In addition to the KANA Express announcement, another major announcement was made at the recently held KANA Connections 2012 conference. This time the customer is from the public sector, for which KANA offers the Lagan suite of products, including Lagan Express, based on Trinicom’s technology for midsize organizations. The city of Winnipeg (Canada) has selected the brand new Lagan Mobile application for citizens, offering residents the ability to access information and request city services from their mobile devices. Read the rest of this entry »
The multi-channel customer experience management software market represents an attractive US$5 billion-plus market opportunity, which IDC recently forecast to grow at between 5 to 12 percent through 2015 (a 6 percent compound annual growth rate [CAGR]) within the larger overall customer relationship management (CRM) space. To that end, in July 2012, KANA Software, a longstanding customer service software provider, which has lately been on an impressive comeback and acquisition trail, announced that it has acquired the upbeat and innovative contact center customer service company Ciboodle from the Sword Group.
The official press release cites that this move creates a more powerful independent provider for multi-channel customer service solutions across agent, web, social, and mobile experiences. The acquisition is further evidence of consolidation in this attractive sector, as marked by Oracle’s acquisitions of RightNow, InQuira, and several smaller social computing companies, and salesforce.com’s acquisitions of inStranet, Radian 6, and other smaller companies. Microsoft’s recent acquisition of Yammer might also have some relevance to this CRM segment. Read the rest of this entry »
International distributor of high-tech metals and alloys selects Epicor ERP
Industry tags: Manufacturing, Wholesale and Retail Trade, Warehousing
“The relatively small but geographically extensive company Datum Alloys made its choice based on a few underlying premises: a need for multicurrency operations in conjunction with local accounting standards, high-quality analytical data to support decision making process, and a wide range of out-of-the-box functionality. Datum Alloys also needed to move away from home-grown and custom-made systems in favor of commercially available software, to resolve ongoing problems of support, documentation, and development. Another important selection factor was Epicor’s built-in and flexible flow management mechanism. The company staff was impressed overall with the solution’s support level in many areas.”— Aleksey Osintsev, TEC Research Analyst
Drake & Scull International PJSC selects Oracle JD Edwards ERP
Industry tags: Engineering and Architecture, Construction
“UAE engineering and construction company Drake & Scull International PJSC is planning to implement the following Oracle JD Edwards functionality: financials, SCM, project management, HCM, BI, and enterprise performance management. Unfortunately no selection criteria were communicated by the company’s representatives, but here’s the typical run-down for any industry, considering a system of this tier: functional depth, scalability, complete integration, flexibility in deployment options, and—also an important factor—the vendor’s reputation.”— Aleksey Osintsev, TEC Research Analyst
A. Schulman selects Infor10 ERP iEnterprise (LX)
Industry tags: Manufacturing
“Infor’s Flex Exchange program was started back in 2009, and allows existing customers to upgrade their legacy applications at preferential terms, such as reduced or no license fees, untouched maintenance costs, quick implementations, and so on. For a large company such as A. Schulman, completely replacing its ERP software is potentially extremely costly and time-consuming. As a result, A. Schulman has chosen to leverage the Flex Exchange program to replace its multiple ERP packages with one Infor10 iEnterprise application, formerly known as Infor ERP LX. The core objective of the upgrade is to promote common business practices, global data visibility, and seamless integration throughout all 30 company plants, technology centers, and remote offices.”—Aleksey Osintsev, TEC Analyst
KANA Software is a global provider in customer service solutions delivered on-premise or in the cloud, and these solutions unify and maintain context for customer journeys across agent, Web, social, and mobile experiences. The vendor’s solutions have reduced handling time, increased resolution rates, and improved net promoter score (NPS) at more than 850 enterprises, including half of the Global 100 and more than 250 government agencies.
The KANA Service Experience Management (SEM) platform combines the realms of Customer Relationship Management (CRM), Business Process Management (BPM), Knowledge Management, Text Analytics, and Social Media to support the delivery of good experiences on brands and on budget across multiple customer interaction channels. Most recently, at the IQPC 2012 Call Center Week event, the vendor introduced new capabilities in its enterprise customer service solution, designed to support the new strategic imperative in Web Customer Service (WCS) — customer acquisition. Read the rest of this entry »
SOFTWARE SELECTIONS & DEPLOYMENTS
European manufacturer of construction chemicals selects IFS Applications
Industry tags: Process manufacturing, mining
“Polish corporation Atlas Group, which operates 18 business entities and 5 mines in Poland and internationally, has selected IFS Applications as its corporate-level ERP system. The first areas slated for implementation will be financials, distribution, manufacturing, maintenance, controlling elements, consolidation, trade management-commerce portals, WMS, and document and quality management. Atlas Group is a typical “sweet spot” IFS client, as the product provides good functional support, particularly in process manufacturing and mining.”—Aleksey Osintsev, TEC Research Analyst
Part 1 of this blog series presented the opportunity of service economy and associated complexity of providing consistently an experience of customer service excellence. The article then introduced KANA Software, a provider of Service Experience Management (SEM) solutions. Although KANA has focused on enabling superior customer service for its enterprise clients since being founded in 1996, it has experienced periods of ups and downs.
Having been acquired and taken private under Accel-KKR in late 2009, the vendor has since regrouped and come out with its renewed value proposition. Part 1 concluded with KANA’s SEM approach and accompanying solutions that blend customer relationship management (CRM), business process management (BPM), business intelligence (BI), and knowledge management (KM), social media monitoring, and many other parts.
In this service economy it is not surprising to hear about smart innovative companies whose businesses have been blossoming due to the superior customer service they provide. Zappos and its “Powered by Service” tagline is a crown example.
Many vendors that offer customer service software solutions, especially those that bundle customer relationship management (CRM) with business process management (BPM) capabilities and even infuse knowledge in the service process, have been doing quite well, such as Pegasystems, SwordCiboodle, salesforce.com’s Service Cloud 3, inQuira, RightNow, Microsoft Dynamics CRM Customer Care Framework (CCF), and so on and so forth. But achieving consistently excellent customer service and satisfaction is not easy by any stretch of imagination. Research shows that over the last 15 years customer satisfaction has dropped by over 20 points (true, we as customers are becoming more fastidious, but that is our right, isn’t it?) while the cost per interaction has more than doubled, in great part due to agents’ errors and repeated service resulting in issue resolution calls.
Part 1 of this blog series introduced the need for knowledge management (KM) software applications as part of a more comprehensive and strategic service management (SSM) suite. One such broad SSM suite has been advanced by Servigistics, and Part 2 zoomed into the capabilities of one particular part of the Servigistics SSM suite: Service Knowledge Management (SKM). Read the rest of this entry »