E-Commerce Leader Increases Contact Center Productivity By 35 Percent With KANA Response
MENLO PARK, Calif. - June 12, 2002 -KANA® (NASDAQ: KANA), the leading provider of external-facing eCRM solutions, today announced that 1-800-FLOWERS.COM, Inc. (Nasdaq: FLWS), the leading multi-channel retailer of thoughtful gifts for all occasions, has experienced a strong increase in employee productivity and reduction in e-mail response times with the deployment of KANA’s Web-architected contact center solution. Through the use of KANA ResponseTM software, 1-800-FLOWERS.COM has seen a 35 percent increase in contact center Gift Advisor productivity, and most e-mails are now answered in under two hours leading to significant cost savings in the contact center as well as faster, more efficient customer care.
1-800-FLOWERS.COM needed an e-mail management solution that would help the company reach its goal of responding to a majority of all e-mail inquiries within two hours. After researching many competing eCRM solutions, the company chose KANA Response for its ability to automate and streamline e-mail responses. In just one month, 1-800-FLOWERS.COM saw immediate improvement in agent productivity due to the ease of use of KANA Response and the powerful and easy-to-read reports it generates. As a result, the company has now exceeded its aggressive customer service goal by answering almost all e-mails in under two hours during non-holiday periods
“We experienced an improvement in customer service representative productivity by 35 percent through the use of KANA Response,” said Meredith McArdle, Director of Customer Service at 1-800-FLOWERS.COM.“ The time saved with KANA Response’s e-mail management capabilities has enabled us to continue our tradition of providing exceptional customer service.”
As an integral component of the KANA iCARETM suite, KANA Response is the most effective and widely used e-mail management system in the world. It provides world-class agent-assisted service with fast, high volume, intelligent, automated e-mail, Web, and instant messaging request management. KANA Response enables 1-800-FLOWERS.COM to respond faster and more accurately to customer requests, both increasing customer satisfaction and agent productivity.
“Serving a large customer base such as 1-800-FLOWERS.COM’s can be time consuming and expensive without effective, highly scalable eCRM solutions,” said Bud Michael, executive vice president of products and marketing for KANA. “Through the use of KANA Response, 1-800-FLOWERS.COM provides its customer service representatives with the tools to be more efficient while providing its customers with unprecedented levels of customer care, resulting in a dramatic return on investment and reduced costs in the contact center.”
1-800-FLOWERS.COM is one of nearly 1,300 companies worldwide using KANA next generation eCRM solutions to drive better relationships through effective, efficient interactions with customers at all points of contact (Web collaboration, phone, e-mail, live chat) and throughout the enterprise. The KANA approach to customer relationship management technology solutions combines sophisticated analytics with thin-client Web architecture to deliver extraordinary customer interactions that decrease costs and drive revenue.
With one of the most recognized brands in gift retailing, 1-800-FLOWERS.COM provides a broad range of thoughtful gift products including flowers, plants, gourmet foods, candies, gift baskets and other unique gifts to customers around the world via: the Internet at (www.1800flowers.com); by calling 1-800-FLOWERS® (1-800-356-9377) 24 hours a day; or by visiting one of its Company- operated or franchised stores. The Company`s gift product line is extended by the merchandise sold under its complimentary brands, including home décor and garden merchandise under Plow & Hearth® (phone: 1-800-627-1712 and web: (www.plowandhearth.com), premium popcorn and other food gifts under The Popcorn Factory® (phone: 1-800-541-2676 and web: www.thepopcornfactory.com), gourmet food products under GreatFood.com® (www.greatfood.com), and children`s gifts under HearthSong® (www.hearthsong.com) and Magic Cabin Dolls® (www.magiccabindolls.com). 1-800-FLOWERS.COM currently maintains strategic online relationships with AOL Time Warner (AOL keyword: 1800flowers), Yahoo!, and Microsoft Corporation (MSN) among others. The Company`s website was recently chosen as one of "The Best Places to Shop Online" by The Wall Street Journal. The Company`s Class A common stock is listed on the NASDAQ National Market (ticker symbol "FLWS").
KANA (NASDAQ: KANA) provides the industry`s leading external facing eCRM solutions to the largest businesses in the world, helping them to better service, market to, and understand their customers and partners, while improving results and decreasing costs in contact centers and marketing departments. Through comprehensive multi-channel customer relationship management that combines the best-in-class KANA iCARE Architecture with enterprise applications, KANA has become one of the fastest-growing providers of next generation eCRM technology. The company`s customer-focused service, marketing and commerce software applications enable organizations to improve customer and partner relationships by enabling them to productively interact when, where and how they want - across all touch points, including web contact, web collaboration, e-mail, and telephone. KANA`s global customer base includes Global 2000 organizations in the financial services, manufacturing, high technology, communications, retail and services markets. ADP, Chase, E*Trade, GAP, GM, Hewlett-Packard, Kodak, Sony, United Airlines, Verizon, and Williams Sonoma are among the industry leaders that have implemented KANA`s eCRM solutions. KANA has locations in 22 countries worldwide, in addition to an extensive global network of channel partners. For more information, please visit www.kana.com.
Cautionary Note Regarding Forward-looking Statements Under the Private Securities Litigation Reform Act of 1995: Information in this release that involves KANA’s financial forecasts, projections, expectations, beliefs, hopes, plans, intentions or strategies regarding the future are forward-looking statements that involve risks and uncertainties. These statements include statements about KANA’s expected profitability, cash flow, revenue, margins, expenses, growth and new business, its market position and its relationship with customers. All forward-looking statements included in this release are based upon information available to KANA as of the date of the release, which may likely change, and we assume no obligation to update any such forward-looking statement. These statements are not guarantees of future performance and actual results could differ materially from our current expectations. Factors that could cause or contribute to such differences include, but are not limited to, risks associated with the merger with Broadbase and integration of the companies; risks associated with lack of market acceptance of KANA’s products or services; inability to enhance and develop our products and services within budget and on schedule; competition in our marketplace, including introduction of new products or services, or reductions in prices, by competitors; inability to attract and retain qualified employees, to manage cash and expenditures or to expand sales; inability to manage business in light of recent management changes and personnel reductions; KANA’s history of losses; and trends and uncertainties slowing and uncertain economic conditions, particularly as they affect spending by our prospective customers on eCRM and similar enterprise software products. These and other factors are risks associated with our business that may affect our operating results are discussed in KANA’s filings with the Securities and Exchange Commission (“SEC”), including our most recent annual report on Form 10-K and quarterly report on Form 10-Q, and registration statement on Form S-4.