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
San Francisco, CA
Financial Services
Working with SPAR since
Wells Fargo
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  • 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
  • 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

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

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