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Winning Customers for Life
Technology Category
- Analytics & Modeling - Real Time Analytics
- Application Infrastructure & Middleware - Data Visualization
- Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
- Software
- Professional Service
Applicable Functions
- Business Operation
Services
- Software Design & Engineering Services
- System Integration
- Training
The 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 The 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.
The 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.
Operational Impact
Quantitative Benefit
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