About Kanso.
Practice-led software and services. We are technologists who have run the service operations we advise on.
The name is 簡素 (kanso): the elimination of the unnecessary.
Founded by Peter Edwards, on a deep career running customer service, employee service, IT service and the contact centre, in-house and outsourced. We build for service teams as people who have stood in their place, not as a systems integrator passing through. Follow on LinkedIn
Why Kanso exists
Service tooling tends to promise more than it delivers once a team has to run on it day to day, and AI budget gets committed against a vague picture. Kanso exists to close that gap: spend the budget where it returns value, on the metrics you own (customer effort, CSAT, time-to-resolve, lifetime value) with software and services that earn their place.
Where Kanso is headed
A lean, focused practice. We grow through hands-on services tied to agreed outcomes, with focused apps to follow as evidence, and partnerships with companies working on things we don't build ourselves.
Practice experience
Kanso is new. The track record behind it runs deep: decades of building and running service operations.
The experience spans the whole stack: the infrastructure and security under a contact centre, the data and platforms in the middle, and the AI on top. Few advisors have built at every layer. That's why the advice holds up once the build gets real.
It is also why Kanso builds products, not just billable hours: a lesson learned over years of running services.
Context
Global QSR brand
Scope
~800,000 contacts a year
Outcome
CSAT 35% to 75%, voucher fulfilment from ~10 days to ~1 second, ~20% lower handle time, ~35% better first-contact resolution, ~30% of contacts automated within two months, ~£150K a year saved on print and postage. Two industry awards.
Approach
A layered stack handled the work: declarative rules plus a risk engine for clear-cut cases, classical ML (classifiers, entity extraction, receipt OCR), and fine-tuned LLMs only where language earned its place. Every contact was scored before any compensation, so genuine complaints resolved in seconds and fraudulent goodwill claims were filtered out. Vouchers moved from print to digital.
Context
Retirement house builder
Scope
30+ sales agents on inbound calls
Outcome
~£180K–£300K capacity recovered
Approach
Real-time tool that listened, qualified the lead, and populated the CRM automatically. Roughly five minutes of after-call admin removed per call, three to five agents of capacity back.
Context
Enterprise licensing & commercial
Scope
Enterprise software agreements, one running to ~£15M total contract value
Outcome
Cost, cash flow and contract value optimised
Approach
Licensing and commercial optimisation across enterprise agreements: sizing entitlements to what the customer actually uses, structuring payment and renewal terms to ease cash flow, and renegotiating scope so the deal reflects real need rather than list price.
Context
Contact centre operations
Scope
750-seat on-prem operation
Outcome
Remote in under a week
Approach
Moved the whole workforce to remote working in days, then stood up 500+ extra seats for COVID contracts, with no significant downtime. The operation stayed compliant throughout, holding ISO and PCI controls in place across the move to homeworking.
Context
Contact-centre data architecture
Scope
900+ seats, nine-plus disparate source systems
Outcome
One unified pipeline running the operation
Approach
We architected and implemented the data pipeline that ran as the operational backbone of a 900+ seat contact centre, not just the warehouse but the ingestion, transformation and modelling around it. Nine-plus disparate source systems, none built to talk to each other, were unified into one set of numbers, feeding real-time agent state into workforce management.
Context
National footwear retailer
Scope
~100 agents
Outcome
Live in under four weeks
Approach
When the incumbent outsourcer went into administration, we designed the response and stood up around 100 agents on a new stack in under four weeks.
Context
Information management
Scope
Records & document management
Outcome
Core records platform
Approach
We architected and implemented the records-management platform that became the core operational system across a major information-management business, running the records and documents the business was built on.
Context
Security, compliance & data governance
Scope
Whole-business certification
Outcome
Triple ISO + PCI DSS Level 1
Approach
We have taken several businesses through compliance like this: triple ISO certification (27001, 9001 and 14001) and PCI DSS Level 1 for contact centres running on homeworkers, plus the cross-border data-transfer governance that keeps personal data lawful as it moves between regions and the third-party AI and cloud providers we build on.
Context
Regulated operations
Scope
Finance · government · health · defence
Outcome
A book of regulated clients built and retained
Approach
We have run regulated operations end to end, blending the customer and employee service side with document management: the scanning and workflow systems that handle regulated paperwork, and the service teams that work it, for finance, government, healthcare and defence. The kind of work where getting it wrong is not an option, which is why those clients stayed.
Context
Technology due diligence & M&A
Scope
PE-backed buy-and-build
Outcome
Acquisitions integrated
Approach
We ran the technology due diligence and post-deal integration across a private-equity buy-and-build, assessing each target's systems and folding them into the group. This is where the day-one assessment framework Kanso still uses began.
What's different
Three things shape how Kanso works.
Practice-led.
Every recommendation passes through the Kanso Filter: six questions before a change ships. We've run the service operations we advise on (including IT service desks and change-management functions) so we know what the operational consequences cost.
Platform-adjacent.
Services methodology platform-agnostic; focused apps to follow as evidence. Customers buy platforms direct, so we never sit in the margin, and where we have a commercial interest, we say so. We also help customers get a voice with their platforms, shaping vendor roadmaps.
Outcome-accountable.
Every services engagement ends against one or more metrics you own, measured in your systems. If we can't define the outcome, we don't start.
Based
London, England and Delaware, United States. Kanso is a trading name of Kanso CX Ltd, 66 Paul Street, London EC2A 4NA, United Kingdom (registered in England & Wales, no. 07963643), and Kanso CX Corporation, 8 The Green, STE R, Dover, DE 19901, USA. Operating across UK, EU, and US time zones.
Contact: [email protected]