Case Study: KANA Software achieves 75% reduction in UI configuration costs and rapid business-driven customization with WaveMaker

KANA Transforms its Customer Service by Reducing Customization Costs by 75%

KANA Software, a leading customer‑service ISV deployed at more than 600 companies including half of the Fortune 50, faced a common packaged‑software dilemma: customers needed frequent, fine‑grained customizations to match diverse business processes, but UI and workflow changes were costly (often ~$100,000), slow, and required technical specialists—creating high TCO and operational friction for both clients and KANA.

KANA embedded WaveMaker Studio, a browser‑based drag‑and‑drop development tool that integrates with its IBM WebSphere backend, so non‑technical process owners can visually modify UIs and workflows and deploy changes quickly. The integration is expected to cut UI configuration costs by about 75% (to roughly $25,000), enable changes in minutes or hours instead of weeks, and save KANA’s customers an estimated $1.75M+ annually while lowering TCO and improving agility.

KANA Software

Mark Angel

Chief Technology Office