January 24, 2013
Staffordshire Connects to Use KANA Lagan Enterprise CRM Software to Optimize Public Service Delivery
By Calvin Azuri
KANA Software, Inc recently announced that its Lagan Enterprise CRM software offering has been selected by Staffordshire Connects to help optimize the cost and management of delivering public service. Staffordshire Connects is a partnership of local government councils within the United Kingdom, working together to effectively improve public services more quickly. KANA is a specialist in Customer Experience Management (CEM) solutions.
In a statement, Steve Sankey, project sponsor, Staffordshire Connects, said that, "We are pleased that Staffordshire Connects will benefit from such a modern and market leading CRM offering that can be easily configured to support both collaborative and individual council working. The Lagan hosted model ensures that we can focus our efforts on service delivery as opposed to managing IT and data centre issues, in an extremely cost effective manner. We anticipate the Lagan Enterprise CRM system will dramatically improve the productivity and cost effectiveness of public service delivery to the one million residents that Staffordshire Connects supports."
Staffordshire Connects wanted to replace its CRM system with the aim of optimizing productivity for public services ranging from adult social care and health, to parking and public works. After careful analysis, the KANA Lagan Enterprise CRM software, which will be delivered as a Hosted Managed Service via the KANA Cloud, was selected based on its proven efficiencies.
The KANA Lagan Enterprise solutions suite includes the - Lagan Agent Desktop, which will provide government contact center agents with an optimized client for easy management of citizen contacts via the phone, e-mail, and other communication channels; Lagan Case Management offering, which will improve service delivery functions of government, thereby driving greater efficiency in public services delivery; Lagan Knowledge Management will improve response time of government for requests on information through their contact center and self-service channels; Lagan Web Self-Service will help government organizations offer access to existing services to citizens through the Web; and Lagan Business Intelligence, which will enhance collection and analysis of information pertaining to citizen interactions, which in turn will improve business decision making through the delivery of accurate and relevant information.
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Edited by Brooke Neuman