Santa Clara, Calif., (February 28, 2003) – Broad Daylight, Inc. (Company
Profile, Past
Stories, Case
Studies), a developer of Web-based customer service software, today announced that Eastman Kodak Company (NYSE: EK) surpassed 2 million answers
provided online using Broad Daylight’s e-service solutions. Kodak has standardized on Broad Daylight’s online service and knowledge management software, Broad
Mind, to provide a quality customer service experience at Kodak.com.
Two Millionth Answer Reflects Growing Interest in Digital Photography
Kodak launched Broad Mind 15 months ago to provide customer service on its corporate Web site. The types of questions customers ask reflect broader trends in
today’s society, such as the growing interest in digital photography among novice computer users. In fact, the two-millionth answer delivered from Kodak’s knowledge
base went to a customer who wanted to transfer digital photos to his computer.
Off-line Customer Survey Underscores Demand for Online Support
“We surveyed our customers on their preferred customer service channels, and their first choice was to receive high-quality answers directly from the Kodak Web site, rather
than telephoning us or sending an email,” said John Bustard, Worldwide Director of Technical Knowledge Management at Kodak.
Esteban Kolsky, Senior Research Analyst at Gartner, Inc., said, "The success of a self-service implementation depends on listening to customers, and
matching their needs and wants to technologies that fit the organization's strategy. A new Customer Service channel, implemented for customers that want to use it,
brings the organization strategic value and a fast ROI."
Online Service Launched to Meet Holiday Demand
Kodak first deployed Broad Daylight in anticipation of the 2001 holiday shopping season. The first product lines supported by Broad Daylight’s technology were Kodak’s
digital cameras, including the groundbreaking EasyShare system, which is widely recognized for ease of use in consumer digital photography. Kodak recognized that
its underlying “ease of use” philosophy needed to extend into the area of customer support, so it purchased Broad Mind, Broad Daylight’s self-service and knowledge
management application. For the 2002 holiday shopping season, Kodak expanded its Broad Mind deployment to provide online support in multiple languages,
including Chinese Simplified, Chinese Traditional, French, German, Korean, Brazilian Portuguese, and Spanish.
eService Program Delivers Results
Customer use of Kodak’s Frequently Asked Questions (FAQs) continues to increase. Kodak surveyed its customers to determine satisfaction with Broad Mind and
the answers provided to their questions. Kodak also surveyed its customers to determine how often the FAQ solution eliminated telephone calls and email requests
for support. This provided the ROI input for Kodak’s investment in Broad Mind.
Kodak’s approach is to let customers drive the content requirements for the online knowledge base. Customers ask questions in their own words, and receive an
instant response if the question is addressed in the knowledge base. As new questions are received, they are routed to the appropriate expert and the solution added
to the knowledge base.
To see a live example of Kodak’s Broad Daylight deployment go to
www.kodak.com/go/digcamfaq
Eastman Kodak Company
Kodak is the leader in helping people take, share, enhance, preserve, print and enjoy pictures -- for memories, for information, for entertainment. The company is a major
participant in “infoimaging” a $385 billion industry composed of devices (digital cameras and PDAs), infrastructure (online networks and delivery systems for images) and
services & media (software, film and paper enabling people to access, analyze and print images). Kodak harnesses its technology, market reach and a host of industry
partnerships to provide innovative products and services for customers who need the information-rich content that images contain. The company, with sales last year of
$12.8 billion, is organized into four major businesses: Photography, providing consumers, professionals and cinematographers with digital and traditional products and
services; Commercial Imaging, offering image capture, output and storage products and services to businesses and government; Components, delivering flat-panel displays,
optics and sensors to original equipment manufacturers; and Health, supplying the healthcare industry with traditional and digital image capture and output products and
services. Headquartered in Rochester, New York, Eastman Kodak is on the Web at: www.kodak.com
About Broad Daylight
Broad Daylight is a customer relationship management (CRM) software developer that provides enterprise self-service and knowledge management solutions. The company’s
e-service software reduces customer support costs, while capturing and leveraging corporate knowledge. Companies using Broad Daylight are able to answer questions on
the Web at a much lower cost-per-contact than email or phone support. Customers include: Cisco Systems, Deluxe Corp., Eastman Kodak Company, Hilton Hotels, Tyco
International, and the U.S. Securities and Exchange Commission. Broad Daylight, Inc., is headquartered in Santa Clara, Calif., and is on the Web at:
www.broaddaylight.com.
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