KANA's Global Consulting Services (GCS) team combines deep expertise in eService, Knowledge Management and KANA Enterprise, with proven planning, project management, deployment, and integration skills. The result is rapid impact on your business through an effective implementation based on sound business strategy.
GCS helps organizations deliver the world's best customer experiences. Our consultants are at the front lines delivering optimal customer journeys, turning theory into practice using the full suite of KANA customer service solutions. You can see some of our work in public places like Palm's support site or USPS.com. GCS's work at more than 200 leading customer service organizations has resulted in enhanced knowledge bases, streamlined business processes, and more effective agents able to ask the right questions and find the right answers.
Our team is demanding, but easy to work with. Professional, yes, but we're not afraid to have fun. We constantly look at the ROI from our work. We strive for 100% satisfaction with all our clients.
If you'd like to leverage our passion and experience delivering strategic business consulting and end-to-end technology solutions to achieve your vision of customer service success, Global Consulting Services can help.
Customer Service Strategy Engagement
We work closely with you to analyze your service experience management requirements, help you benchmark yourself against industry leaders, and create a roadmap for success. Services include strategy, planning, business case and program development for the agent desktop, knowledge management and self-service journeys.
Customer Experience Transformation Engagement
We build on your strategy to create a tailored business design and technical solution to transform your customer touch points. Services include multi-channel optimization, business process re-engineering, content audit, knowledge management tuning, KCS programs, and performance management.
Customer Service Implementation
We work with your team to execute the plan, providing project management and training as needed. Services include software deployment, systems integration, system upgrades, program management, and change management.
Customer Service Value Realization
Following the implementation of your customer service solution, our Value Realization program will assist with the measurement and validation of targeted business improvements established during the strategy and design phases of your program.
Gain immediate value from your investment in KANA solutions without the need for additional IT resources. KANA Managed Services are offered in an on-premise or hosted model, and include service-level management, incident management, change management, capacity planning, application administration, and training.