E-mail: The Right E-tools for the Job

A key player in the high-end solution space is KANA (www.kana.com), which is used by office products giant Staples, among other marketers. “Our administrators saw the ability to leverage the solution’s rules logic to optimize the timeliness of responses to customers — such as the ability to segregate requests by type,” says Randy Scollins, director of strategy and implementation at Staples. “KANA is reasonably priced and well-supported. It has the scalability to keep up with our growth in e-mail volume.”