Xdrive Relies on Kana for High Performance eRM Solution
October 11, 2000 08:57:00 AM ET
REDWOOD CITY, Calif.--(BUSINESS WIRE)--Oct. 11, 2000--
Leading Internet file access provider, now with more than 5.5 million users, chooses Kana to ensure reliable, scalable solutions for customer response.
Kana Communications, Inc. KANA, a leading provider of enterprise relationship management (eRM) solutions, today announced it has been chosen by Xdrive to enable the company to deliver high-performance customer email response to its more than 5.5 million users. Xdrive is the largest Internet storage and file access provider in the world, according to PC Data Online, Nielsen NetRatings and Media Metrix. The company is implementing Kana to meet its growing demands for timely customer service.
Since its launch in July 1999, Xdrive has grown to more than 200 employees, including 14 Service Center Agents (SCA's) who have responded to approximately 21,000 consumer e-mails each month since instituting Kana. The company's category leading solutions broadens the scope of Xdrive's user base that is growing by an average of 30,000 new subscribers each day. Xdrive provides up to 100 MB of dependable, secure online storage and file access.. The information stored on Xdrive can be accessed and shared anytime, anywhere from any Web-enabled device, including modem-equipped Palm devices or WAP-enabled mobile phones. The company currently uses email as its a customer service channel, and management found that Kana offered the most advanced and most scalable solution to meet their rapidly growing demands.
"Kana has built an excellent reputation in their marketspace, so we knew their solutions had already been tested and accepted by our peers," said Sean Whiteley, Vice President of Customer Satisfaction for Xdrive. "We were also impressed with the reporting systems in Kana that help us keep pace with the number of staff required to service our customers well. The solution also has a very short learning curve. Our agents were fully productive almost immediately."
Kana is an Internet-architected solution that enables Xdrive to interact personally with subscribers of its individual user offering and to deliver consistent responses. Kana also provides reporting capabilities to track performance on the site as well as database frameworks to build extensive customer histories - a valuable resource for Xdrive's strategic planning.
"Internet-architected solutions are absolutely ideal for growing e-businesses because they're so scalable," said David Fowler, senior vice president, Worldwide Marketing, of Kana. "Xdrive realizes that to continue being the biggest Internet file access provider in the world the company must create and nurture customer relationships. The first step is to make sure each customer inquiry is handled and managed properly, creating a life-long relationship built on trust." About Xdrive
Xdrive, a privately held company headquartered in Santa Monica, Calif. is the leading provider of intelligent access to stored information. Investors include Wit SoundView Ventures, Goldman Sachs, eCompanies, Deutsche Banc Alex. Brown, Randy Kaplan's JUMP Investors, David Bohnett's Baroda Ventures and J.W. Seligman. The company has also secured investments from brand name strategic partners including, VERITAS Software, EMC Corporation, VeriSign, CNET and America Online (AOL). About Kana Communications Inc.
Kana Communications, Inc. KANA, a leading provider of web-architected enterprise relationship management (eRM) solutions, delivers a broad range of world-class, integrated e-business and interaction applications with a modular and scalable platform for both Internet and Global 2000 companies. Kana solutions deliver personal portals that offer customers, partners and the enterprise a global view of their communications and relationships. This global view includes managing the full set of communications channels such as e-mail, Web, chat, instant message, VOIP, phone and person-to-person, as well as e-business and communications applications to integrate the marketing, sales and service functions. This full-service suite enables e-businesses to compete and succeed in today's customer-driven economy. For more information about the solutions found in more than 700 companies, including 8 of the 10 most trafficked Web sites, please visit Kana at kana.com. ¶ Note to Editors: Kana Communications, Kana and the Kana logo are trademarks of Kana Communications, Inc. All other company and product names may be trademarks of their respective owners.
Cautionary Note Regarding Forward-looking Statements Under the Private Securities Litigation Reform Act of 1995: Information in this release that involves Kana's expectations, beliefs, hopes, plans, intentions or strategies regarding the future are forward-looking statements that involve risks and uncertainties. These statements include statements about Kana's strategies in the marketplace, its market position and its relationship with customers. All forward-looking statements included in this release are based upon information available to Kana as of the date of the release, and we assume no obligation to update any such forward-looking statement. These statements are not guarantees of future performance and actual results could differ materially from our current expectations. Factors that could cause or contribute to such differences include, but are not limited to, the successful integration of Silknet, competition, increased competition due to Kana's expanded product offering, risks associated with the evolving and varying demand for customer communication software, our ability to expand our operations, the successful integration BEI and NetDialog, acceptance of email and the Internet as a communications medium, litigation over property rights, and general economic factors. These and other factors are risks associated with our business that may affect our operating results are discussed in the Company's filings with the Securities and Exchange Commission ("SEC") including our registration statements on Form S-4 and S-1, Annual Report on Form 10-K and quarterly reports on Form 10-Q.
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