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IBM and Kana Form Global Strategic Alliance to Deliver Relationship Management Solutions

Alliance combines industry expertise and e-business solutions to help companies leverage the Web

WHITE PLAINS, NY & REDWOOD CITY, Calif. - 15 Aug 2000: IBM (NYSE: IBM)

and Kana Communications, Inc. (NASDAQ: KANA), a market-leading provider of enterprise relationship management (eRM) solutions, announced today that the two companies have formed a global strategic alliance to integrate Kana's Web-architected relationship management solutions with IBM's middleware, hardware and services e-business capabilities. Together, IBM and Kana will deliver comprehensive e-business solutions for managing online interactions and relationships among customers, business partners and the enterprise.
Benefits of IBM and Kana Solutions
The IBM and Kana solutions will deliver many benefits to companies, resulting in enhanced revenue opportunities through the acquisition, retention and development of customer and partner relationships. They include the ability to:· Manage interactions across all communication channels including Web, e-mail, WAP, phone, fax and storefront
· Deliver a consistent, intelligent, and personalized experience across all points of contact
· Grant customers, partners and the enterprise a 360-degree view of relationships
· Leverage the power of the Internet for marketing, sales and service
· Attract new customers through improved insight into customer preferences and behavior
· Employ a Web-architected platform that is scaleable and can communicate and enable information from all other enterprise solutions
· Grow revenue, reduce costs and increase profits. "The solutions we're now able to provide with Kana will enable companies to manage customer interactions via the Web. This alliance is driven by client demand for assistance in developing e-business strategies and Web-architected solutions," said Stephanie Hahn, General Manager of IBM Customer Relationship Management Solutions. "The Internet has shifted the balance of power to customers by empowering them to choose how, when, and where to conduct business. Our clients' companies are looking to implement these kinds of Web-based, customer, partner and employee-facing solutions," Hahn concluded.
NAPA Chooses IBM and Kana For Internet Store
IBM and Kana's e-business portfolio of relationship and loyalty-focused solutions are already enabling joint clients to better serve their customers, improve return on investments and enhance the customer Web-based experience. National Auto Parts Association (NAPA), the world's largest supplier of after-market auto parts and accessories, looked to IBM and Kana when developing their Internet auto parts store, NAPAOnline.
"NAPA's business depends on our strong relationships with customers and it was very important to offer them the same high quality service at NAPAOnline that they would experience in our stores," said Keith Schamis, general manager of NAPAOnline. "IBM and Kana's Web-architected solution enable NAPAOnline to better manage relationships with customers through all possible communications channels and interaction methods. NAPAOnline can now provide customers with a personalized online experience, fostering the trusting relationships that are critical to building customer loyalty."
Alliance Puts Customer in Center of Web-Relationship
IBM will offer Kana as its enterprise relationship management solution provider that transforms business enterprises into e-businesses centered on interactions with customers, employees and partners. Kana will deliver this through a highly scaleable, Web-architected platform that provides a global view for customers, partners and the enterprise, that provides them with a 360-degree view of their interactions.
"IBM's industry expertise and implementation skills, teamed with Kana's leading eRM solutions, enable businesses to thrive in an economy that is driven by relationships. This alliance demonstrates that today's companies see the value of managing enterprise relationships on a flexible, scaleable, Web-architected platform," said Michael McCloskey, CEO of Kana. "IBM and Kana have already successfully provided integrated solutions for clients in both the Business to Consumer and Business to Business markets. We will continue to take a leadership role in developing the most comprehensive, technologically-advanced solutions, to meet the present and future needs of our customers."
Joint Marketing and Sales Agreement
Under the agreement the two organizations will jointly market and sell Kana eRM solutions, which will support IBM's Application Framework for e-business, including the Netfinity (NT) and RS/6000 (AIX). Dedicated engineering, product marketing and quality assurance teams will manage the integration and optimization of the entire, Web-architected integrated e-business solution. Kana's solutions will embrace IBM's enabling middleware and component-based technologies, including DB2 Universal Database, MQ Series, WebSphere Commerce Suite and WebSphere Application Server. IBM and Kana are continuing to work on additional joint hardware and middleware support solutions including IBM's Mail Analyzer, Computer Telephony Integration products and full support of the AS/400e. Furthermore, IBM is integrating Kana into MerchantReach, IBM's offering that addresses the integrated multi-channel retailing and CRM needs for retailers. In addition, Kana will participate in development projects at IBM Research Labs.
IBM Global Services has formed a worldwide team within its CRM practice to deliver world-class business processes, software configuration, integration, training, and customer support for Kana eRM applications. Throughout North America, Europe, and Asia Pacific, prospective customers will be able to visit IBM Solutions Centers that will feature Kana customer deployments and industry best practices in sales, marketing and customer service. IBM experts in Kana products will help customers identify, build, integrate, and deploy solutions that meet their specific business requirements.
IBM and Kana have agreed to a collaborative distribution strategy that includes jointly selling and cooperative marketing of integrated e-business solutions globally. IBM and Kana havewill also entered a re-seller agreement in Japan with future agreements expected. IBM global sales and service professionals will be trained on Kana products and will now have the unique ability to market and deliver a comprehensive relationship management solution that includes Kana's award-winning applications, IBM servers, database and enabling software, and the full suite of services and support.

Contact(s) information

Tod Freeman
IBM
914-642-5422

Kana Communications
Kyle Flaherty
603-665-1308

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