EMC, Primus build customer knowledgebase

Using a knowledgebase, storage vendor EMC Corporation hopes to provide its service technicians with more solutions to their customers' problems.

Implemented in July, the knowledgebase, based on Primus' SolutionSeries product, has already been populated with over 1,000 solutions authored by EMC's customer service professionals. Existing solutions can be quickly accessed, and new ones authored by service technicians and made available to others in the EMC organization.

With the knowledgebase EMC expects to "fulfill our customers' critical service needs even more quickly and effectively," according to Leo Colborne, VP of worldwide technical support