KANA Provides America West Airlines, Nissan Motor Co., Ltd., British Airways, MAN Truck & Bus and Other Global Transportation Organisations with its Web-Architected eCRM Solutions.
KANA (NASDAQ: KANA), the leading provider of external-facing eCRM solutions, announced in May 9 that its solutions have produced a series of recent successes for global transportation industry customers.Established leaders in the airline, auto and rail industries, such as America West Airlines, British Airways, Nissan Motor Co., Ltd., MAN Truck & Bus and Delta Airlines, Inc. are benefiting from the competitive advantage of KANA’s external-facing eCRM solutions by offering the highest level of customer service while dramatically lowering costs of marketing and service.
With their large and diverse customer bases, global transportation organisations face a high volume of customer inquiries and have an opportunity to differentiate themselves from their competition by providing exceptional customer service. Utilising the KANA iCARE* suite, these companies have been able to meet customer demands for faster, more efficient and personalised service through all points of contact. At the same time, by taking customer service to the Web through self- and assisted-service capabilities, these organisations are now able to handle increasing levels
of customer inquiries with fewer internal resources.
MAN Truck & Bus is a leading supplier of transportation services to the road haulage industry, and serves more than 30,000 trucks on the road in the United Kingdom. As its business grew, MAN Truck & Bus needed to find an efficient way to provide effective customer service, and turned to KANA.
“We need to provide our customers an immediate service with up-to-the-minute information. We looked to KANA to provide us with a solution that would allow us to meet this demand – with minimum pain for the contact centre,” said Alistair Williamson, MAN Truck & Bus marketing director. “This is business-critical for us – we could lose customers quickly if we don’t provide top-level support. KANA has provided us with a solution that allows us to meet and exceed our customers’ expectations.”
Other transportation industry leaders that have benefited from KANA solutions include Northwest Airlines, Icelandair, Scandinavian Airlines System, All Nippon Airways Co., Ltd., Cathay Pacific Airways and KLM. The KANA iCARE suite of products allows these global transportation companies to capture and leverage customer information to deliver more effective, efficient and personalised service across all points of customer interaction from Web site visits, to e-mail, online chat, and phone.
“Leaders in the transportation industry are looking to create positive customer experiences while reducing costs and are turning to the KANA iCARE suite to provide the highest levels of customer service to their global customer bases,” said Alf Saggese, MD, EMEA for KANA. “KANA’s solutions are uniquely suited for the needs of these organisations, and as a result we are seeing a rapid increase in adoption of the iCARE suite throughout the transportation market.”
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