Staples’ customer service performance gets a boost with new eCRM solution

Staples Inc. saw an initial 10% gain in productivity in its online customer service operation and a 25% improvement within a year after implementing Kana’s iCare web-architected eCRM solutions, says Randy Scollins, Staples’ director of customer service strategy, of the Kana software the company implemented last year. “It’s scaled to efficiently handle the need of our growing business while helping us provide terrific customer service,” says Scollins.

The Kana eCRM software suite includes software products and programs for managing e-retailers’ contact center operations, an inbound and outbound e-mail management system, a knowledge base for self- and assisted-service online, and marketing and analytics programs. The software products are available on a modular basis and the systems’ web architecture integrates across multiple service channels to integrate with additional enterprise solutions as needed.

“As retailers continue to move customer service to the web, Kana solutions enable them to improve customer experiences and decrease overall costs in the contact center. The result is enhanced satisfaction and loyalty that directly translates into increased revenue for the company,” says Kana executive vice president of products and marketing Bud Michael. Retailers implementing Kana’s eCRM solutions system include J.Crew, The Gap, Williams-Sonoma and 1-800-Flowers.com