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Primus selected by Marcam Solutions

Count process manufacturing among the numerous industries that can reap the benefits of knowledge management. Thanks to Primus' SolutionBuilder problem resolution software, the technical support teams for Marcam Solutions can access, manage and share knowledge with customers about Protean, the company's component-based process manufacturing software. Marcam provides several lines of products and services that incorporate object-oriented applications to meet the production, logistics, asset management and financial planning requirements of process manufacturing organizations.

Using the SolutionBuilder technology, Marcam's support consultants can give tech support to over 100 process manufacturers that use Protean. The system also enables the support consultants to author new solutions for the Protean knowledgebase in the workflow and share them with other Marcam consultants in Canada, Holland, and the U.S.

"The integration of object-oriented ERP software is still relatively new to the process manufacturing industry, and requires us to update our knowledgebase regularly," said Bruce Sabot, Marcam's director of customer support and lab operations. "Our support consultants have already authored 600 new solutions for the knowledgebase...enabling us to stay in sync with our customers' rapidly changing business needs."

Early next year, Marcam will expand the system to include its Prism process manufacturing solution for the IBM AS/400 platform. Marcam also plans to publish solutions for its Protean and Prism product lines on its Web site, so customers and channel partners will be able to search the Marcam Solutions knowledgebase online.

"In manufacturing environments, the malfunction of a single module can bring down an entire business unit," according to Primus president and CEO Mike Brochu. The new system, with its robust problem resolution features, gives Marcam "the power to quickly pinpoint a problem, deliver a solution and prevent lost productivity for its customers."

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