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Primus Knowledge Solutions Strengthens Tokyo Electric Power Company’s Customer Support Program—Touching 27 Million Customers with Enhanced KnowledgeTokyo Electric Power Company (TEPCO) views customer service excellence as a competitive advantage in deregulated Japanese energy marketSEATTLE—October 28, 2002—Primus Knowledge Solutions (Nasdaq: PKSI) today announced that earlier this year Tokyo Electric Power Company (TEPCO, Tokyo Stock Exchange: 9501) selected Primus knowledge management software to maintain its high service quality in an increasingly competitive Japanese energy marketplace. TEPCO, with annual sales in excess of $40 billion, employs 40,000 and serves more than 27 million customers, will deploy Primus® eServer and eSupport to enhance service quality and operational efficiencies within its customer service centers. The applications, purchased from Primus’ joint venture partner Primus K.K., will provide service agents with tools to easily access, analyze and update information within its new knowledge management system. “TEPCO places a high priority on earning the trust of our individual and corporate customers,” said Mr. Hiroshi Masuda, assistant director of CRM systems planning group, corporate systems department, Tokyo Electric Power Company. “To achieve our goal, we established a program—Customers’ Choice—designed to bring innovations and efficiencies to our support operations, and in turn, selected Primus software to empower our Customer Satisfaction Creators and provide those they serve with sophisticated answers for a range of questions quickly and accurately.” In addition to increasing service quality, the knowledge management system from Primus will help TEPCO reap operational benefits. By July 2003, the company plans to consolidate its customer service centers at local offices. After this consolidation, 1,200 Customer Satisfaction Creators will serve customers at 10 customer service centers in its service area, including Tokyo and Yokohama. “Companies like Tokyo Electric Power Company address a broad array of increasingly complex and time-sensitive issues for their customers,” said David Ridout, vice president of worldwide business development and marketing at Primus. “Primus applications are geared toward companies with savvy customers that require answers quickly; we’re pleased that our software is working to achieve TEPCO’s business objectives.” About Tokyo Electric Power Company Headquartered in Tokyo, Japan, Tokyo Electric Power Company (TEPCO) supplies power to 27 million customers in Tokyo, Yokohama, and the Kanto region (eight prefectures neighboring metropolitan Tokyo.) One of the world's largest electric utilities, TEPCO has a generating capacity of 58,800 MW, produced by fossil fuel (56%), nuclear (29%), and hydroelectric (15%) power sources. About Primus Knowledge Solutions 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 3M Company, Airbus, The Boeing Company, Compaq Computer Corp., 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 2002 and Primus’ 10Q filed in August of 2002 . The extent of return on investment of Primus products is specific to our customer's experience. Editorial Contact: Kristin Treat Fleishman-Hillard Seattle on behalf of Primus 206.283.2624 treatk@fleishman.com top of page |
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