Fred IT Group has gone with the Cloud-based Kana Express product to bolster its customer Web experience strategy.

The managed service provider, which delivers solutions to the retail and pharmacy industries nationwide, adopted the Cloud solution to enable its service agents to quicker access relevant content or collateral that customers might need through the company's help desk.

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Fred IT Group Fred Knowledge general manager, Ross Girvan, said Kana Software's online customer service solution has not only helped to reduce service resolution times, but also assist in processing more service requests in any given time.

"Although we launched the company with our legacy dispense product designed specifically for the retail pharmacy sector, we have quickly expanded our expertise over more than two decades to include 50 business and IT related products and services for our customers," he said.

"We needed to implement a proven customer service solution that would enable us to deliver the best web experience to our customers and also be sensitive to regulatory requirements associated with the Australian healthcare sector."

Girvan said Kana Express' ability to manage all customer service interactions from a single platform was the key attraction, as well as deliver a consistent customer experience online.

Although Fred IT Group has more than 25 full-time help desk staff for its 24/7 support service, Girvan said the company was "not effectively storing and managing information particularly well."

"Given we operate 60 per cent of the dispense market in Australia and provide services to over 3,000 customers, we often handle a tremendous support load at any one time," he said.

"Our customers work with us because we offer one centralised place for all their IT requirements."

Patrick Budmar covers consumer and enterprise technology breaking news for IDG Communications. Follow Patrick on Twitter at @patrick_budmar.