SOURCE: Kaidara Software

June 08, 2005 09:00 ET

Packard Bell Drastically Reduces Service Costs and Increases Productivity for Contact Center Representatives Using Kaidara Software

Kaidara's Knowledge Management System Improves Existing Self-Service Options, Streamlines Processes for Customer Contact Center Operations and Enables Call Avoidance

LOS ALTOS, CA -- (MARKET WIRE) -- June 8, 2005 -- Kaidara Software, Inc. today announced that Packard Bell, the Consumer division of NEC Computers International and one of the top home PC brands in Europe, has increased the level of customer satisfaction while reducing the cost of its support services using Kaidara's flagship product, Kaidara Advisor. Deployed in March 2003 and fully operational within a few months, Kaidara's knowledge management solution provides Packard Bell's customer contact center agents a consistent, current and accurate source of knowledge to diagnose and solve complex customer support issues.

Kaidara is a Key Part of Packard Bell's Initiative to Overhaul Customer Support Operations

Packard Bell's deployment of Kaidara is a key component of the company's initiative to overhaul the processes and technologies used within its Customer Contact Center operations. As part of this initiative, Packard Bell sought to achieve the following objectives:

--  increase customer satisfaction
--  decrease the complexity of its current customer support processes and
    reduce support costs
--  implement technologies to enable efficient new processes and further
    streamline problem diagnosis and resolution processes for agents to reduce
    call duration and after-call work
--  leverage technologies to improve existing web-based self-service
    resolution and add self-service resolution using interactive voice response
    (IVR) to reduce the number of calls requiring to be routed through Contact
    Center Representatives
"Our industry is highly competitive and with the average selling price of our products dropping as much as 30%, we are always seeking new ways to cut costs while continuing to improve customer service," said Daniel Chauvat, Director of European Contact Centers and Field Service Delivery. "During our first phase of implementing Kaidara, Advisor's dynamic search capabilities have proven instrumental in enabling us to meet these critical objectives."

"We are very satisfied with our partnership with Kaidara and looking to use the strengths of Kaidara Advisor in other innovative areas of Contact Management as the integration of up and cross-selling capabilities in our Service and Support CRM system, to maximize the conversion of incoming technical calls into selling opportunities," said Luis Pacheco Vice President of Packard Bell's European Service and Support and CIO of NEC Computers International.

Robust Feature Set, Experience with Complex Problem Resolution in Large Corporate Environment and Rapid Deployment Capabilities are Key Selection Factors

After conducting an extensive evaluation of solutions in the CBR Knowledge Management market, Packard Bell selected Kaidara for its extensive feature set, the company's experience working with automotive and electronics companies, and its experience in technical support environments. After quickly deploying Kaidara in 2003, NEC has been highly successful in achieving significant operational cost savings by implementing a structured approach to knowledge management. Key features Packard Bell has leveraged include:

--  Packard Bell uses the content masking features to display only the
    content appropriate for each user, enabling customers, agents, and support
    management to view and access the content applicable to their experience.
--  Creating and editing the logic paths in Kaidara is quick and easy,
    enabling agents and support staff to save time in locating solutions by
    dynamically retrieving and displaying content at the appropriate place in
    the diagnostic process.
--  The database of cases can continuously be enriched with a simple
    submit/publish workflow
--  Kaidara's multi-language capabilities enable the system's users to
    create the domain logic once and translate only the new instances of the
    content -- a critical success factor in an international support operation.
--  Kaidara's tight integration with the CRM system enables an incident to
    be created via Kaidara when a customer performs a self-service session on
    the Packard Bell self-help website. The incident lists every path taken and
    the content viewed by the customer, so if the customer later calls support
    regarding this problem, the agent can view the history and rapidly resolve
    the customer's issue.
"Packard Bell's initial success in improving its customer service operations and achieving cost reduction through call avoidance demonstrates the vast potential Kaidara Advisor offers organizations," stated Bob Tatemichi, Vice President of Sales & Marketing North America for Kaidara. "We look forward to continuing to work with Packard Bell to maximize its operational efficiencies and achieve greater results with its corporate initiative to improve customer service and reduce costs."

About Packard Bell

Operating in Europe since 1991, Packard Bell is the consumer division of NEC Computers International and the number one home PC brand in Belgium, France, the Netherlands and the UK (Source: IDC - January 2005). As consumers have become more tech savvy and discerning, and the world of personal computers and home electronics have converged, Packard Bell has continued to extend its brand and expand its range of products, which today includes leading-edge desktops, notebooks and digital entertainment solutions (MP3 players, video players/recorders, home networking and flatpanel TVs). Packard Bell's unswerving dedication to the consumer market is embodied in its recognized ability to anticipate and meet the ever-changing users' needs. For more information, please visit:

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: Email Contact

    Media Contact:
    Jessica Johannes
    Trier and Company
    Email: Email Contact