Case Studies Winning Customers for Life

Edit This Case Study Record

	Winning Customers for Life

Winning Customers for Life

Technology Category	Analytics & Modeling - Real Time Analytics Application Infrastructure & Middleware - API Integration & Management Application Infrastructure & Middleware - Data Visualization
Applicable Industries	Professional Service Software
Applicable Functions	Business Operation
Services	Software Design & Engineering Services System Integration Training
Challenge	KANA Software faced significant challenges with their existing reporting tool, which was not equipped to handle heavy data usage and lacked the flexibility required by their customers. The process of setting up and creating reports was cumbersome and inefficient, limiting the number and types of reports accessible to support agents. This resulted in agents often lacking a complete 360-degree view of customers, hindering their ability to fully engage with them. Additionally, the previous reporting tool was Windows-based, causing interoperability issues for several enterprise-class customers and leading to development delays due to incompatibility and workflow inefficiency. To address these issues, KANA sought a more robust and efficient embedded platform to enhance the quality and depth of customer information provided to agents. Read More
About Customer	KANA Software, based in Silicon Valley and now part of Verint Systems, is a leading provider of customer service solutions for email, call centers, and the web. The company serves over 600 clients, including nearly half of the world's largest 100 companies. KANA's solutions are designed to provide customer support teams with real-time guidance and advice for end-user interactions, significantly improving agent productivity and customer satisfaction. The company's comprehensive suite of products helps businesses across various industries deliver personalized customer experiences by providing agents with detailed customer information, such as account history and previous purchases, through a unified and intuitive user interface. KANA's mission is to empower customer service agents to create lasting customer relationships by delivering exceptional service. Read More
Solution	To address the challenges with their existing reporting tool, KANA Software chose Logi Report for its simple setup and integration with existing technologies. Logi Report enables KANA customers to provide their service agents with powerful tools to generate comprehensive, on-demand customer profiles. KANA leveraged Logi Report Designer and JDashboard to redesign and deploy over 100 reports for daily use. The solution supports CSS styles, allowing custom layouts and designs to be applied at runtime, accelerating the transition from old reporting styles. Logi Report Designer offers a feature-rich interface for selecting multiple data sources, query parameters, and design layouts, enabling the creation of sophisticated reports with ease. JDashboard's drag-and-drop design interface helps users configure and display visualizations like tables, charts, and maps, simplifying information understanding and supporting faster decision-making. The reports and dashboards can be embedded into any backend system or front-end application, providing a consistent branded user experience. Logi Report's Java-based, platform-agnostic nature bridges technology gaps and alleviates interoperability concerns, allowing end users to build reports with minimal training. Read More Log in to view content
Contents

Technology Category

Analytics & Modeling - Real Time Analytics

Application Infrastructure & Middleware - API Integration & Management

Application Infrastructure & Middleware - Data Visualization

Applicable Industries

Professional Service

Software

Applicable Functions

Business Operation

Services

Software Design & Engineering Services

System Integration

Training

Challenge

KANA Software faced significant challenges with their existing reporting tool, which was not equipped to handle heavy data usage and lacked the flexibility required by their customers. The process of setting up and creating reports was cumbersome and inefficient, limiting the number and types of reports accessible to support agents. This resulted in agents often lacking a complete 360-degree view of customers, hindering their ability to fully engage with them. Additionally, the previous reporting tool was Windows-based, causing interoperability issues for several enterprise-class customers and leading to development delays due to incompatibility and workflow inefficiency. To address these issues, KANA sought a more robust and efficient embedded platform to enhance the quality and depth of customer information provided to agents.

About Customer

KANA Software, based in Silicon Valley and now part of Verint Systems, is a leading provider of customer service solutions for email, call centers, and the web. The company serves over 600 clients, including nearly half of the world's largest 100 companies. KANA's solutions are designed to provide customer support teams with real-time guidance and advice for end-user interactions, significantly improving agent productivity and customer satisfaction. The company's comprehensive suite of products helps businesses across various industries deliver personalized customer experiences by providing agents with detailed customer information, such as account history and previous purchases, through a unified and intuitive user interface. KANA's mission is to empower customer service agents to create lasting customer relationships by delivering exceptional service.

Solution

To address the challenges with their existing reporting tool, KANA Software chose Logi Report for its simple setup and integration with existing technologies. Logi Report enables KANA customers to provide their service agents with powerful tools to generate comprehensive, on-demand customer profiles. KANA leveraged Logi Report Designer and JDashboard to redesign and deploy over 100 reports for daily use. The solution supports CSS styles, allowing custom layouts and designs to be applied at runtime, accelerating the transition from old reporting styles. Logi Report Designer offers a feature-rich interface for selecting multiple data sources, query parameters, and design layouts, enabling the creation of sophisticated reports with ease. JDashboard's drag-and-drop design interface helps users configure and display visualizations like tables, charts, and maps, simplifying information understanding and supporting faster decision-making. The reports and dashboards can be embedded into any backend system or front-end application, providing a consistent branded user experience. Logi Report's Java-based, platform-agnostic nature bridges technology gaps and alleviates interoperability concerns, allowing end users to build reports with minimal training.

Impact #1	Logi Report's self-service features enable managers and customer service agents to access complete authorized customer intelligence and generate reports with up-to-date information on demand.
Impact #2	The ad hoc reporting capabilities allow customer service agents to personalize every interaction, delivering a superior experience that strengthens both KANA's and its customers' brands.
Impact #3	Logi Report's support team provided exceptional service, assisting KANA in repurposing over 100 existing report templates into dynamic on-demand reports.

Impact #1

Logi Report's self-service features enable managers and customer service agents to access complete authorized customer intelligence and generate reports with up-to-date information on demand.

Impact #2

The ad hoc reporting capabilities allow customer service agents to personalize every interaction, delivering a superior experience that strengthens both KANA's and its customers' brands.

Impact #3

Logi Report's support team provided exceptional service, assisting KANA in repurposing over 100 existing report templates into dynamic on-demand reports.

Benefit #1	Improved agent productivity by up to 75%
Benefit #2	Repurposed over 100 existing report templates
Benefit #3	Enhanced customer satisfaction

Benefit #1

Improved agent productivity by up to 75%

Benefit #2

Repurposed over 100 existing report templates

Benefit #3

Enhanced customer satisfaction

Download PDF Version

Overview

Winning Customers for Life

Operational Impact

Quantitative Benefit