• May 21, 2002
  • By David Myron, Editorial Director, CRM and Speech Technology magazines and SmartCustomerService.com

Bertelsmann Turns to Kana

Adding to its list of nearly 1,300 customers, Kana Software Inc. signed on German direct marketing-service company Bertelsmann Marketing Service to deploy Kana's Response software for email management throughout 13 call centers worldwide helping over 11,000 agents. The challenge for Bertelsmann prior to Kana's solution was handling a large volume of inquiries in multiple languages. The Kana email solution enables Bertelsmann to respond to each email in the native language it is written in. As a result, Bertelsmann customer service representatives reduced their average email response time from 10 minutes to 1.5 minutes. "After evaluating several vendors, we chose Kana Response because of its ability to enable our customer service representatives to provide faster responses while identifying each customers individual customer history instantly," said Andreas Jung, Bertelsmann Service GmbH's head of IT management. "Additionally, Kana's flexible Web-architecture is able to scale with our business and our customer's business." Kana Response provides agent-assisted service with automated e-mail, Web, and instant messaging request management capabilities. "Bertelsmann Service GmbH needed an external-facing eCRM solution that incorporated multilingual capabilities and would be scalable enough to effectively manage high volumes of e-mails coming from several different countries," said Bud Michael, executive vice president of products and marketing for Kana. "With Kana's Web-architected solutions, Bertelsmann Service GmbH has been able to decrease response time and provide extraordinary customer service on a global scale, while dramatically reducing costs in the contact center."
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