SEATTLE—August 6, 2003—Primus Knowledge Solutions (Nasdaq: PKSI) (Company
Profile, Past
Stories, Case
Studies) today announced that its customers are more satisfied than ever with Primus’ Global Support Services and Primus® knowledge management
software. In conjunction with this news, Primus is launching the Primus Customer Advisory Panel (CAP) to create a forum for customers to continue to provide insight
into their experiences with Primus technology and to collaborate on future product direction.
Ninety-six percent of Primus customers surveyed said they were satisfied with how their issues were resolved by Primus support engineers, based on recent survey results.
According to a Sept. 2002 “Support Industry Benchmark Study,” conducted by the Service and Support Professionals Association (SSPA), world-class service
organizations report customer satisfaction rates at 95 percent, while average service providers report rates of 89 percent. Customers also agreed that the Primus
products they are using are fulfilling their business requirements.
“Excellent customer support is a competitive differentiator and a critical component of the total software solution for our customers,” said Michael Brochu, president and
CEO of Primus. “We’re proud that our customer satisfaction is at an all-time high as it affirms Primus’ leadership position within the knowledge management industry
and the abilities of our world-class service organization. Primus is also excited to launch our customer advisory panel to continue to maintain this momentum and
capture valuable insight from the people that know Primus solutions best—our customers.”
Primus’ Global Support Services offers multiple service options to customers to best meet their needs, including:
• Primus Customer Advisory Panel (CAP) creates a forum for customers to provide feedback on Primus products, performance, and services as well
as share experiences with other Primus users. Primus is currently accepting membership applications. For more information and an online application, go to
www.primus.com/customers/customeradvisorypanel.
• Primus Customer Care Web site (http://esupport.primus.com) provides a quick and easy way to find
answers to questions and solutions to issues. Technical documentation and other product information are available and may be queried through the use of
Primus® Answer Engine and Primus® eServer knowledgebase.
• Primus Customer Forum is a community-based online forum, where customers can participate in discussions with other customers and Primus
employees. Participants communicate ideas, post questions, and receive answers to product questions.
• Primus Product Support works with customers to quickly identify issues, provide workarounds and resolutions, and improve the quality of the
product. While Primus Development Support is comprised of specialized consultants who are experts in programming, networks or databases and work with
customers to resolve technical integration issues.
Primus manages its customer interactions via the Primus eServer knowledgebase which allows support engineers to capture, create and refine solutions. eServer is
integrated with a CRM system and enables Primus support engineers to follow-up on every survey to help them focus on the root cause of a problem. Primus support
engineers are then able to make incremental improvements to the knowledgebase and the process of problem resolution.
“Our diagnostic ability using Primus products helps us further understand the environmental issues that impact our customer’s use of Primus applications,” said Claire
Gribbin, director of Global Support Services at Primus. “This knowledge, in conjunction with the information we receive directly from our customers, empowers us to
better serve them and to create more robust products.”
About Primus Knowledge Solutions, Inc.
For more than a decade, Primus® (Nasdaq: PKSI) has provided knowledge management software solutions that help companies define, meet, and exceed the
productivity and quality goals of their contact centers, help desks, and Web self-service environments. Businesses around the world use Primus software to increase
customer satisfaction, improve employee efficiency, and lower operating costs. Primus customers include such industry leaders as 3Com, The Boeing Company, Concord
Communications, EMC, Enterasys, Ericsson, Inc., Fujitsu Limited, Inc., IBM, Motorola, Novell, T-Mobile, and VeriSign. For more information, visit www.primus.com.
Primus, Primus Knowledge Solutions, Primus Answer Engine, Primus eServer, Primus eSupport and Primus eServer iView are registered trademarks or service marks of
Primus Knowledge Solutions, Inc. Other products and company names mentioned in this press release may be the trademarks of their respective owners.
Any statements, expectations and assumptions contained in this press release that do not describe historical facts, such as statements about the integration, performance,
use, and deployment of Primus products and the anticipated results constitute forward-looking statements within the meaning of the Private Securities Litigation Reform Act
of 1995. There is no guarantee that these results will actually occur. Any forward-looking statements contained in this release are based on current expectations, are not
guarantees of future performance, and are subject to a number of risks and uncertainties. Factors that could cause actual results to differ materially from current
expectations include the following: difficulties encountered in the integration, deployment, or implementation of the Primus products and customer's systems; failure in the
customer's widespread adoption and use of the Primus products; quality of the customer's database of solutions; fluctuations in customer demand; use of the Web as a
delivery vehicle for customer support or eCRM solutions; risk resulting from new product introductions and customer acceptance of new products; rapid technological
change; the risks associated with competition and the rapid consolidation of competitors; continued growth in the use of the Internet; the ability of Primus to manage its
growth and integration efforts and the ability of Primus to compete successfully in the future, as well as other risks identified in Primus' Securities and Exchange
Commission filings, including but not limited to those appearing under the caption "Factors Affecting our Future Operating Results" in Primus' Report on
10-K filed in March of 2003 and Form 10-Q filed in May of 2003. The extent of return on investment of Primus products is specific to our customer's experience.
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