SOURCE: Kaidara

June 22, 2005 10:21 ET

Darty Reduces Operational Costs and Achieves Increased Customer Support Satisfaction With Kaidara®

Kaidara Advisor Enables Rapid Increase in First Call Resolution and Decrease in Call Escalation for Leading European Household Appliances and Electronics Retailer

LOS ALTOS, CA -- (MARKET WIRE) -- June 22, 2005 -- Kaidara Software, Inc. today announced that Darty, a leading retailer of household appliances and electronics in Europe, has achieved a dramatic increase in efficiency among its call center agents and field technicians through its deployment of the Kaidara Advisor knowledge management system. Kaidara Advisor is used to increase first call problem resolution and provide easier and faster access to known product repair problem/solution sets by Darty's wide-ranging service department which handles over 4 million calls per year and no less than 1.3 million home repairs.

"After using our knowledgebase for a few months, the productivity of our call center operations is gaining momentum. We started with a 5% call resolution rate at Level 1. Today we reached a 45% resolution rate and are aiming to reach 70% by the end of 2005. Additionally, we are noticing an increase of problems solved over the phone without the assistance of expert technicians: +20% for white goods (appliances: washing machines, refrigerators) and +30% for brown goods (electronic products: camcorders, DVD players, television)," stated Mr. Douharin, Vice President of Customer Service for Darty. "Over 95% of our customers have expressed their satisfaction with our call center operations, and the Kaidara knowledge management system is a key contributor to this success. This contributes to reinforce our position as number one provider of after-sales service in France."

Kaidara Advisor Reinforces Brand Promise and Commitment to Customer Satisfaction

Darty has built its strong brand recognition by offering the best prices, largest product choice and the most reliable after-sales support for white and brown goods. For over four decades, Darty has publicized its distinctive and colorful fleet of service trucks in their advertising campaigns. Consumers in Europe know that when they purchase a washing machine, television set, or other product from Darty, the company will repair the product if anything goes wrong. To ensure that 100% of its customers are satisfied, product repair queries are first passed through one of seven call centers and are then dispatched to one of 60 local repair centers, or to one of the company's 1,000 field technicians for home repair services.

Since February of 2005, the Kaidara's Advisor system has been in use by over 200 agents for both Level 1 and 2 support in all regional call centers. At its peak, the system provides assistance to 120 concurrent users and Kaidara Advisor answers a third of the 10,000 calls per day that Darty's call centers receive. A recent customer satisfaction survey conducted indicated that 95% of Darty customers were satisfied with the real-time support and correct information they had received.

"Darty has built its name and reputation on its wide selection of products and reliable after service support," stated Bob Tatemichi, Vice President of Sales & Marketing North America for Kaidara. "We are pleased that Darty has benefited from Kaidara's technology, and we look forward to supporting the company in achieving its cost savings, process quality, and productivity goals."

Darty Chooses Kaidara for Robust Functionality and Multiple Search Capabilities

After conducting an exhaustive search for the best solution, Darty selected Kaidara for its extensive functionality which includes:

- Case Based Reasoning Tool:  enables comparison of each new customer
  problem with existing cases in the knowledgebase, which are then
  matched with the best solution.
- Dynamic Tool: enables the knowledgebase of cases to be continuously
  enriched as new solutions are experienced.
- Rich combination of search modes and capabilities that can guide
  non-experts to the solution:
  - The system provides a simple web interface for the customer to
    enter their problems.
  - Allows the end-users to enter their problems using their own words
    to describe the situation - the system reads the natural language
  - The Kaidara system automatically diagnoses the problem, in the same
    way an expert agent would.

- Full Web Architecture
  - Enables rapid deployment of the knowledgebase.
  - Easy to integrate with other CRM tools and database systems.
About Darty

Darty is the market leader in the French electrical goods retail sector, with strong brand awareness and a 13.8 per cent share in the French white and brown products market and a 9.1 per cent share of the French grey goods market.

Darty's product mix is balanced with strong positions in both the white and traditional brown goods categories. Darty aims to increase its sales of grey goods and electrical accessories over time in order to achieve similar positions to the ones it has in white and brown goods.

About Kaidara, Inc.

Kaidara is an award-winning developer of software solutions which harness the experience and know-how within an organization to streamline resolution of complex questions and problems and reduce costs associated with delivering customer service. By automating the creation and maintenance of a knowledge repository, Kaidara's technology increases overall customer satisfaction, reducing the costs of collecting, retaining and reusing knowledge within service infrastructures such as websites, call centers, field service staff, interactive voice response units, email and other contact points. The company's solutions are deployed at leading global firms in the automotive, high technology, and manufacturing industries including DaimlerChrysler, Cisco, NEC and National Semiconductor. For more information, please visit:

Kaidara® is a registered mark of Kaidara Software Corporation.

Kaidara Advisor™, Kaidara Studio™, and Kaidara Text2Data™ are trademarks of Kaidara Software Corporation. All other trademarks and company names mentioned are the property of their respective owners.

Contact Information

  • Company Contact:
    Joel Spiewak
    Kaidara, Inc.
    Email Contact

    Media Contact:
    Jessica Johannes
    Trier and Company
    Email Contact