KANA email response management solution

Wells Fargo Boosts Productivity by 20% with KANA Email Response Solution Implementation

company overview

Wells Fargo is a renowned financial institution with a long-standing history and extensive
expertise in the banking and financial services sector
The company offers a comprehensive range of products and solutions to cater to the diverse needs of its individual and corporate clients
Wells Fargo prioritizes customer experience through technology, governance, and compliance

Location

San Francisco, CA

Industry

Financial Services

Employees

10,001+

SPAR by Numbers

1000

+

Completed Projects

15

Yrs

In the Industry

140

+

Metric 3

$100

m

Metric 3

1000

+

Completed Projects

20

+

Years in Business

6

+

Year Average Client Partnership

100

+

Technologies Supported

challenges

Managing a high volume of email contacts from customers while ensuring consistent and high-quality responses to maintain customer satisfaction (CSAT)
Improving the speed and efficiency of bankers in handling calls from mutual fund clients
Navigating the challenge of integrating cloud contact center technology for enhanced operations
Overcoming challenges related to data security and privacy when adopting new technology solutions

solutions

Implemented the KANA email response management solution, resulting in improved productivity
Customized the KANA platform to drive efficiency and ensure seamless supervisory oversight and security compliance
Successfully migrated the email response management system to the KANA platform on the Salesforce.com SaaS platform
Integrated CTI functionality with the KANA platform to support IVR applications and enable screen pops

results

Wells Fargo experienced a remarkable 20% increase in productivity with enhanced customer experience and strengthened security measures.

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