KnowledgeBase Marketing, Richardson, TX, said yesterday that it had selected Kana Communications, Redwood City, CA, a provider of enterprise relationship management solutions, to be the backbone of its direct marketing and customer relationship management portal. It will implement Kana Service to automate all business processes associated with delivering its direct marketing products and services via iBASE.
With iBASE, KnowledgeBase Marketing clients can order, manage and monitor all their direct marketing needs online, on demand. IBASE will provide direct access to all KnowledgeBase Marketing products and services through a secure, user-friendly portal. According to KnowledgeBase, as a result of using iBASE it expects an increase in data, processing and CRM practices, which it says will generate a growing demand on its customer service and service delivery infrastructures.
Kana Service is a solution that integrates the enterprise, the customer and the best aspects of phone, e-mail and Web interaction into a single, browser-based application. While automating internal support processes within a company's call center, Kana Service extends beyond the call center to include partners and suppliers with a global view of customer interactions.