" Good commitment to the project has aided a very good working relationship between both the Audit Commission and Kainos. "

Caroline Murphy, Senior Project Manager, Audit Commission

" We were impressed with Kainos’ in-depth knowledge of SharePoint and how its use can derive greater business benefit. "

Mary Kane, Implementation Manager, C2k

" It was important for us to deal with a supplier (Kainos) that understands the special requirements of public sector organisations. "

Oliver Douglas, Senior Staff Officer, DCC

" It has been a pleasure to work with such a professional organization with knowledgeable staff and good customer focus. "

Martin Price, Extract Technology

" Kainos has created a unique customer-centric website that delivers fast and accurate insurance quotes. "

Brendan Hughes, eCommerce Manager, FBD

" The service and performance, provided by Kainos on the Kofax implementation was excellent. "

Nigel Byatt, E-Government Program Manager, Harlow District Council

" The success of this project is as much about the partnership with Kainos as the technology itself. "

Ross Morley, Programme Manager, Havant Borough Council

" We were impressed by Kainos’ clear and business benefits driven approach to addressing our key requirements and helping to articulate the solution benefits. "

Lesley Bett, Programme Manager, Information Commissioners Office

" Kainos’s track record implementing EDRM solutions in other councils was very comforting to North Somerset. "

Barrimore England-Davis, EDRM Project Manager, North Somerset Council

" The case management solution has resulted in better service delivery and a more effective operation. "

Jon Freeman, Royal Institution of Chartered Surveyors

" Kainos put forward a very positive team that showed great commitment and knowledge throughout. "

Declan McKibben, Application Portfolio Manager, RTÉ

" The new scanning system has already made a difference to our business and has improved the level of operational efficiency. "

Richard Evans, Internet Manager, C&W

" Kainos had a wealth of experience in EDRMS projects and a deep understanding of SharePoint. We are very pleased with the knowledge and expertise. "

Julie Parish, IT Support Service Manager, GWH

" Kainos has been excellent and a pleasure to work with. We couldn’t have done it without them. "

Mark Eustace, Systems Development Manager, HSCB

" Evolve™ enables us to harness the true value of information at our fingertips for quicker and better patient care. "

Neil Turnbull, Head of Programme Delivery, The Ipswich Hospital NHS Trust

" The Kainos team worked well to deliver a superb product which has been very well received. "

John Evans, Scottish and Southern Energy

" We are absolutely delighted by the Integrated Customer Services Centre developed by Kainos. "

Dominic Lumsden, Operations Director, Ulster Bank

" Kainos has used their excellent knowledge of content management to advise and guide us throughout this project and deliver it on time and to budget. "

David Fitzgerald, Project Manager, WYP

" Kainos has an in-depth knowledge of SharePoint 2010, a strong project management discipline, and a wealth of experience in the public sector. "

Louise Kearney, Director of Organisational Development, NITB

" Kainos, Evolve, understood the strategic vision for the NHS and demonstrated drive and enthusiasm in supporting us in implementing the EDMS. "

Nick McDonnell, Head of IM&T, West Suffolk Hospital NHS Trust

" Good commitment to the project has aided a very good working relationship between both the Audit Commission and Kainos. "

Caroline Murphy, Senior Project Manager, Audit Commission

Permanent TSB - Open24 Internet Banking

Permanent TBS Case Study PDF

The Challenge

Established following the merger of Irish Life & Permanent and TSB Bank, permanent tsb is a leading provider of personal financial services, with over half a million customers. In an increasingly competitive market place, facing intense competition, permanent tsb needed to improve service efficiency. They turned to Kainos to develop a telephone banking solution.

The Solution

Kainos designed and developed permanent tsb’s Open24 solution. This allows customers to access their accounts by phone at any time; for the bank, it provides functionality for each customer to have an Open24 number and their own unique access number, providing a secure service for its customers. The Open24 system integrates with other computer systems in the bank. A new, intuitive Graphical User Interface (GUI) provides an interface to existing systems and new databases.

The Open24 system enables telephone agents to respond quickly to customer requests for balances, to pay bills, check transactions, order statements and set up standing orders.

The Benefits

High Quality Customer Service - Open24 is distinguished by an unrelenting dedication to customer service. Accepting over 5,000 customer calls a day, over 90% of calls are answered within 3 rings and 95% of calls are now dealt with at first point of contact.
Builds Customer Relationships - Open24 strengthens customer relationships. It has helped permanent tsb to improve the quality and consistency of customer service and extend its customer base beyond the branch network.
Higher Volume of Calls Handled – Open24 agents are able to handle a high volume of queries efficiently and professionally. Agents handle up to 5000 contacts a day using the GTX system.