TMCnews Featured Article
October 10, 2012
KANA's Lagan Offerings: Customer Service Software Designed Specifically for Government CRM
By Susan J. Campbell, TMCnet Contributing Editor
KANA is solidifying its position as a global leader in customer service software, both in the public and private sectors. It unveiled the latest updates to KANA Lagan, the governmental version of its CRM program, at the recent KANA Connect UK Seminar held in London.
KANA Lagan is considered an industry leader in North America, Australia, and the UK, serving greater than 250 governmental divisions across the globe.
According to this report from EIN News, the latest additions to the customer service software package include the Campaign Management module, which enables communication through e-mail, text messaging, and traditional white mail, as well as a new ESRI (News - Alert) Map Adapter tool.
The Campaign Management feature organizes outgoing communications for a better consumer experience. It also yields improvements to efficiency and helps deliver a more consistent experience across the board.
Campaign Management lessens the dependence on paper and physical storage space but is still compatible with hard copy mail as well as e-mail and text. This element of the customer service software was designed to simplify business processes such as list management, SLA templates, and reporting.
The ESRI Map Adapter tool permits precise location mapping to CRM in the public sector. This allows for the provision of quick and reliable service. By pulling features from the GIS (geographic information systems) product, the Map Adapter can aid representatives in picturing and processing data so they can make quick, quality decisions.
Because it integrates multiple contact center business processes, it also enables greater efficiency and accuracy. With the flick of a wrist, agents can use the drag and drop feature to link coordinates for a particular service request with a new or outstanding service ticket. This equates to up to 50 percent time savings per ticket, allowing for increased agent productivity.
KANA is also set to debut new additions, Lagan Mobile and Lagan Open311, to its customer service software line-up later this year. Lagan Mobile will permit government groups the ability to create free proprietary mobile applications that constituents can use monitor issues on the go.
GPS and pictorial information can be saved so that citizens can send more detailed information regarding concerns over a pothole, property destruction, or broken street light. A tracking feature allows citizens to get online and monitor resolution of their submitted issue without having to wait in line to speak to a call center rep.
Open 311 allows issues to be transferred straight to the back office for handling because it connects government groups and third-party wireless and online applications to the Lagan software in place. All Open311operations are conducted in the cloud and are upheld by KANA, so they are easily upgradable. The service eliminates the need to invest in heavy capital equipment or software as KANA hosts Open311 from the cloud on a software-as-a-service (SaaS (News - Alert)) basis.
Just as with its customer service software designed for the private sector, KANA Lagan offerings provide the most current services and support to aid government groups in taking care of their constituents across the globe.
Edited by Stefanie Mosca