Universal Salvage, the largest motor salvage company in the UK, is to use Kana to manage the vehicle life cycle, from collection to auction, across a multi-channel contact centre.
Universal’s objective is to integrate all interaction giving real-time, permission-based access to customer case history, the insurance companies, partner activity and vehicle data – including costs, sales returns and tow charges.
“Kana’s products were far ahead of anything else we had seen,” commented Biju Chudasama, IT director at Universal Salvage. “It offered us a strategy that reflected our customer-centric philosophy.”
“This project encapsulates our vision of eRelationship management. It is a great example of how companies can harness the power of the Internet to communicate across the enterprise,” said Terry Wilcox, marketing director EMEA at Kana. “With a strategy that encompasses both customers and partners, they will make the salvage process both seamless and transparent. ”
Kana’s products integrate five channels of communication within Universal Salvage - telephone, fax, electronic data interchange, the Internet and email - providing a universal customer history. While the initial aim is to streamline internal communication, Universal will allow insurers to change details, with both parties seeing the changes instantly.
Established in 1968, with eleven sites throughout the UK, Universal Salvage processes 140,000 vehicles a year. The company is based at Corby, UK, and works with insurers, fleet operators and manufacturers to drive down the cost of motor disposal.
Kana delivers a broad range of integrated eBusiness and interaction applications with a modular and scalable platform for both Internet and Global 2000 companies.