Founded in 1994, Kana has built a fierce reputation in providing its Enterprise Case Management solution to government and the wider public sector. By linking front and back office applications, Kana ECM enables front line workers to access back office processes, and therefore resolve customers’ queries on the spot without having to refer the query, and lose control of the outcome. As a simple example, if a citizen rings in to report that their refuse has not been collected, the case worker handling the query is able to access a series of user friendly screens and well tested scripts to investigate the issue and provide the answer immediately.
Within Kana ECM, the ‘case’ could be the query itself, the street from which refuse was not collected, the address the citizen is calling from or the driver of the refuse collection vehicle – or the resident making the call. Now imagine a scenario where this same citizen has previously been the subject of complaints because he has a ferocious dog which won’t let refuse collection operatives enter the premises to retrieve bins. Or he is elderly and entitled to benefits which he is failing to claim. There could be a perfect opportunity not only to resolve the initial query, but to add value to the call. This is precisely where Datactics SVC solution comes in.