Kodak Enhances Customer Service and Support With Kana eBusiness Solutions
September 25, 2000 07:46 AM Eastern Time
REDWOOD CITY, Calif.--(BUSINESS WIRE)--Sept. 25, 2000--
World Leader in Imaging Products and Services Uses Kana to Reduce Operational Costs While Providing Superior Assistance to Its Customers
Kana Communications, Inc. KANA , a leading provider of enterprise relationship management (eRM) solutions, announced today that it has been selected by Eastman Kodak Company to deliver enhanced capabilities for its online customer service center.
Kodak, the World's Leader in Imaging, is evolving the way it supports customers. Customers need to reach Kodak easily -- no matter where they are or how they choose to contact the company. Customers need to know that Kodak will respond efficiently and accurately to all of their needs. Those are significant promises to keep because Kodak's Service and Support business provides support for more than 10 million customer contacts a year and covers a wide array of digital and film-based imaging products. Kodak has turned to Kana to help in this evolution. In choosing Kana, Kodak received a consistent, scalable solution that could be rapidly deployed and changed.
"Rapidly growing demand required us to initiate substantial customer service improvements while still maintaining cost controls," said Tim Nichols, Call Center Systems Manager of Kodak Service and Support. At Kodak, they see each customer interaction as an opportunity to create, foster and strengthen their relationship with their customer. This relationship allows Kodak to have a greater understanding of customer needs, expectations, and knowledge of Kodak products. "Kana provided the ideal means to enhance our customer service. Kana enables us to interact with our customers in a personalized manner and within a short period of time, exceed customers' expectations. That's important because the quality of a company's customer service is a key driver in keeping and attracting customers."
"Kodak wanted to establish a best practices model for their Customer Service Representatives and customers, and Kana had the solution that would scale to their needs," said David Fowler, senior vice president, Worldwide Marketing, of Kana. "The solution is easy to implement, enabling even the newest user to use it like a pro, and assuring that every customer receives the finest possible service. Kana is excited to be helping Kodak continue its business leadership into the 21st Century."
About Eastman Kodak Company
Eastman Kodak Company is the world's leader in imaging, giving customers the power to take, make, store, and use pictures through conventional and advanced silver halide imaging, as well as digital and electronic imaging.
In 1999, company sales totaled $14.089 billion. With approximately 80,600 people around the globe and with major manufacturing plants in the U.S., Canada, Mexico, Brazil, England, France, Germany, Australia and China, Kodak markets a range of imaging products in more than 150 countries.
Kodak products include: photographic films, papers and chemicals for amateur and professional use; motion picture films; medical diagnostic imaging film, equipment, and digital imaging capture, management and printing systems; digital imaging products, including cameras, scanners, sensors, and printers; microfilm; and document management systems.
For additional information about Kodak, visit our web site on the Internet at: kodak.com.
About Kodak Service and Support
Kodak's Service and Support organization provides support for the company's broad array of products -- whether it's a two-millimeter piece of traditional film or an imaging network consisting of many imaging devices. The organization uses the tagline, "We're here for you." to communicate its comprehensive, customizable and customer-oriented portfolio of service offerings. Customers worldwide can choose from a variety of service options to get the level of support they require, whenever and wherever they want.
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.
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.
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.
CONTACT: Kana Communications Inc. Kyle F. Flaherty, 603/665-1308 kyle.flaherty@kana.com or Blanc and Otus Nadine Andrakin, 650/962-4750 nandrakin@blancandotus.com |
