What do you like best?
Prior to KANA Enterprise, we used several different systems. This required our associates to log into any number of sites and programs during the course of the day. As we've continued to build out our iteration of KANA Enterprise, we've been steadily eliminating each of these separate components for the associates. Nearly all of the work they do can be done in KANA Enterprise now. In the future, we will be implementing further developments to lump in everything else while even increasing the functions and features. When all is said and done, KANA Enterprise gives us the ability to do everything we've been doing and thensome, but all within a single application.
What do you dislike?
The customizability is a huge win for KANA Enterprise, but it's also a huge drawback. Very few of the features we scoped out were available on initial release. Even with those, we had a lot of work to do to get there. That said, I wouldn't trade out the time for fewer features/possibilities. Having a all-in-one resource is invaluable, even if it's going to take us a total of 5-ish years to implement all the features we need.
What business problems are you solving with the product? What benefits have you realized?
Scattered resource usage and systems. Improving customer service by making accounts and orders more quickly and easily accessed. Better customer identification. Better email and FAQ management. MUCH better workforce management.