Channel Insider content and product recommendations are editorially independent. We may make money when you click on links to our partners. Learn More., a 9-year-old company that has grown mostly from
internal expansion, disclosed on Aug. 20 that it has acquired AppExchange
partner InStranet, the producer of customer service knowledge base technology,
for $31.5 million.

InStranet’s knowledge base technology is used by business-to-consumer or
business-to-business customer service call centers to give service agents
online reference and policy databases to answer customers’ questions. It can
also be deployed as a searchable Web-based self-service portal to help
customers answer their own questions.

InStranet was founded in 1999, the same year as, by CEO
Alex Davon and Executive Vice President Jean-Noel Grandval, who were both
former executives at Business Objects. acquired InStranet, which has been an AppExchange partner
since 2005, “because we believe that they have the best knowledge base
technology for customer service and support in the market,” said Brett Queener,’s senior vice president of applications.