Few organizations need customer experience management (CEM) solutions more than government agencies, whose customer support efforts are often not nearly as robust as those in the private sector. In addition, government agencies in many nations (if not most) are under pressure to remain within sparse budgets (or budgets that are being cut) while at the same time maintaining a high enough profile to please citizens and meet an ever-expanding array of needs and services. For this reason, many government entities are maximizing their resources with the use of customer management software.
KANA Software Inc. is expanding its reach into public sector organizations: the company is announcing a number of key milestones in the growing adoption of its KANA Lagan technology among UK government agencies. Lagan Enterprise Managed Services support both hosted and on-premise deployments, and provides services including application management, application administration, and the company’s continuous improvement program within a fully secure IT infrastructure.
As of late, KANA has seen continued increase in its UK client base, expanding the company’s public sector footprint by more than 10 percent year over year; a boost in the delivery of Lagan solutions via hosted/managed services; and significant growth in the use of Lagan solutions for shared service delivery between multiple local authorities, said the company.
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.
“It is really encouraging in this age of austerity that UK local authorities are recognizing the value of investing in improved infrastructure to help them address the demands of both meeting customer service delivery expectations whilst significantly lowering their costs,” said Mike Hobson, vice president of KANA’s Public Sector Sales, in a statement. “In a marketplace that has seen dramatic churn in vendors and CRM solutions over the last ten years, Lagan remains the brand that the public sector can trust to deliver.”
The company says it remains fully committed to delivering to its customers the same highly functional and configurable customer service solutions from the cloud as they would expect to receive from a traditional, premise-based solution, and the growth in public sector customers is a testament to this.
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