January 24, 2013
KANA's Lagan Enterprise CRM Software Serves the UK Public through Staffordshire Connects
By Jody Ray Bennett
TMCnet Contributing Writer
KANA Software, a customer service oriented software company based in Silicon Valley, California, recently announced that its Lagan Enterprise CRM software was chosen by Staffordshire Connects, a shared government service based in the UK, to streamline and improve efficiency across a spectrum of social works including adult, social, healthcare and parking.
According to an article on Callcentreclinic.com, Steve Sankey, project sponsor of Staffordshire Connects stresses that the company, “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.”
Promoting a platform that promises to bring “the cost of service delivery down,” the Lagan software provides a multitude of benefits. The Lagan software is built on five platforms: Lagan Agent Desktop, Lagan Case Management, Lagan Knowledge Management, Lagan Web Self-Service, and Lagan Business Intelligence.
The software provides efficiency by offering support over the phone, e-mail and other avenues. It streamlines the governmental service delivery functions and allows organizations a quick-response system through self-service channels and a contact center. Lagan gives citizens access to services via the Web. Finally, Lagan will collect and analyze information on every citizen interaction to streamline the data usage.
The eight councils that make up Staffordshire Connects focus on improving the governmental processes that serve the public sector, and work to develop “collaborative methods of working and economies of scale.” Their alliance with KANA is an extension of their promise to promote good service and experiences for their citizens and to further provide more efficient practices.
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Edited by Brooke Neuman