Providing telephone and online access to a range of brokerage, managed fund and other consumer financial products, TD Waterhouse is one of the worlds largest discount brokers.

Challenge

TD Waterhouse recognised that first class customer service was vital to its market leading position. With fluctuating demand for contact centre agents, knowledge provision needed to be transformed to enhance agent performance.

Why become an On Demand
Business?

TD Waterhouse needed to integrate information provision with its business processes, enabling agents to respond flexibly to varying demands.

Solution

TD Waterhouse teamed with IBM Business Consulting Services to develop a knowledge management strategy for its contact centre using a KANA solution to integrate knowledge across the business.

Key Benefits

Customer Satisfaction Index up 10 per cent across all brands

Agent productivity up 5.5 per cent, agent errors down 29 per cent.