SUNNYVALE, CA--(Marketwired - Aug 20, 2013) - KANA Software, Inc., a global leader in customer service solutions used by more than 900 organizations and 250 government agencies worldwide, announced the city of Winnipeg, Canada, has deployed a new mobile application based on its LAGAN Customer Mobile technology. The new "Winnipeg 311" app lets the municipality's more than 663,000 citizens access information and request city services from their mobile devices 24 hours a day, 365 days a year.
Winnipeg's mobile app introduction is expected to further the city's stature as a forerunner in developing innovative and cost-effective community support programs. It is the first North American city to deploy LAGAN Customer Mobile, an application that lets customers have two-way communication with their local government for reporting issues such as potholes, graffiti and street light outages.
The free Winnipeg 311 app, available now for iOS and Android devices via the Apple App Store and Google Marketplace, extends the government-to-citizen engagement supported by Winnipeg's existing LAGAN Enterprise customer service system. The city launched its 24/7 311 service in January 2009 and has since handled more than 8 million calls and 230,000 emails from its downtown contact center.
LAGAN Customer Mobile supports transmission of photos and GPS information for tracking issue fulfillment within Winnipeg's LAGAN Enterprise system. It also allows citizens to track resolution of reported issues on their mobile devices without needing to call the contact center.
Operating as Winnipeg's advanced 311 system, LAGAN Enterprise helps ensure quick call center resolution and consistent support for citizens. Earlier this year, Winnipeg was awarded Best Citizen Experience honors by a panel of KANA executives and independent industry analysts who evaluated submissions from many of the world's largest and best governed cities.
"We congratulate Winnipeg on the city's launch of its Winnipeg 311 mobile application, and for its efforts to leverage mobile technology to better understand and respond to customers' needs," said David Moody, head of worldwide product strategy for KANA Software. "LAGAN Customer Mobile will provide time- and cost-saving efficiencies that Winnipeg public servants and citizens can clearly measure, and create opportunities to reassign valuable resources toward additional city priorities."
About KANA Software
KANA understands the value of great Customer Service experiences. We know every channel through which a customer communicates with -- and about -- your brand. We provide on-premises and cloud solutions for large enterprises and mid-market organizations. By unifying and maintaining context for customer journeys across agent, Web, social and mobile experiences, KANA solutions have reduced handling time, increased resolution rates and improved net promoter scores (NPS) at more than 900 enterprises -- including many of the Fortune 500 and more than 250 government agencies. At KANA, we help create differentiated and personalized customer experiences that count.
KANA is based in Silicon Valley, California and has offices worldwide. For more information visit www.kana.com, phone +1 800-737-8738, and follow KANA on Twitter @KANAsoftware.
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