A measure of success: customer loyalty

To drive a customer service initiative, eircom, Ireland’s largest telecommunication provider, has deployed a new customer service solution.

Eircom has implemented the KANA Enterprise customer service management system with an initial focus on leveraging its knowledge management and case management functionality. KANA Enterprise aggregates data to provide eircom’s customer service agents with all available information within the context of each customer’s profile, service history and issue at hand. KANA says that its solution helps eircom remodel and improve its support processes by continually monitoring activity across multiple customer communication channels, including phone, Web, mobile and social media.

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

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

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