Press Release


Company Profile
Company Web Site

3Com saves $16.8 million using enhanced CRM solution from Primus

Research indicates improved customer service and cost savings


SEATTLE, WA -August 20, 2001 - 3Com Corporation (Nasdaq: COMS) today
announced it saved an estimated $16.8 million dollars in 2000 by automating
its technical support operations using Primus® eServer and Primus® eSupport.
Primus (Nasdaq: PKSI), is a leading provider of knowledge-enabling software.
The savings are based on the number of technical queries solved without a
call to technical support. Additionally, 3Com customers cited the benefits
of automated technical support, such as easy access, reliable response, and
fast dissemination of new information.

The 3Com® Knowledgebase Web service makes technical information instantly
available to well over half a million technology customers, channel
partners, suppliers, and employees. This complimentary tool provides an
alternative to phone support, by providing high-level problem solving
information tailored to each user's individual needs. Web-based technical
support enables 3Com customers to solve problems quickly.

Julie Koski, Network Systems Manager for the City of El Paso, Texas,
describes it this way, "3Com Knowledgebase is so much faster than using a CD
or manuals.  I love the way you can describe an issue free form and it comes
back with relevant information. When we hit a stumbling block, 3Com
Knowledgebase brings up related issues and guides us to the solution or
other areas of inquiry.  Our queries tend to be more complex than average,
yet it never leaves us with a zero search."

3Com introduced the Knowledgebase Web service in 1998.  Since then it has
grown to contain more than 9,000 approved solutions for both current and
discontinued products.  Based on the number of times users were able to find
the solutions without having to call a support engineer, 3Com was able to
break even on the initial equipment and Primus software investment within
six months.  Over the past three years, 3Com estimates a total pre-tax
return of 279 percent on its investment. This investment also benefits 3Com
and its customers by providing the ability to quickly identify technical hot
spots and to produce detailed reports that go directly to first line 3Com
managers for corrective action.

A recent 3Com survey showed that 49 percent of respondents actually prefer
to obtain technical support over the Web. The reasons include:

      *       Prompt, interactive response at anytime of the day or night
      *       Information provided within the context of the user's
situation
      *       Simultaneous publishing worldwide
      *       Reduced search time
      *       Reviewed/approved solutions
      *       Sustained support of discontinued products

Customer enthusiasm over 3Com Knowledgebase is evident in their e-mail
replies: "Excellent knowledgebase. The best I have come across on the
Internet so far. Excellent drill-down functions! " writes Johan Bromander.
Linda Ann Marshall of Infinite Computers writes, "I am very excited to have
found your knowledgebase. We exclusively use 3Com modems here, because we
feel they are the best and sometimes troubleshooting connection problems
gets to be a hassle. It is great to have this new research and solution
tool."

3Com uses Primus eServer® and Primus eSupport® software to gain efficiencies
for both internal and external users through sophisticated Web-based search,
retrieval, authoring, and analysis capabilities. Additionally, 3Com benefits
from:

            *       Retention of intellectual property
            *       Actionable feedback for product design and
enhancement

"3Com is in the business of providing functionally rich, yet radically
simple, networking products and solutions.  The 3Com Knowledgebase Web
service ensures that all customers have prompt, complementary access to an
effective troubleshooting tool, regardless of their situation. Higher
customer satisfaction and lower operating costs are the ideal combination in
today's demanding business environment," said Steve Olson, Director of Web
Enablement for the 3Com Customer Support Organization.

About 3Com Corporation
3Com simplifies how people connect to information and services through
easy-to-use
connectivity products and solutions for people and businesses. The company
also
provides access infrastructures and IP services platforms for network
service providers.
For further information, visit www.3com.com or the press site at
www.3com.com/pressbox.

About Primus
Primus provides knowledge application software that enables companies and
their customers to access the information they need, easily and on demand.
Primus® software delivers the ability to capture and share knowledge to
optimize employee productivity, improve the customer service experience, and
enable a rapid return on investment (ROI). Primus has more than 180
customers worldwide, including such industry leaders as 3Com, 3M, The Boeing
Company, Compaq Computer Corp., Ericsson, Inc., Fujitsu Limited, Inc.,
Genuity, Motorola and Novell. Based in Seattle, Primus has offices
throughout the United States, and in Europe and Japan. For more information,
visit www.primus.com <http://www.primus.com/> or call 206-834-8100.

Primus, Primus eServer, and Primus eSupport, Primus Interchange 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 or that this customer
relationship will provide future revenues.  Any forward-looking statement
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 the Primus' Report on 10-K filed on March 26,
2001 and Primus' 10-Q filed on May 2, 2001. The extent of return on
investment of Primus products is specific to our customer's experience.



 
Editorial Contact:
Kate Ord
Primus Knowledge Solutions, Inc.
206/834-8438
Kord@primus.com
 
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