology, IT organizations gain customer service solutions that help them lower the cost of ownership and reduce the burden on their people. The customer service solutions from IBM and KANA provide:

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