2. CORPORATE OVERVIEW
2
Excep'onal
Customer
Insight
Working
with
Transversal
has
not
only
helped
underpin
our
online
growth,
but
has
given
us
an
unparalleled
insight
into
our
customers‘
requirements
through
the
ability
to
analyze
the
ques>ons
they
are
asking.
ScoAshPower
Transversal
Founded:
2000
Headquartered:
Cambridge
(UK)
Boston,
MA
(U.S.A)
Employees:
60+
Customers:
Over
100
blue
chip
companies
helping
to
deliver
more
than
5
million
daily
answers
to
employees
and
their
customers
Management
Team:
Heather
Richards
–
CEO
Jeff
Caplan
–
COO
Marc
Quantrill
–
CSO
Chris
Hall
–
CMO
Michael
Aston
–
CTO
Recogni>on:
Winner,
Contact
Centre
Assoc.
Awards
2009
Winner,
Contact
Centre
Assoc.
Awards
2010
Finalist,
Financial
Sector
Technology
Awards
2010
Finalist,
Retail
Systems
Awards
2011
Finalist,
Contact
Centre
Assoc.
Awards
2011
Finalist,
Digital
Leaders
100
2014
Finalist,
TSIA
Vision
Award
2014
KMWorld
100
COMPANIES
That
Maaer
in
KM
2015
Learn
More:
Visit
www.transversal.com
3. CORPORATE OVERVIEW
3
Outstanding
Customer
Value
BBC
were
seeking
effec>ve
self-‐service
capabili>es
that
would
free
staff
>me
and
enable
them
to
have
a
greater
focus
on
value-‐added
services.
Transversal’s
technology
has
been
integral
to
helping
us
achieve
this
goal.
.
Capita
Transversal
Transversal
is
the
leading
provider
of
knowledge
solu>ons
for
the
cloud.
Our
solu>ons
are
designed
to
help
improve
agent
efficiencies
in
contact
centers,
deliver
excep>onal
experiences
in
online
self-‐service
and
increase
business
performance
through
employees
and
business
partners.
We
connect
people
with
knowledge,
ensuring
agents,
customers
and
employees
alike
can
find
the
right
answer
the
first
>me
and
every
>me
they
need
it.
Protec>ng
informa>on
is
a
top
priority
for
companies
in
the
modern
connected
world.
Transversal
has
become
one
of
only
a
few
hundred
UK
businesses
to
be
awarded
the
ISO
27001
cer>fica>on.
This
cer>fica>on
shows
the
company's
commitment
to
keeping
data
and
confiden>al
informa>on
secure.
Transversal:
Enterprise
Knowledge
Reimagined
Organiza>ons
that
are
successful
in
crea>ng
outstanding
customer
experiences
will
not
only
ensure
customer
loyalty;
they
will
drive
significant
revenue
for
the
business.
To
be
successful
in
consistently
delivering
outstanding
customer
experiences,
businesses
need
a
modern
knowledge
solu>on
that
understands,
predicts,
and
provides
instant
intelligence
that
is
vital
to
suppor>ng
the
complete
customer
experience.
For
more
than
a
decade
companies
have
discovered
the
power
of
Transversal’s
knowledge
solu>ons
to
improve
agent
produc>vity
by
as
much
as
35%,
achieve
double-‐digit
increases
in
customer
sa>sfac>on
and
differen>ate
themselves
based
on
service
quality.
Transversal
represents
one
of
the
best
decisions
you
can
make
for
your
customers
and
your
company.
Your
customers
gain
highly
responsive,
consistent
service
delivered
across
any
channel.
Your
company
benefits
with
improved
resolu>on
rates,
beaer
resource
use,
tailored
advice
and
offers
for
each
customer
and
the
ability
to
turn
service
interac>ons
into
sales
opportuni>es.
With
Transversal,
you
can:
• Increase
produc>vity
in
the
contact
center
• Accelerate
staff
ramp-‐up
>me
• Improve
online
self-‐service
success
• Eliminate
email
escala>ons
• Lower
opera>onal
costs
• Convert
more
online
sales
• Capture
and
retain
important
knowledge
4. CORPORATE OVERVIEW
4
Passion
for
Knowledge
It
was
really
important
for
us
to
find
a
provider
who
were
passionate
about
delivering
self-‐service
over
the
web
…
geAng
it
right
for
the
customer
and
right
first
>me.
John
Lewis
Centralized
Intelligence
A
single
mul>lingual
solu>on
means
centralized
content
is
accessible
to
an
interna>onal
customer
base.
The
addi>onal
content
available
to
our
agents
proved
invaluable
when
we
centralized
our
European
Customer
Support
teams.
Nissan
Knowledge
Solu'ons
for
Web
Self-‐Service
Transversal
goes
beyond
enabling
customers
to
find
answers
online.
Our
self-‐learning
knowledge
solu>on
inten>onally
surrounds
online
answers
with
dynamic
pieces
of
content
related
to
self-‐service
inquiries
such
as
related
topics,
product
promo>ons,
service
alerts
and
troubleshoo>ng
wizards.
Delight
your
customers
with
an
online
experience
that
predicts
what
they
will
want
to
know
next
and
eliminate
unnecessary
escala>ons.
Transversal’s
modern
approach
to
knowledge
can
help
organiza>ons
to
significantly
reduce
support
costs
while
op>mizing
the
online
customer
experience.
Major
Benefits
ü 25%
Increase
in
Case
Deflec>ons
ü 3X
Increase
in
Self-‐Service
Adop>on
ü 30%
Increase
in
Online
Customer
Sa>sfac>on
ü 2X
Improvement
in
Search
Accuracy
Knowledge
Solu'ons
for
Contact
Centers
Transversal
supercharges
Contact
Center
desktops
with
automated
intelligence
that
virtually
predicts
the
intent
of
customer
interac>on
to
deliver
the
right
answer
2X
faster.
This
powerful
new
solu>on
takes
advantage
of
Transversal’s
dynamic
knowledge
base
and
patented
machine
intelligence
technology
to
instantly
find
relevant
answers
and
eliminate
>me-‐
consuming
research.
Transversal
makes
it
easy
for
every
agent—
whether
novice
or
expert—to
find
the
most
accurate
answer
that
matches
the
intent
of
the
ques>on
as
quickly
as
possible.
The
result
is
an
excep>onal
service
experience
that
increases
agent
produc>vity,
improves
first
contact
accuracy,
and
exceeds
customer
expecta>ons.
Major
Benefits
ü 55%
Increase
in
Employee
Produc>vity
ü 2X
Improvement
in
Accuracy
ü 20%
Decrease
in
Training
Costs
ü 47%
Faster
Answers
ü 25%
Increase
in
First
Contact
Resolu>ons
5. CORPORATE OVERVIEW
5
Simple
-‐
Intui've
-‐
Powerful
Transversal
has
an
intui>ve
solu>on;
it's
easy
to
manage
and
we
can
easily
improve
our
content
as
policies
change
as
well
as
review
and
respond
to
employee
feedback
so
there
is
con>nuous
improvement.
United
U>li>es
Knowledge
Solu'ons
for
Enterprise
HR
Empower
your
staff
to
reach
new
levels
of
produc>vity.
With
Transversal’s
knowledge
solu>ons
for
Enterprise
HR
you
will
quickly
be
able
to
streamline
the
process
of
finding
answers,
capture
organiza>onal
insight
and
exper>se,
and
deliver
this
collec>ve
intelligence
across
your
organiza>on.
Transversal
allows
employees
to
learn
on
the
fly
and
find
the
informa>on
they
need
to
get
their
job
done
faster
and
beaer.
Employees
and
business
partners
can
access
important
informa>on
from
any
device
so
you
can
mobilize
your
workforce.
Transversal’s
modern
approach
to
knowledge
can
help
organiza>ons
significantly
reduce
internal
costs,
increase
employee
sa>sfac>on,
and
gain
a
real
compe>>ve
advantage.
Major
Benefits
ü 28%
Increase
in
New
Hire
Effec>veness
ü 20%
Increase
in
Team
Produc>vity
ü 25%
Decrease
in
Employee
Support
Costs
ü 3X
Increase
in
Employee
Feedback
and
Interac>on
The
Knowledge
PlaGorm
of
the
Future
Behind
every
excep>onal
customer
experience
is
a
truly
great
technology
enabling
incredible
things
to
come
together.
Prescience™
is
Transversal's
revolu>onary
technology
plauorm
and
it
is
changing
the
possibili>es
for
enterprises
around
connec>ng
people
to
vital
business
knowledge.
Powered
by
advanced
cloud
compu>ng
technologies,
Prescience™
was
designed
with
a
unique
purpose;
to
an>cipate
human
ac>ons
or
events
before
they
occur.
The
specialized
algorithms
and
extremely
powerful
Prescience™
services
are
developed
in-‐house
by
a
talented
team
of
sovware
engineers
and
maths
PhD
holders.
Our
knowledge
plauorm
provides
a
set
of
modular
enterprise
capabili>es
that
allow
companies
to
collect,
manage
and
predict
the
informa>on
generated
when
customers
interact
with
your
business.
Prescience™
provides
the
flexibility
and
enterprise-‐grade
infrastructure
businesses
need
to
rapidly
deploy
knowledge
applica>ons.
Experience
the
most
secure,
reliable
and
trusted
enterprise
knowledge
plauorm
delivered
via
the
cloud.
Major
Benefits
ü Improved
Deployment
Times
ü Flexible
Subscrip>on-‐based
Pricing
ü SaaS
Delivery
–
no
Hardware,
Sovware
or
IT
Support
6. CORPORATE OVERVIEW
6
Customers
Transversal’s
modern
approach
to
Enterprise
Knowledge
Management
delivers
solu>ons
that
power
confidence
and
service
intelligence
for
more
than
100
ac>ve
enterprise
customers,
resul>ng
in
over
five
million
answers
delivered
daily.
Our
solu>ons
connect
people
to
knowledge
for
every
industry
of
any
size.
Examples
of
our
successful
customers
include:
Our
customers
are
at
the
center
of
everything
we
do
–
we
seek
to
understand
their
needs,
match
our
capabili>es
and
those
of
our
partners
to
their
requirements
and
to
deliver
on
our
promises
beaer
than
the
compe>>on.
Our
reputa>on
and
the
loyalty
of
our
clients
and
business
depend
upon
it.
Heather
Richards
-‐
CEO
1st
Central
Insurance
32Red
Allianz
Arriva
AXA
Healthcare
Barclaycard
Barclays
Bank
BBC
Big
Loaery
Fund
Body
Shop
Interna>onal
Boaomline
Technologies
Caravan
Club
Carnival
Catalyst
Housing
Couas
&
Company
Direct
Line
Dun
&
Bradstreet
Experian
Friends
Life
Fuji
Photo
Film
John
Lewis
JP
Morgan
Chase
Levi
Strauss
London
Borough
of
Barnet
Majes>c
Wine
Marks
&
Spencer
Mothercare
Nissan
Norwich
City
Council
npower
Ofcom
Peterborough
City
Council
Pitney
Bowes
QVC
RAC
RNIB
Royal
&
Sun
Alliance
Insurance
Royal
Bank
of
Scotland
Sainsbury's
ScoAsh
Power
Solvay
Interna>onal
Standard
Life
Suffolk
County
Council
Tesco
Bank
United
U>li>es
U>lity
Warehouse
Virgin
Ac>ve
Virgin
Money
Volkswagen
Whitbread
