OT ADVOCACY: Kana response vs RT

This is an odd question, but has anybody used Kana response
system for email-based customer service? (www.kana.com)

Our ancient mustang application is being replaced. I built a demo
RT unit that was well received, but tomorrow I’m in a meeting with
kana to hear their sales pitch.

Does anybody have any experience with them or some suggestions as
to questions I should ask?

I honestly believe that RT is the best solution due to the unlimited
possibility for customization and the nature of open source. But
the ultimate decision will rest with customer service, aka
the users. :slight_smile:

  • Lamont
    "I am not an atomic playboy."
  • On 25/07/05 19:04 -0700, Lamont Lucas wrote:

This is an odd question, but has anybody used Kana response
system for email-based customer service? (www.kana.com)

Our ancient mustang application is being replaced. I built a demo
RT unit that was well received, but tomorrow I’m in a meeting with
kana to hear their sales pitch.

Does anybody have any experience with them or some suggestions as
to questions I should ask?

I honestly believe that RT is the best solution due to the unlimited
possibility for customization and the nature of open source. But
the ultimate decision will rest with customer service, aka
the users. :slight_smile:

So why bother, really, if you are not the decision maker?
Everyone you see in this list has dissed everything else for RT and so
cannot look back, lest they turn into a “stone of salt”, like Lot’s
wife :wink:

    cheers
   - wash 

Odhiambo Washington . WANANCHI ONLINE LTD (Nairobi, KE) |
wash () WANANCHI ! com . 1ere Etage, Loita Hse, Loita St., |
GSM: (+254) 722 743 223 . # 10286, 00100 NAIROBI |
GSM: (+254) 733 744 121 . (+254) 020 313 985 - 9 |
“Oh My God! They killed init! You Bastards!”
–from a /. post

  • On 25/07/05 19:04 -0700, Lamont Lucas wrote:

This is an odd question, but has anybody used Kana response
system for email-based customer service? (www.kana.com)

Our ancient mustang application is being replaced. I built a demo
RT unit that was well received, but tomorrow I’m in a meeting with
kana to hear their sales pitch.

Does anybody have any experience with them or some suggestions as
to questions I should ask?

I honestly believe that RT is the best solution due to the unlimited
possibility for customization and the nature of open source. But
the ultimate decision will rest with customer service, aka
the users. :slight_smile:

I had to sell all of the tech-groups on RT as well (since it wasn’t a
business priority to switch off the existing WREQ system). All I did was
create the RT Test system and customized it to cater it to each of the
audiences who I needed to get the ‘buy-in’. They were impressed by the
custom fields, the on-board reporting, the approvals, the scripting, email
parsing from web forms, and well pretty much everything. I basically took a
bunch of the work that everyone hates doing (cutting and pasting emails,
updating a bunch of spreadsheets, manual reporting etc.) and put it into RT
to show them how easy their lives could be.
Well it worked and we’re now on the migration path…Though they still
don’t understand how this is freely available!..

Steve McStravick

I.S.
BreconRidge Manufacturing Solutions

Our ancient mustang application is being replaced. I built a demo
RT unit that was well received, but tomorrow I’m in a meeting with
kana to hear their sales pitch.

Does anybody have any experience with them or some suggestions as
to questions I should ask?

I honestly believe that RT is the best solution due to the unlimited
possibility for customization and the nature of open source. But
the ultimate decision will rest with customer service, aka
the users. :slight_smile:

So why bother, really, if you are not the decision maker?

He probably has to compete with a vendor that will buy lunch for
the decision maker. The thing to look for is something that RT
already has or that you can easily customize to fit your situation
and ask the vendor how much it will cost for a matching custom
feature.

Les Mikesell
les@futuresource.com