Lagan Technologies

Lagan Technologies, part of KANA Software, provides G2C (government to citizen) technology that is claimed to enable governments and citizens to communicate more effectively. Lagan has over 200 public sector customers worldwide. Lagan’s solutions for government Customer Relationship Management (CRM) and Enterprise Case Management (ECM) are offered through several delivery methods including on-premises, on-demand and hosted.

Lagan Technologies
TypePrivate
IndustryGovernment CRM
FounderColin Chambers, David Moody, John Montgomery, Tom Montgomery
Headquarters
Sunnyvale, CA
Number of locations
Sunnyvale CA, Chicago IL, Washington, DC, Belfast Northern Ireland, Newbury England
Key people
Mark Duffell (CEO), Jeff Wylie (GM of International Operations, David Moody (VP Solutions), Jon Montgomery (VP Global Development, Philipb Murray (VP International Sales)
ProductsLagan Government CRM, Lagan Enterprise Case Management (ECM), Lagan OnDemand
Number of employees
Over 300
ParentKANA Software

The company was founded in 1994, and was acquired by KANA Software[1] in November 2010. Lagan operates in both North America and the UK with its North American headquarters in Sunnyvale, CA and its European headquarters in Belfast, Northern Ireland.

Company history

Lagan Technologies was first established in 1994 with the launch of its first product, Frontline[2] in 1998, a CRM solution designed to be technology-independent, with an open architecture, fast to implement and flexible to maintain.

Since 1999 Lagan has been wholly focused on delivering CRM, city service and interaction management solutions for government. Frontline fast became the leading CRM solution in the UK local government market, and was being adopted across the wider public sector in areas such as shared services and non-emergency call handling for police authorities.[3]

In 2004, Lagan extended this approach to the non-emergency / 311 and city service sector in the US and Canada, with the release of Frontlink, specifically designed to meet the specialized needs of the North American market.

In 2005, the City of Minneapolis rolled out as the company’s first North American local government customer with Lagan 311.[4]

In 2006, Lagan acquired Peter Martin Associates (PMA), a leader in the development of human services software and the first to offer commercial off-the-shelf (COTS) collaborative case management and eligibility screening solutions specifically tailored to the needs of human services agencies.[5]

In 2007, Lagan Announced its first statewide deployment of Lagan Human Services with customer, Tennessee Department of Human Services, Adult Protective Services Division. Lagan also received its first “Strong Positive” Rating in Leading Analyst Firm’s Local Government CRM Products MarketScope Report and has been recognized in 2008, 2009 and 2010 with the same rating.

In 2009, released initial Cloud software offering Lagan OnDemand with customers that include: Bermuda;[6] Cobb County, GA[7] and Pasadena, CA.[8] Lagan also launched Citizen Mobile Application to Promote Increased Citizen Engagement and Self Service.[9][10][11][12]

In 2010, Lagan entered the Australian market with Lagan Government CRM customer, Brisbane City Council.[13] Lagan was acquired by KANA Software in October 2010 and remains focused on the public sector.[14]

References
  1. Brown, Steven E.F. (2010-11-06). "KANA Software to buy Ireland's Lagan Technologies". The San Francisco Business Times. Retrieved 2011-01-24.
  2. "Lagan Technologies". 2002. Retrieved 2011-01-31.
  3. "Lagan and CAPS Solutions partner to provide the first out-of-box, integrated CRM and business systems connectivity". 2004-03-20. Archived from the original on 2011-07-10. Retrieved 2011-01-31.
  4. "Minneapolis Adopts Lagan Technologies' Frontlink CRM Solution in New 3-1-1 Call Center". 2006-01-03. Retrieved 2011-01-31.
  5. "Lagan Acquires Leading Human Services Software Vendor, Peter Martin Associates from Affiliated Computer Services, Inc". Business Wire. 2006-05-30. Retrieved 2011-01-31.
  6. "E-Government Awards Contract to Lagan Technologies to Provide Enterprise Case Management Software for the Bermuda Government". 2010-07-19. Archived from the original on 2011-07-06. Retrieved 2011-01-31.
  7. "Cobb County, GA Selects Lagan Cloud-based CRM Contact Center Solution for Transparency In and Across Departments Countywide". 2010-05-18. Retrieved 2011-01-31.
  8. "City of Pasadena, CA Selects Lagan Cloud-based CRM Contact Center Solution to Improve and Streamline Service Delivery to Citizens". 2010-05-25. Retrieved 2011-01-31.
  9. "It will never be the same again". www.publicservice.co.uk. 2010-11-24. Retrieved 2011-01-31.
  10. "G7: CIOs From Seven Big-Cities Work Together to Develop Open-Source IT Solutions". 2010-10-18. Retrieved 2011-01-31.
  11. "Cloud, SaaS on the horizon for state and local governments". 2010-06-21. Retrieved 2011-01-31.
  12. "Eyes on the streets=Solutions". 2010-02-01. Retrieved 2011-01-31.
  13. "Lagan Technologies to provide CRM for Brisbane". 2010-11-08. Retrieved 2011-01-31.
  14. "KANA Software and Lagan Technologies Reach Agreement to Create a New Global Leader in Service Experience Management Solutions". www.marketwired.com. 2010.
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