M.A.N. Truck & Bus in UK Taps Kana to Drive Its Customer Service; M.A.N. Selects Kana for Focus On Customer Service Quality & Control Across Multiple Communication Points.

Business Editors/High-tech Writers

REDWOOD CITY, Calif.--(BUSINESS WIRE)--May 15, 2000

Kana Communications, Inc. (NASDAQ:KANA), a leading provider of integrated e-business solutions, today announced that M.A.N. Truck & Bus UK Limited has selected Kana Service(TM), Kana's Web-based customer service software solution, to handle requests for the UK operation of M.A.N. EuroService, M.A.N.'s in-house roadside assistance program. The first phase of the project, which successfully went live on March 6th, 2000, implements Kana Service(TM) to log assistance calls from drivers, assign the resulting jobs to external service dealers, and track progress through to completion. Later phases will allow both the service dealers and customers to have Web access to the service information as soon as the call is logged, providing an even faster breakdown service and increased customer satisfaction.

"Kana has enabled us to organize our roadside assistance service in a logical and efficient manner, that allows progress to be known and monitored at any time," said Tony Jolliffe, customer service manager, M.A.N. Truck. "We believe that by making customers and dealers an integral part of our business, it allows us to significantly improve customer service and the overall experience for both our customers and dealers."

"M.A.N. is focused on giving its customers a more positive service experience, by ensuring that it offers the most efficient communication channels and the most responsive interaction," said David Fowler, vice president of marketing for Kana. "M.A.N. has recognized that customers want more control over their dealings with suppliers and the quality of service they receive. We believe that Kana is the first company to deliver a solution that empowers the customer to manage their own relationship with suppliers - thus taking responsibility for the service quality."

Kana Service, built upon Kana's eBusiness Platform, is a customer relationship management solution that enables a company to provide customer self-service and collaboration using the Web, email, the telephone and other messaging media. Kana's eBusiness Platform will help M.A.N. Truck to consistently integrate seamless personalized service across all customer touchpoints. Kana also allows the tracking of each customer's service history, whether they contact M.A.N. Truck in-person, on the Web, or over the phone. M.A.N. will utilize this technology to treat customers, dealers and partners in a personalized manner and assure that they experience superior service and care.

About MAN Truck & Bus UK Limited

From March 2000, MAN commenced management of the UK side of its Europe-wide roadside recovery service, MAN EuroService, from a purpose-built Control Room at the company's Swindon Headquarters. With a (pound)300,000 investment, the dedicated `call centre' will be manned 24-hours a day, 365-days a year by a team of seven handlers able to deal with call-outs in English, German and French.

MAN is currently enjoying huge growth in the UK. Market share continues to rise and its 70-strong dealer Network now covers the whole if the UK with a dedicated, professional and responsive Customer Support strategy. MAN has also just launched its all-new TG-A `Trucknology Generation' range of heavy trucks -- featuring a state-of-the-art design which will make it quite simply the best truck on the road today.

About Kana Communications, Inc.

Kana Communications, Inc. (NASDAQ:KANA) is a leading provider of integrated e-business solutions, delivering a broad range of world-class, web-architected e-business and interaction applications with a modular, flexible, and scalable platform for both Internet and Global 2000 companies. Kana develops both customer facing and enterprise facing solutions across multiple communications channels enabling e-businesses to compete and succeed in today's customer-driven economy. For more information about the company, please visit Kana's Web site at http://www.kana.com.

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

Cautionary Note Regarding Forward-looking Statements Under the Private Securities Litigation Reform Act of 1995: Information in this release that involves Kana's expectations, beliefs, hopes, plans, intentions or strategies regarding the future are forward-looking statements that involve risks and uncertainties. These statements include statements about Kana's strategies in the marketplace, its market position and its relationship with customers. All forward-looking statements included in this release are based upon information available to Kana as of the date of the release, and we assume no obligation to update any such forward-looking statement. These statements are not guarantees of future performance and actual results could differ materially from our current expectations. Factors that could cause or contribute to such differences include, but are not limited to, the completion of the Silknet merger, and if completed, the successful integration of Silknet, competition, increased competition due to Kana's expanded product offering, risks associated with the evolving and varying demand for customer communication software, our ability to expand our operations, the successful integration BEI and NetDialog, acceptance of email and the Internet as a communications medium, litigation over property rights, and general economic factors. These and other factors are risks associated with our business that may affect our operating results are discussed in the Company's filings with the Securities and Exchange Commission ("SEC") including our registration statement on Form S-1 declared effective on September 21, 1999, and our registration statement on Form S-4 declared effective on March 22, 2000.