286 — KANA`s External-Facing eCRM Solutions Revolutionise the Way the Healthcare Industry Delivers Customer Service

Jul 9, 2002 | Conteúdos Em Ingles

Highmark, Blue Cross and Blue Shield of Minnesota, Trigon Blue Cross Blue Shield, Bristol-Myers Squibb and Other Leading Healthcare Organisations Improve Customer Care While Managing Costs in the Contact Centre.logokana

KANA (NASDAQ: KANA), the leading provider of external-facing eCRM solutions, announced in April 23 a significant increase in the adoption of its Web-architected solutions across the healthcare industry. The healthcare industry is a natural fit for the scalable, integrated and intelligent solutions KANA provides. As a result, KANA is rapidly becoming the eCRM provider of choice. KANA provides healthcare organisations with a competitive advantage by enabling more efficient customer care across multiple channels while reducing overall costs in the contact centre.

Providing superior and convenient service has become one of the highest priorities for most healthcare providers as they battle to maintain and grow their subscriber base through proactive customer service. Additionally, many healthcare organisations are moving from costly voice communication services that result in prolonged customer wait times to cost-efficient Web-based, self-service and assisted service solutions from KANA.

KANA’s market-leading eCRM solutions enable healthcare organisations to share customer histories across communication channels and departments and enable stronger, long-lasting customer relationships. With KANA solutions driving organisations’ contact centres, healthcare subscribers have access to real-time, around the clock customer service and greater control over the management of their individual accounts.

In an effort to continue expanding its focus on customer service, Blue Cross and Blue Shield of Minnesota, an independent licensee of the Blue Cross and Blue Shield Association, selected KANA’s customer service solutions to
empower its stakeholders with immediate, timely and accurate on-line information about benefits, claim status and eligibility, as well as general health coverage questions.

“After evaluating several vendors, we chose to work with KANA because of the company’s visionary products, which include a highly scalable Web architecture and compatibility with existing applications,” said John Ounjian, senior vice president and CIO of Blue Cross and Blue Shield of Minnesota. “KANA’s external-facing eCRM solutions will enable us to provide even better customer service to our stakeholders – a key means of differentiation in the healthcare industry. By integrating KANA Contact Centre(tm), KANA Response(tm) and KANA Connect(tm) with our contact centre operations, we have the technology to empower stakeholders to contact us when and how they want, so we can provide accurate, rapid responses when needed.”


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