InQuira, Inc., a provider of integrated software applications for intelligent search, knowledge management, analytics and user experience, has announced that Serena Software will be implementing the InQuira Customer Experience Platform to power Serena's search and knowledge management (KM) initiatives.

Serena will be using InQuira Information Manager to enhance its knowledge base, and InQuira Intelligent Search to make the knowledge base efficiently and effectively accessible by both support professionals and customers using Serena’s Web self-service capabilities.

More than 15,000 organizations rely on Serena’s existing solutions; however, the recent launch of Serena Mashup Composer is expected to both alter and increase demand on customer service. As Serena is now targeting individual users looking to create business mashups, the company anticipates both exponential growth and an increasing reliance on online support within its customer base. Looking ahead, Serena realized that it would need a solution that could not only deliver effective, efficient search capabilities for Web self-service, but also improve the quality and creation processes for the knowledge base. Serena chose InQuira’s integrated KM and search solution to provide the information for customers to solve their support needs online, and the tools to best access it.

“As Serena moves to provide services to tech-savvy business users, we need to provide our customers with the type of online customer service they are accustomed to getting from industry-leading consumer companies,” said Peter Sianchuk, vice president of worldwide support, Serena Software. “Our support staff is highly technical and exceptionally trained. By working with InQuira, we can supplement our customer experience by delivering the same level of outstanding service on the Web and in person.”

InQuira Information Manager provides a workflow-driven content authoring, editing, review and publishing environment that supports the entire information management lifecycle, so Serena can more easily manage and maintain its knowledge base to ensure that it will have all of the tools necessary for customers to address their support issues online. And since InQuira Intelligent Search automatically indexes any information asset by the semantic meaning of its content to match requests with the most relevant responses, Serena’s customers will also be able to easily and efficiently access that information.

“Serena adopted an incredibly innovative approach to re-designing their customer support; getting the customer involved in each step of the decision-making process ensures that they are truly addressing their customers’ needs,” said Mike Murphy, CEO of InQuira.  “We are thrilled to be working with such a visionary company and look forward to helping them to deliver an excellent customer experience to Serena customers.”

For information about InQuira, visit www.inquira.com

Tracey Schelmetic is Editorial Director of Customer Interaction Solutions magazine. To see more of her articles, please visit her columnist page.