Yorkshire Building Society selects eGain for enterprise-wide knowledge management and knowledge-enabled service to 1.25 million clients
Slough, United Kingdom, January 10, 2007 - eGain Communications (OTC BB: EGAN.OB), a provider of top-rated* customer service and contact centre software for in-house or on demand deployment, is today announcing it has been selected to implement its eGain Knowledge Agent™ software across all 2,400 customer facing staff within Yorkshire Building Society.
Yorkshire Building Society has selected eGain’s knowledge management software to support fast and quality customer service delivery across its entire product range. An additional objective of the implementation is to demonstrate the Society’s compliance to risk management as part of BASEL II regulations.
Robert Matthews, Head of Strategic Liaison, Yorkshire Building Society, commented: “We have achieved the prestigious accolade of ‘Lender of the Year’ by Mortgage Magazine for the last two years and are always looking at ways to better serve our customers. In this highly competitive market, providing fast and accurate information is key. eGain will enable us to continue to improve our service delivery by developing a collaborative approach to knowledge sharing and then making this available enterprise-wide in the most intuitive way possible.”
eGain was selected in November 2006, following a competitive pitch against other companies operating within the same field. eGain’s solution will replace Yorkshire Building Society’s existing intranet based knowledge repository. The implementation will enable Yorkshire Building Society to review and improve its processes, progress change requirements quickly and flexibly, and keep the Society’s vast amount of information up-to-date and easily accessible through keyword searches. Designing the information delivery from the customer’s perspective will enable the Society to provide the right information to clients, promptly.
eGain’s knowledge management solution is being implemented for Yorkshire Building Society’s Savings information in the first instance. This pilot is due to go live in January for 2,000 users, with over 750 knowledge articles authored and available for access. Thereafter it will be rolled out across all products and services and will be used by all 2,400 of the Society’s multi-disciplined contact centre and branch staff, to support customer services across their 1.25 million customer accounts.
Andrew Mennie, General Manager and Vice President EMEA, eGain said: “We are thrilled to see Yorkshire Building Society embrace the broader benefits of eGain’s knowledge management software. It is an excellent tool for validating risk management and demonstrating control of procedures. The Society is again proving itself to be very forward-thinking in this implementation”.
Filed under: eGain
