Microdyne Outsourcing Leverages Kana's Power to Better Service Its Clients
REDWOOD CITY, Calif.--(BUSINESS WIRE)--Aug. 15, 2000--
Kana's Leading eRM Solutions Provide a Comprehensive Support Suite Enabling Microdyne To Offer Superior Relationship Management Service to Its High-Tech Clients.
Kana Communications, Inc., (NASDAQ:KANA), a leading provider of enterprise relationship management (eRM) solutions, has been chosen to provide Web-based customer service capabilities for Microdyne Outsourcing, Inc., a premier provider of customer service and technical support call centers, including warranty repair services, for technology companies. Kana's eBusiness platform will play a key role in helping Microdyne expand its market share by offering its clients the service they need to compete in today's business world.
Microdyne currently processes more than 75,000 repairs and more than 15,000 warranty claims each month, with same-day turnaround for 90% of them. The company can handle 5.4 million customers and technical service calls each month, plus over 50,000 emails and an exploding number of Web responses. To ensure faultless performance and scalability throughout its growth, Microdyne chose Kana for its e-business solutions.
"We provide outsourced customer services because our clients must put a clear focus on their primary business if they are to succeed," said John Oakes, president of Microdyne Outsourcing, Inc. "As more companies have come to depend on us, we realize it is critical to maintain and improve our performance if we are to remain competitive. Kana's platform has everything we need to help our clients strengthen and expand their businesses while we do the same for Microdyne. Complete integration with our existing systems allows our customers to have a seamless online experience."
Currently, Microdyne is implementing Kana Response and Kana Connect to provide real-time customer support and to reply to e-mail inquiries within 24 hours. With Kana they can also generate data reports representing customer interactions, while also monitoring Microdyne's support specialists' performance and progress. This information allows Microdyne to see any problems with their service structure, and with the flexibility of Kana, they can make changes in real-time. As Microdyne continues to grow, it can build applications on the Kana platform, adding other Kana solutions that will allow Microdyne to expand and grow its e-business. These include solutions for marketing, sales and more interactive and pro-active service methods.
"Microdyne's vision to leverage Kana for its own client base is grounded in the fact that they needed a solution that could span multiple communication channels and adapt to its growing business," said David Fowler, senior vice president of worldwide marketing, Kana. "Microdyne is in a strategic position because the company provides superior service on and off-line, and caters to its customers needs and preferences. This customer-centric approach has become the calling card of successful businesses in the new economy."
Kana's eRM solution provides customer service across all touch points, including assisted service which allows support specialists to answer email questions within 24 hours; self-service, which enables customers to go directly to a Web site to obtain the information they need; pro-active service, which allows companies to offer enhanced services and information even before the customers realize they need them; and virtual service, which encourages customers to interact and communicate with virtual assistants, created out of sophisticated analytic software.
About Microdyne Outsourcing, Inc.
Microdyne Outsourcing Inc., headquartered in Torrance, California, was first established a decade ago as a subsidiary of Microdyne Corporation to repair Microdyne's aerospace telemetry receivers and wide range of Ethernet and Token Ring network products. Since that time, Microdyne Outsourcing business interests have expanded to include technical and repair support of such diverse technology products as printers, digital cameras, multimedia projectors, desktop and notebook computers, media drives, and PC board repairs to the component level. Many of our clients are industry leaders who turn to Microdyne to fulfill highly integrated product repair and support functions. Our integrated solution, experience and expertise, and financial stability position us to be an industry leader in the New E-conomy.
About Kana Communications Inc.
Kana Communications, Inc. (NASDAQ: 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.
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.
CONTACT:
Kana Communications Inc.
Kyle F. Flaherty, 603/665-1308
kyle.flaherty@kana.com |
