Global Consulting Services

Make Customer Service Your Competitive Advantage

KANA's Global Consulting Services (GCS) team offers deep expertise in eService, knowledge management and SEM, as well as 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.

KGCS helps organizations deliver the world’s best customer experiences. And our consultants are at the front lines of turning this theory into practice with the full suite of KANA solutions. You can see our work in public places like Palm’s support site or USPS.com. Other times it’s behind the scenes in an enhanced knowledge base, streamlined business processes or where agents have been trained to ask the right questions and find the right answers. Our team is demanding, but easy to work with. Professional, yet not afraid to have fun. We constantly look at the ROI for our work and strive for 100% satisfaction with all our clients. At the same time, we are passionate about the communities in which we operate and our consultants engage in numerous fundraising and community outreach programs for groups such as Big Brothers Big Sisters, Habitat for Humanity, and the Harvester’s Food and Fund Drive. Leverage our passion and experience delivering strategic business consulting and end-to-end technology solutions to achieve your vision of customer service success.

Whether you are looking to implement a multi-channel service model, improve service quality, or partner with KANA experts to deploy and manage your applications, KANA Global Consulting Services can help. Our offerings include:

  • Strategy - We work closely with you to analyze your multi-channel service requirements, help you benchmark yourself against industry leaders, and create a roadmap for success. Services include strategy and planning, business case development, and knowledge management or self-service program development.
  • Transformation - 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.
  • 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.
  • Managed Services - Gain immediate value from your investment in KANA 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.