Press Release - Primus Company Profile First Annual Primus User Group Conference Features Keynote Address from Knowledge Management Visionary Thomas Koulopoulos SEATTLE - August 18, 1998 - Primus®, a leading provider of problem resolution and knowledge management software for customer support organizations, today announced it will kick off the first annual Primus User Group Conference with a keynote address by knowledge management luminary, Thomas Koulopoulos. The Primus conference, to be held Aug. 31- Sept. 1 at the Mansion on Turtle Creek in Dallas, Texas, is designed to help customers meet their business goals using Primus SolutionSeries software. As the founder of The Delphi Group and author of "Corporate Instinct: Building a Knowledge Enterprise for the 21st Century," Koulopoulos is widely recognized as the industry authority on knowledge management, workflow automation and business process redesign. His presentation during the Primus conference will focus on giving user group members advice on making a knowledge management strategy work in their organization. "Customer support organizations set the benchmark for some of the benchmark applications of knowledge management practices," said Koulopoulos. "The challenge they face in keeping up with product innovation, and the tangible impact that they have on customer satisfaction, are outstanding examples of knowledge management in practice. I'm delighted to be speaking to a group of professionals that have been evangelists in their organizations for implementing a knowledge management strategy. The support center is well-suited to benefit immediately from such a strategy and, from what I've seen, Primus' products can be instrumental in a successful implementation." Customer support professionals from leading technology companies - including Bay Networks, Compaq Services, Nortel and QAD - will share case studies regarding their problem resolution technology implementation and the business benefits they have achieved using SolutionSeries software. "Our customers are in search of new business practices that will maximize their investments in knowledge-based support," said Michael Brochu, president and CEO of Primus. "By hosting this conference, we're providing an opportunity for our customers to learn about support strategies that will reinforce the business benefits of our technology." In addition, the Primus User Group Conference will provide Primus customers responsible for the selection, deployment and operational management of Primus SolutionSeries software with an educational forum to learn about Primus' business strategy, industry wide initiatives, product enhancements and new products in development. Participants will have an opportunity to meet with developers to provide input for future SolutionSeries functionality, and experts from Primus' Professional Services Department will host detailed technical workshops, including: "Reaching My Goals: What Data Should I Gather?" "Challenges to Achieving and Sustaining Business Benefits" "Understanding the Phases of Implementation" "Extending the Solution-Centered Support Model to Customers and Partners" Following the conference, on Wednesday, Sept. 2, a free Advanced Reporting Class will be offered to provide customers with hands-on techniques for measuring the success of their customer support implementations. The Primus User Group Conference fee is $295 per person. To register, contact Regina Sperry at 1-206-292-1000, ext. 354, or regina@primus.com. Primus Primus is a leading provider of problem resolution and knowledge management software that enables support organizations to capture, share and manage knowledge worldwide. In its effort to define the ideal business model and problem resolution technology for customer support organizations, Primus founded the Customer Support Consortium® (now an independent, non-profit alliance of more than 70 leading technology vendors) in 1992 and helped the Consortium develop the Solution-Centered Support model. Primus customers include 3COM (NASDAQ: COMS), 3M (NYSE: MMM), Bay Networks (NYSE: BAY), Entex, Fujitsu, SHL/MCI Systemhouse (NASDAQ: MCIC), Motorola (NYSE: MOT), Nortel (NYSE: NT), SOFTBANK Services Group and Vanguard Cellular (NASDAQ: VCELA). The Seattle-based firm is privately held with $20 million in venture funding from investors led by Oak Investment Partners, Norwest Venture Capital and EnCompass Venture Partners. Primus has offices in Atlanta, Boston, Dallas, Los Angeles, New Jersey, San Francisco and Washington, D.C. Primus Knowledge Solutions UK, Ltd., a wholly owned subsidiary of Primus, has offices in London. Primus KK, a joint venture with Trans Cosmos, Inc., markets and sells SolutionSeries products in Japan. For more information, contact Primus at 1601 Fifth Avenue, Suite 1900, Seattle, Washington, 98101, 206-292-1000, or visit the Primus Web site at www.primus.com. # # # SolutionSeries, Primus and the Primus and SolutionSeries logos are trademarks or registered trademarks of Primus Knowledge Solutions, Inc. Other product and company names mentioned in this publication are the trademarks of their respective owners. Editorial Contact: Laura Baughman Senior Account Executive 503-721-4252 laura_baughman@kvo.com Search the News Archives Home | Daily Report | Resource Center | Company | Affiliations | Research | Contact Us © 1998 Real Market Research Corporation.          Real Market is a registered trademark of Real Market, Inc.