DeRemate.com Improves Service and Technical Support with Kana eRM Solutions

Added: (Fri Nov 17 2000)

Pressbox (Press Release) - Kana’s new technology will provide a more rapid and efficient customer service to more than 1.3 million users, thus consolidating DeRemate’s position as the leading e-commerce company in the region.

REDWOOD CITY, Calif.-November 15, 2000-Kana Communications, Inc. (NASDAQ:KANA), a leading provider of enterprise relationship management (eRM) solutions, announced that DeRemate (Arremate.com in Brazil), the largest and most popular trading community on the Internet in Latin America, is implementing Kana software solutions in its eRM operations. DeRemate, the highest-trafficked e-commerce marketplace in the region, will be the first in Latin America to use Kana’s technology to manage personalized customer interactions and help ensure satisfaction among its growing user base, of over 1.3 million customers.

In addition, DeRemate will expand its current customer service and technical support capabilities with Kana’s solutions. Kana’s sophisticated relationship management applications include intelligent automation of user interaction and personalized feedback information according to specific user profiles and transactions, resulting in increased customer service and support, and enhanced responsiveness.

DeRemate, with the largest e-commerce customer base in Latin America, selected Kana’s solutions from a pool of six proposals, taking into account Kana’s tools unique functions, which include: scalability, multi-departments, distributed business organization, artificial intelligence and high-volume management capabilities. Kana, servicing more than 800 global companies worldwide, helps 8 of the 10 most visited sites on the Web conduct their marketing, sales and service operations.

By selecting Kana, DeRemate reinforces Kana’s reputation for helping build customer loyalty through increased customer service and support, thus generating new sales opportunities, reducing online communications costs and increasing interaction across all channels with end users and associates.

“We are happy to have chosen Kana as our eRM provider, because its solutions provide a broad and integrated set of communications and e-business applications built on Internet-architected foundation,” said Guillermo Cepeda, DeRemate’s Vice President. “This significant investment of DeRemate in the acquisition of Kana’s solution will enable us to achieve our most important objective: to adequately manage customer interactions, whilst easily adding other applications from Kana to attain a complete e-business relationship management solution. A major factor of consideration for us is to achieve and maintain 100% customer satisfaction, and Kana can help us achieve that goal in the nine Latin American countries where we presently operate.”

“We’re delighted to have Latin America’s prime online e-commerce site using Kana’s eRM solution. As with other highly-trafficked Web portals, as well as leading Global 2000 companies that also use Kana, it’s a strong validation of our ability to make customer and partner interactions easier, more efficient and effective,” stated Murilo Renovato, Director for Kana Latin America. “DeRemate is also relying on Kana tools to help manage the bulk of the site’s traffic. According to a September 2000 I/PRO survey, DeRemate had 4.8 million visitors during that month and has executed more than 275,000 online business transactions to date.

About DeRemate
DeRemate, (www.deremate.com) and (www.arremate.com) in Brazil, is the largest and most popular trading community on the Internet in Latin America, which allows its users to sell and buy products and services through its technological interactive platform. DeRemate was founded in August 1999, and with a staff of 200 professionals, it presently operates in nine countries: Argentina, Brazil, Chile, Colombia, Mexico, Peru, Uruguay, and United States y Venezuela.

So far DeRemate has received financing for US$ 60 million from strategic and financial investors, including Citigroup Venture Capital, Merrill Lynch, e-Quest, Texas Pacific Group, SLI Investments and Terra Networks. DeRemate is the exclusive channel of online auctions of Terra Networks and T1MSN (Microsoft and Telmex), among others.

DeRemate has more than 1.3 million registered users and is the only site in its category in the region that audits and publishes audit results. According to the activity report prepared by I/PRO on September of the current year, DeRemate.com registered 4.8 million visitors and registered 25.8 million requested pages. More than 275,000 transactions have taken place in DeRemate producing gross merchandise sales in excess of US$ 50 million.

About Kana Communications Inc.
Kana Communications, Inc. (NASDAQ: KANA), a leading provider of Internet-architected enterprise relationship management (eRM) solutions, provides a broad range of world-class, integrated e-business and interaction applications with a modular and scalable platform for both Internet and Global 2000 companies. Kana solutions deliver personal portals that offer customers, partners and the enterprise a global view of their communications and relationships. This global view includes managing the full set of communications channels such as e-mail, Web, chat, instant message, VOIP, phone and person-to-person, as well as e-business and communications applications to integrate the marketing, sales and service functions. This full-service suite enables e-businesses to compete and succeed in today's customer-driven economy. With more than 800 customers, including 14 of the 20 most trafficked Web sites, Kana’s headquarters are located in Redwood City, California, with branch offices all around the world, including Brazil, where operations have recently started. For more information about Kana’s solutions please visit its website at http://www.kana.com.

Kana Communications, Kana and Kana´s logo are trademarks of Kana Communications, Inc. All other company and product names may be trademarks of their respective owners.