KANA IQ at TD Waterhouse: A Case Study

In September 2004, the second largest discount broker in the U.K., TD Waterhouse, went live with a new service resolution management application from KANA to help boost customer service. This document provides a comprehensive view of the decision-making process, components of the engagement, and the current stage of implementation. This study is based on a phone interview with Darren Hepworth, vice president of customer service at TD Waterhouse.

"TD Waterhouse is undergoing a transformation from a product-centric to a customer-centric organization. In a customer-centric organization, the customer has one point of contact — a 'super' customer service agent — who can handle most inquires and conduct most transactions at the first point of contact. TD Waterhouse was able to leverage the KANA IQ solution to enable agents to handle multiple functions including customer service and trading and to represent multiple brands. Agents can now resolve most inquiries at the first point of contact and customer satisfaction has gone up significantly. The discount brokerage market has very low switching costs, so keeping customer satisfaction high is a condition to staying in business", said Bo Lykkegaard, IDC program manager of European Enterprise Applications.