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The Kana Summit Award recognizes an organization that demonstrates commitment to serving its customers and combines people, processes, and technology to enhance the service experience.
The Carphone Warehouse is a European independent retailer of mobile phones and services, with 1,700 stores across Europe and customer service teams throughout the UK, India, and South Africa.
In the past year a renewed focus on service drove The Carphone Warehouse to launch a knowledge management initiative to achieve a consistent, quality service experience for customers in every market it serves. The Carphone Warehouse uses Kana solutions to provide a central knowledge source for its customer service organization, as well as self-help tools that offer customers access to information online.
One of The Carphone Warehouse's goals was to raise the number of inquiries that are resolved on the first contact. By providing agents with the right information in the right context at the right point in the service experience, The Carphone Warehouse team successfully increased their first-time fix rate to 89 percent.
Kana technologies implemented within The Carphone Warehouse include Kana IQ, a knowledge management solution for customer service agents that reduces the time it takes to answer customers' enquiries, as well as Kana Response, an email management service that automates and streamlines high volumes of email and Web form management.
Anne Wood, Head of Knowledge Management and Self-Help for The Carphone Warehouse, said, "As a market leader that understands the link between outstanding customer service and customer retention, we are committed to the investment in technology and culture to ensure that our customers have an excellent service experience. With Kana, we can effectively respond to a high volume of enquiries across multiple channels, delivering a superior experience to our customers and our customer service agents, while reducing costs."
Michael S. Fields, CEO of Kana, said, "Each year, the Kana Summit Award is given to an organization that shows a deep commitment to customer service excellence. We have many customers who demonstrated outstanding commitment to customer service during a challenging business climate this past year, and The Carphone Warehouse stood out for their team's extraordinary efforts to enhance the service experience for their customers across Europe."
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