Wheatley Group Deploys KANA Enterprise as Customer Service Solution

Wheatley Group has entered into a strategic collaboration with KANA Software. Wheatley will now deploy KANA Enterprise as its customer service management offering with an aim to increase tenant assistance and handle the property management intricacies of the developing housing group. A wide array of reasonably priced housing, community regeneration, property management and tenant support services are offered by Scotland-based Wheatley via its three Registered Social Landlords and two commercial organizations to nearly 70,000 customers.

In a statement, Mags Lightbody, group director of resources for the Wheatley Group, said, "We are determined to offer all our customers the best possible experience every time they contact us. KANA has provided us with advice and technology expertise to meet our customers' expectations and our growing business and property management requirements. They have matched the ideal service automation and knowledge management capabilities to allow us to take our customer services and our business to the next level."

Glasgow Housing Association or GHA is one of the important Registered Social Landlords through which Wheatley Group carries out its operations. KANA technology has been utilized by GHA in the Group's Customer Service Center. GHA has assigned Wheatley as its parent organization, thereby allowing GHA to collaborate with Wheatley’s associate ancillaries. GHA can now advantageously the KANA Enterprise customer service suite to offer the finest service customers, across multiple market sectors, irrespective of the manner in which they communicate. KANA Enterprise functionalities like the Agent Desktop, Knowledge Management, Case Management, Live Chat, Web Self-Service and Co-Browse will be utilized by the Customer Service Center and community-based offices throughout the group.

James Norwood, chief marketing officer for KANA, said, "We developed KANA Enterprise to support the changing and often sophisticated needs of our customers. Wheatley Group joins many leading 'blue chip' enterprises of worldwide renown, such as Barclays, British Gas and BSkyB (News - Alert), in choosing KANA Enterprise to underpin its customer service delivery and actively manage this essential part of its business. End-to-end service management across multiple communication channels is foremost on the minds of progressive organizations like Wheatley, and KANA technology will ensure consistent agent and customer experiences across each channel it uses to advance its business relationships."