Online broker TD Waterhouse UK has rolled out Kana's customer relationship management technology, Kana IQ, to staff at its customer contact centre.
TD Waterhouse UK - which also provides share-dealing services to the customers of Royal Bank of Scotland and NatWest Stockbrokers - says in the first 10 days of going live, the technology has enabled it to reduce escalations to the back office team by 20%, cut call handling times by eight per cent and slash customer 'hold times' by almost 25%.
The service resolution management system provides users with access to a customer knowledge base and features multiple search and retrieval tools designed to help staff resolve customer queries. Kana says its IQ product has significantly increased 'first call' resolution rates and decreased call 'hold times' at TD Waterhouse. The application also analyses customer information to present staff with cross-sell opportunities.
Darren Hepworth, VP of the customer contact centre at TD Waterhouse UK, says: "By providing staff with easy access to the answers they need, it's actually helping to improve productivity."