Primus eCRM Software Selected by Firstlogic

Primus, a leading provider of eCRM software, announced that Firstlogic Inc, a developer of enterprise data quality solutions for data warehousing, eBusiness, and print and mail applications, will use Primus eCRM software to effectively manage all points of customer contact by providing self-service and assisted service via the Web.

Primus eServer and Primus eSupport will provide a completely Web-based interface for Firstlogic's customer care operation, offering customers a variety of avenues for addressing their technical support needs. The customers may opt for self-service via the Internet or select among multiple channels -- Web, e-mail or voice -- to interact with a customer service representative (CSR). These technologies allow the customer to own the relationship across multiple points of contact and will enable online access to support solutions 24 hours a day, seven days a week.

"Firstlogic is known for the exceptional quality of customer care, and therefore, we wanted a comprehensive platform that would allow us to respond to customer needs in a consistent and efficient manner," said Kevin Ritter, customer support manager for Firstlogic. "The Primus eCRM solution will help us enhance the value of our technology offerings by delivering customer information through a self-service Web-enabled environment."

Firstlogic specializes in software solutions and professional services that help businesses cleanse and enhance critical customer data for mail and print, eBusiness, and data warehousing applications. Its solutions also help thousands of businesses around the world manage name and address data, earn postage discounts, and process print image files, while improving the speed and efficiency of their operations. Firstlogic will initially use Primus software to make consistent and timely knowledge available to internal CSRs, and will then implement it to enhance customer-facing support options online.

"As a knowledge leader in the area of customer data quality, Firstlogic places a high value on continuous progress and innovation," said Norman Guadagno, vice president of worldwide marketing at Primus. "Primus eCRM software allows Firstlogic to bring its customer support operation online, thereby extending the reach of the customer relationship and the potential for increased loyalty."

Primus Provides Complete eCRM Software Infrastructure

The Primus eCRM Software family is among the most complete and innovative in the industry, providing applications for managing each step of the customer lifecycle and integrating knowledge across customer visits.

Primus eServer is Primus' foundation product for eCRM, offering advanced knowledgebase technology through the Primus Associative Search Engine, workflow management, open APIs, the ability to deliver fast, reliable answers to users, and capture all that information for use by the company in the future.

Primus eSupport provides a completely Web-based front end for customer self-service and access to support solutions. Through the use of Primus eSupport, companies have the capability to lower the cost of providing support and increase customer satisfaction, resulting in high ROI and improved efficiency and effectiveness.

Primus Interchange provides a powerful communications management product for eService, with robust e-mail management and routing capabilities, knowledge-enabled e-mail auto-response, and integration with the Web and with the underlying support knowledgebase.

Primus Interchange Chat provides instant interaction via chat. When users open a chat session from a self-service Web site, the software automatically queues and routes the e-mail -- along with the customer's immediate service history -- to service representative.

Primus eSales is a robust sales configuration and personalization product for eBusiness. It allows easy customization of complex products by customers, fast set-up of sales information by non-technical managers, and complete tracking and reporting of customer activity. It will also integrate easily with existing eCommerce transaction engines.

About Primus

Primus eCRM software enables companies to effectively manage all points of contact with their customers by providing self-service and assisted service through a single integrated system. With Primus software, customers have fast access to the information they need through multiple channels -- Web, e-mail, chat, voice -- and businesses share valuable customer knowledge across the enterprise, leveraging the value of their customer interactions to grow their customer relationships. Primus has more than 130 customers worldwide, including such Global 2000 companies as 3Com, 3M, Compaq Computer Corp., The Boeing Company, PSInet Inc, Bell Helicopter Textron, Gulfstream Aerospace, AT&T Wireless, Ericsson Inc, Fujitsu Limited Inc, GTE Internetworking, Motorola, and Novell. Based in Seattle, Wash., Primus has offices throughout the United States, and in Europe and Japan. For more information, visit Primus on the Web at www.primus.com or call 206-292-1000.

Contact Primus, Norman Guadagno, 206-834-8110, nguadagno@primus.com or KVO Public Relations, Kristin Roberge, 503-721-4258, kristin_roberge@kvo.com.