iJET Powers Web-based Customer Service With KANA's Contact Center Solution

Business Wire, Sept 18, 2001

MENLO PARK, Calif.--(BUSINESS WIRE)--Sept. 18, 2001

Leveraging KANA's Intelligent eCRM Solutions, Leading Travel

Intelligence Provider Improves Customer Experiences While Decreasing

Costs

MENLO PARK, Calif.--(BUSINESS WIRE)--Sept. 18, 2001

KANA (NASDAQ: KANA), the leading provider of next generation eCRM solutions, today announced its latest e-business success story, iJET Travel Intelligence(TM). iJET (www.ijet.com), based in Annapolis, Md., provides 24x7 access to continuously updated, proprietary travel intelligence on 150 countries and select cities worldwide. iJET serves travelers in all corners of the globe and relies on exceptional customer service. The company will now ensure top-tier customer care by leveraging KANA's industry-leading contact center applications. KANA meets iJET's need for a customer service application that is flexible and scales to very high levels of concurrent users.

iJET employs regional and category experts from around the globe who monitor more than 5,000 sources worldwide, evaluate information for traveler impact, and deliver concise, accurate intelligence directly to travelers and travel professionals, 24 hours-a-day, no matter where they are in the world.

Most iJET customers interact with the company over Internet connections. Anticipating that streamlined, multi-channel communication would be central to the success of its customer service-oriented offering, iJET implemented KANA Service prior to launching in April 2001. iJET's customer service operation is based on rapid-response, specialized customer care. The ability to provide that response through KANA's services will build increased satisfaction and loyalty among iJET's international traveler customer base.

"We looked at a large spectrum of CRM vendors, including solutions from Siebel, and found that KANA had the most flexible solution - a Web-based system that better supports our goal to have a complete customer service center," said Matt Payne, iJET manager of customer support systems. "As a result, we were able to build our e-mail management system based on the customer management infrastructure supported by KANA. We are perfectionists with regard to customer service because we cater to an audience that expects the highest level of service, and KANA has delivered for us."

Having designed the company's technology around the J2EE standard, iJET sought an eCRM solution that would easily integrate within its existing systems. KANA's Web-architected contact center solution empowers iJET's customer-centric service due to a:

--Customizable e-mail management solution. A multi-level e-mail suite enables companies to better manage e-mail responses to customer inquiries. This can range from simple e-mail routing and auto-response to more sophisticated modules, which leverage a common knowledge base that responds to requests through all communication channels.

--Flexible customer service workflow process. KANA's workflow engine allows customers to model their business processes within a GUI tool, allowing them to mold the system to the business instead of the other way around. iJET's process directs e-mail to one of six iJET groups, handing off to the appropriate intelligence analyst or support technician. KANA's intelligent eCRM solution made it possible for iJET to create tracks for different types of e-mail inquiries, placing a high priority on those needing immediate processing.

"Web communications with customers has become as vital to businesses as the quality of person-to-person interactions," said Bud Michael, executive vice president of marketing for KANA. "Organizations must put systems in place to turn everyday customer service interactions into successes. iJET is a perfect example of how a service-based organization accomplishes this by leveraging KANA's Web-architected contact center solutions to ensure that customer needs are quickly and effectively addressed through the contact center."

Nearly 1,200 companies worldwide are using KANA next generation eCRM solutions to drive better relationships with organizations to have effective, efficient interactions with customers at all points of contact (Web collaboration, the phone, e-mail, live chat) and throughout the enterprise. The KANA approach to customer relationship management technology solutions that combine sophisticated analytics with thin-client Web architecture to deliver extraordinary customer interactions that decrease costs and drive revenue.

About iJET Travel Intelligence

iJET Travel Intelligence (www.ijet.com), a venture-backed, privately held company based in Annapolis, MD., is the premier private sector intelligence organization focused on delivering real-time travel intelligence(TM) and alerts for the travel industry. Over 29,000 travel agents currently have access to iJET's Global Travel Intelligence Database via the company's WorldcuePro service. Through iJET's WorldcueTraveler service, some 100,000 corporate employees have access to personalized, destination-specific intelligence - tailored to their itineraries and profiles - before, during and after travel. iJET services are backed by regional and category specialists from the fields of intelligence, travel, health and media who staff an around-the-clock operations center where they continuously monitor over 5,000 sources worldwide to help international travelers avoid and manage travel hassles.