[rt-users] OT ADVOCACY: Kana response vs RT

[Steve_McStravick at BreconRidge.com]

* 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. :-)

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