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Primus Software Enhances Customer Relationships Worldwide for Mitsubishi and MelcomSEATTLE--Nov. 27, 2000--Primus (Nasdaq:PKSI - news), a leading provider of knowledge-enabled software that drives customer satisfaction, today announced that it has added Japanese companies, Mitsubishi Electric Corp. (FTSE:6503q.l) and Melcom Service Co. Ltd., to its roster of international industry leaders.Both companies are using Primus technology to enhance their online customer relationships. Mitsubishi, a recognized world leader in the manufacture, marketing and sale of electrical and electronic equipment, plans to implement Primus® eServer in its Information Systems Engineering Center, a systems integration and solution provider operation. This installation will replace the ``frequently asked questions'' function of the call tracking system and manual script as the primary means of resolving users' problems. Often problems cannot be solved on the first call and are escalated to skilled engineers; the goal of this initiative will be to resolve as many calls as possible during initial contact, improving the first-call closing rate from 30 percent up to more than 70 percent. To drive improvement of the operational efficiency and service quality of this support model, Mitsubishi plans to develop a system built upon Primus® eSupport that will offer online `one-stop service' on a 24x7 basis and enhance outside support to partners. ``Among all the benefits that Primus software provides to Mitsubishi, we especially value its capability to capture dynamically precise knowledge during interactions with users,'' said Tomio Yamamoto, general manager at Mitsubishi. ``This unique feature is one that we have not found in other tools and is the one that we credit with improving efficiency and customer satisfaction in our support organization.'' Melcom, a solution and service provider for computer systems and advanced technologies, selected Primus® eSupport and Primus® eServer to deploy in its Solution Service Planning Division. The company found Primus' search engine so flexible that support agents can search with natural language and create solutions in the workflow. This implementation allows Melcom to outsource support service to call centers by providing support information to 20,000 active distributors. Since the solutions are being shared outside of the organization, Melcom has made efforts to improve the quality of knowledge by setting clear rules in knowledge creation, strictly controlling the quality of solution. Primus eServer offers advanced knowledgebase technology through the Primus® Associative Search Engine and can provide the delivery of reliable answers to users while capturing information for future use. ``The renewed growth in East Asian economies has made it critical for these companies to extend and retain customer relationships worldwide,'' said Norman Guadagno, vice president of worldwide marketing at Primus. ``Primus is pleased to offer Mitsubishi and Melcom a robust yet flexible knowledgebase technology to support its customer retention initiatives while expanding our own international customer base.'' Editorial Contact: Kristin Roberge KVO Public Relations 503/721-4258 kristin_roberge@kvo.com top of page |
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