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KANA To Target Midmarket, Partners with IBM ResellerKANA is bringing its e-mail and e-service solutions, Web self-service solutions and call center solutions as a preconfigured suite to the midmarket. By DAVID R. BUTCHER, Assistant Editor, Customer Interaction Solutions Service resolution management solutions provider KANA Software, Inc. today announces its new solution set for the midmarket, as well as a new strategic partnership with Enterico, an IBM value-added solution reseller division of Continental Resources Inc, in the Midwest and Northeast United States. KANA chose CRI for its experience and expertise with established midmarket companies. KANA's new Express Suite of SRM solutions offers midmarket companies the power to "dramatically improve customer service and satisfaction rates while reducing costs." Users will have the choice to implement Express Suite on demand or on premise. Midmarket companies typically have requirements in relation with lower costs and quicker implementations. As such, these companies have traditionally turned to CRM and SFA technologies with stripped-down features and functionality, resulting in the midmarket being in need of customer support solutions that allow them to deliver better customer service while increasing revenue opportunities and lowering overall costs. KANA is bringing its e-mail and e-service solutions, Web self-service solutions and call center solutions as a preconfigured suite to the midmarket to "deliver robust and innovative capabilities, while maintaining the scalability and affordability." Through its channel partner program, KANA is able to deliver its large enterprise-type customer service solutions to the midmarket, leveraging its partners' experience. Companies of this size traditionally have between 5 and 50 agents focused on handling e-mail and online service requests. As these requests increase, according to KANA representatives, midmarket companies need stronger management solutions. KANA aims to assist the midmarket enterprises in maximizing this channel to increase customer satisfaction while still keeping costs down. "We are answering [the midmarket's] immediate need by providing e-mail, Web collaboration and knowledge management customer service software," said Guy Hilbert, VP of midmarket strategy at KANA, during a recent interview. "We plan to offer a full SRM suite next year." ----- David R. Butcher is Assistant Editor of Customer Interaction Solutions. To see more articles by David Butcher, please visit: http://www.tmcnet.com/tmcnet/columnists/columnist.aspx?id=100008&nm=David%20 R.%20Butcher |