Customer Successes: KANA Software & JReport

KANA Software

"JReport stood out for a number of reasons. For KANA, the level of support from Jinfonet through the evaluation process and beyond has been outstanding. The tech support person that we have been working with over the last 2 years is very, very good – knowledgeable and responsive. I deal with a lot of vendors and truly I can say that Jinfonet support is head and shoulders above every other vendor."

- Vikas Nehru, VP of Products for KANA


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KANA Overview

Headquartered in Silicon Valley, KANA is a leading provider of customer service solutions for email, call center and web. The aim of their solutions is to simplify customer service while infusing intelligence into every customer interaction by providing real-time guidance and advice. Reporting is an essential component of KANA's customer service intelligence delivery, so when KANA made the decision to work with a new reporting vendor, they chose JReport.

The Need for Robust, Scalable Reporting

The KANA Software product line included a reporting component prior to JReport; however there were shortcomings that led KANA to initiate the process of looking at alternative solutions. KANA was clear on the criteria they sought in a reporting tool that would meet or exceed their expectations:

  • Setup and implementation needed to be easier and faster.
  • Reports needed to be more intuitive for end users to work with.
  • The ability to run ad hoc reports and quickly change the report settings for custom reports: Type of report, data selection, report scheduling, etc.

KANA wanted to address the gap in their reporting needs in order to provide their customers the most seamless and powerful customer intelligence offering possible. Since JReport is 100% Java, KANA found it easy to deploy within their first application. By embedding JReport in their application, it was clear that setup and implementation were far easier than any other reporting tool KANA had worked with, and the KANA team was able to begin testing JReport much quicker than anticipated.

JReport proved to be the right solution for KANA's technical and end-user requirements. The previous experience of working with a primarily Windows platform for report execution had become a major hindrance for KANA's enterprise class customers and prospects when trying to deploy critical reporting from KANA's products. JReport exceeded KANA's end-user expectations, and was able to bridge the gaps that lead KANA to seek a new reporting tool to begin with.

In fact, Jinfonet's capability to provide best-in-class reporting convinced KANA to take a bigger step than they initially planned. The first phase, initially slated to be a pilot project for one product, was upgraded to cover KANA's entire product suite after testing produced results far exceeding KANA's expectations.

The decision to embed JReport across their suite meant KANA was faced with what they thought would be a major challenge. Over 100 existing Crystal Reports templates needed to be converted to JReport, causing questions and concerns for how long it would take to complete the task. Such a project seemed like it could present a major time sink, which was something that KANA's product development team was eager to avoid, to minimize any impact on their customers. However KANA was relieved to discover that the conversion was much easier than anticipated with JReport, and they were able to convert all reports in an incredibly short amount of time with the aid of Jinfonet professional services.

KANA's Customers See Tangible Benefits

The conversion instantly made a positive impact on KANA's customers. "For (our) customers, we are now able to provide a solid, robust, scalable reporting platform that runs on multiple platforms and provides the analytics and reporting that our customers have been looking for. The report designer that comes with JReport has been received very well by KANA customers."

KANA customers use KANA reports to gain insight into and manage critical operations within their business. The new KANA reporting package, powered by JReport, provides the following key benefits:

  • Unmatched report scheduling flexibility: Multiple concurrent reports scheduling capability
  • Historical report archival and recall
  • Ease of modeling, creating and deploying custom reports

In particular, JReport has enabled KANA to offer ad hoc reporting to its customers, which has put the power in the hands of the end user. The ad hoc feature gives the end user the ability to generate reports as needed, without having to wait for the development team to design the report. This has provided KANA a distinct competitive advantage. Mr. Nehru noted: "This is a great feature and our customers love it. The ability for business users to construct reports, on the fly, without deep knowledge of the database or involving IT has been well received."

The Jinfonet Customer Service Difference

While JReport was clearly the reporting tool of choice to embed in KANA's products, the one factor that distinguished Jinfonet from its competitors was the consistently high level of dedication to KANA's success throughout the evaluation and implementation process. During the initial phases of working with JReport, KANA was pleased with the overwhelming level of service and support Jinfonet demonstrated; standards that KANA has since come to expect and appreciate as a long-term partner. Vikas Nehru, VP of Products for KANA stated, "JReport stood out for a number of reasons. For KANA, the level of support from Jinfonet through the evaluation process and beyond has been outstanding."

This did not stop after KANA's selection of JReport. Mr. Nehru observed: "The level of support provided by Jinfonet has been OUTSTANDING. The tech support person that we have been working with over the last 2 years is very, very good – knowledgeable and responsive. I deal with a lot of vendors and truly I can say that Jinfonet support is head and shoulders above every other vendor."

About Jinfonet

Jinfonet Software is the leading provider of embedded reporting solutions for enterprise applications. JReport, the company's flagship product, is a 100% Java-based reporting solution that includes a report development environment and that can embed seamlessly into any Java application, leverages Java EE standards, and delivers actionable reports via the web. JReport's intuitive design and deployment tools make report creation, review, on-the-fly modification and distribution fast and easy. JReport is employed by millions of end-users at more than 1000 companies worldwide.

About KANA Software

KANA Software provides customer service solutions to the world's largest and fastest growing companies. They have established a reputation for injecting service intelligence into every customer interaction, with the goal of simplifying customer interactions across all channels. KANA's unique solution has enabled their customers to become renowned for exceptional customer service, in turn helping KANA's clients "create customers for life."

In every industry, companies have discovered the power of KANA to improve agent productivity by as much as 75%, achieve double-digit increases in customer satisfaction and differentiate themselves based on the quality of service. More than 600 companies and nearly half of the world's largest 100 companies use KANA solutions to deliver simply smart service that produces deeper and more profitable customer relationships.

Customer
KANA Software provides customer service solutions to the world's largest and fastest growing companies. They have established a reputation for injecting service intelligence into every customer interaction, with the goal of simplifying customer interactions across all channels. KANA's unique solution has enabled their customers to become renowned for exceptional customer service, in turn helping KANA's clients "create customers for life."

Customer URL
www.kana.com

Results & Benefits
JReport proved to be the right solution for KANA's technical and end-user requirements. The previous experience of working with a primarily Windows platform for report execution had become major hindrance for KANA's enterprise class customers and prospects when trying to deploy critical reporting from KANA's products. JReport exceeded KANA's end-user expectations, and was able to bridge the gaps that lead KANA to seek a new reporting tool to begin with.