Kana, a provider of bespoke eCRM applications, announced that Icelandair, the country’s premier airline, has implemented its email management application to improve customer service. The company will deploy Kana’s application in 18 departments, including diverse areas of the business, such as hotel reservations and car hire.
“Our current business objectives are simple: to increase customer service levels without increasing costs. Kana has enabled us to do just that, allowing us to offer higher service levels to ever increasing customer numbers – this would previously have been an unobtainable target,” said Gudjon Arngrimsson, director, corporate communication, Icelandair.
“We chose Kana after careful consideration and evaluation as it was clearly the leader it its field. Having used the application, we can see exactly why: it’s easy to use, efficient and it provides a clear and speedy ROI. What more could you ask for? adds Arngrimsson.
According to Icelandair, Kana provides an automatic acknowledgement for every customer email it receives. Emails are then categorised, so that the company can keep track of customer needs and co-ordinate responses from the relevant department.
Icelandair also use Kana’s rules to ensure mailboxes are free of junk email. The system will provide management teams with an overview of contact status as the system is monitored daily, with weekly reports measuring email volume and monthly performance reports sent to each department.
Alf Saggese, MD EMEA for Kana commented: “Raising customer service at low cost is a global aspiration for businesses. It’s one of Kana’s proven strengths. Ensuring that customer service departments can respond quickly and accurately to enquiries is often the first stage of a customer service strategy: it’s vital to get it right first time. This is just what Icelandair have done.”