Is There a Doctor in the House?
Kaiser Permanente chooses eCRM provider Kana.
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Health maintenance organization Kaiser Permanente has chosen eCRM solutions provider Kana Inc. to enhance service to its 8.1 million members in nine states and the District of Columbia. The HMO provides a Web-based service that enables members to request appointments, ask health-related questions of a health-care professional and re-order pharmaceuticals online, and will use Kana Response and Kana eCRM Architecture for its integration, work-flow management, Web architecture, enhanced scalability and customization capabilities. The solution is expected to increase Kaiser's response time to customer requests by pushing incoming
e-mail and instant-message correspondence through a customized work-flow process, and call center agents, nurses and pharmacists can respond to a member's request and medical questions quickly and on a prioritized basis.

In the News

• Indicast Corporation, which offers voice-enabled services to the telecommunications industry, selected Televigation, a provider of wireless motion-based technology, to provide voice-enabled location-based services to customers through Indicast's private-label voice portal solutions. Services provided by Televigation include driving directions and a business finder, and under the agreement with Indicast, Televigation will provide turnkey voice applications that utilize both Televigation's navigation engine for voice-activated driving directions and Televigation's search engine for conveniently locating any point of interest near the user. Televigation's open standard VoiceXML applications are plug and play, and the technology delivers voice-interface, motion-based services over standard mobile phones and other wireless devices.

• Biotechnology firm Serono S.A. has chosen Siebel Systems Inc.'s ePharma, a version of Siebel eBusiness Applications specifically tailored to the pharmaceutical industry, to create a single customer view. Siebel ePharma is expected to help Serono increase revenue and improve customer service. The Serono sales and administrative staff will rely on ePharma to manage and coordinate customer interactions through the Internet, face-to-face or via the telephone. Serono markets its products to physicians in local practices and hospitals throughout the world. EPharma will enable the company to understand more about the overall market, which will improve targeting and enhance sales effectiveness. By capturing every customer interaction across multiple channels, Siebel ePharma will assist Serono in retaining and expanding market share on existing key physician accounts and enable the company to respond more efficiently to new sales opportunities.

• Gric Communications Inc., a provider of Internet-based mobile-office communications services for ISPs, communications providers, and enterprise customers, has deployed OnDemand Inc.'s Partner Accelerator to recruit partners around the world and help Gric partners sell more efficiently. Gric, which provides services for Global 1000 companies in more than 150 countries and enables remote Internet access through more than 15,000 dialing locations, will use the OnDemand solution to launch a new partner resource designed to expedite channel sales by providing comprehensive, consistent worldwide support to resellers. The support will include customized global marketing materials, sales presentation tools, product and configuration data, training and certification, and other features that aid in the selling process.

• Akamai Technologies Inc., provider of distributed application and content delivery services, selected Dallas-based Callbutton LLC, a provider of Web-interaction software and telecommunications services, to help increase Akamai's sales lead-capture rate. Callbutton will provide Akamai with a fully hosted Web-interactive application that gives the company the ability to interact with potential and current online customers, as well as manage and track that process. Akamai.com visitors who need sales assistance click on an icon and provide contact information. Based on that information, Callbutton immediately routes the call to an Akamai sales team member, and within seconds, Akamai can respond to an online customer via a phone call. All call requests are logged and can be followed up on by sales representatives about the offerings that prompted the call.

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