KANA INC – “FROM CAPEX TO APP-EX”:  THE DAYS OF £1BILLION+ GOVERNMENT IT INFRASTRUCTURE PROJECTS ARE OVER

· KANA boosts its leadership in UK local Government CRM with 10% Year-on-Year market share growth

· Implementations are up to 50 times faster at a fraction of the cost that they were 10 years ago

KANA Software Inc., the leader in customer service software and services for local government, today announces that one third of local government customer service in the UK is now powered by Lagan software.

In the past year, deployments of Lagan software and services have risen more than 10 percent, with many of the new deployments focusing on shared services and cloud deployments. One third of UK Local Government customer service is now based on KANA Lagan software and services.

Mike Hobson, vice president of Public Sector Sales. KANA, said: “The days of the multi-billion public sector IT infrastructure club are over.  A decade ago, slow, expensive projects typically took several years. This year we have implemented programmes within several weeks. Those dinosaur projects have been eclipsed by smaller, specialist deployments at a fraction of the cost.”

KANA added 13 new UK local government customers to its client base in 2012, including Staffordshire Connects; Central Bedfordshire Council; Essex County Council; Doncaster Council; Glasgow City Council and Harborough District Council. Significant incremental business was also signed with existing KANA

customers, including Cheshire West and Chester Council, the Highland Council and Hampshire County Council.

He added: “In these austere times, government agencies are expected to do more for less and that’s where specialist cloud-based software implementation that gathers experience from hundreds of other global implementations can help.  Instead of taking years, software can be deployed and make a dramatic difference to service levels in months.”

Throughout 2012, KANA implemented secure, cloud-based managed services and shared services throughout the UK. For example, Essex County Council selected Lagan Enterprise Hosted Managed Service  via the KANA Cloud.  It took 9 weeks to go live from placing the initial order.

David Moody, head of Worldwide Product Strategy for Public Sector commented, “The Cloud is here, it’s real, and we are committed to delivering  customer software and services from the Cloud  that equal and better traditional on-site implementations. The fact that in 2012 we implemented better cloud-based systems to supply local government services to several million additional UK citizens is evidence that this train isn’t stopping.”

About KANA Software

KANA makes every customer experience a good experience. A global leader in customer service solutions delivered on-premise or in the cloud, KANA lets organizations take complete control over customer service interactions, so they can take care of customers, while managing costs and reinforcing brand. By unifying and maintaining context for customer journeys across agent, web, social and mobile experiences, KANA solutions have reduced handling time, increased resolution rates and improved net KANA Consolidates Leadership Position in UK Local Government CRM promoter score (NPS) at more than 900 enterprises, including half of the Global 100 and more than 250 government agencies. KANA is based in Silicon Valley, California and has offices worldwide.

 

 

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