Primus Provides KM Call Center Solution for Best Software
Workers at Best Software's (Reston, VA) support center, the help center for users of the company's fixed asset management software, are now using Primus' (Seattle) SolutionBuilder problem resolution software. The system uses natural language statements rather than specific keywords to help better describe, find and frame solutions to customers' problems. The system allows Best Software analysts to identify and author new solutions in the workflow, check them for quality, and make them available for immediate reuse by other analysts. "Our customers vary from the Big Four national firms to small mom-and-pop operations, and they describe problems quite differently," said Lisa Liedel, manager of technical support at Best Software. Primus' software helps them "save valuable time by entering customer comments directly into the search engine, rather than going through the extra step of translating them into key words." Later this year Best Software will also use Primus' software to support its AbraSuite human resource and payroll solutions suite ,and publish solutions for both product lines on its Web site. "With more than 800 calls a day between January and the end of April," said Liedel, "it is imperative for us to resolve technical problems quickly and cost-effectively." Primus' SolutionBuilder's features "greatly benefit our customers."