Profiting from a Knowledgebase Solution—3Com and Primus Share Success Stories
by Claire Gribbin, Director Global Support Services, Primus Knowledge Solutions, Inc. &
Angela McAlister, Manager, eServices and Knowledge Technologies, 3Com

3Com and Primus have been working together successfully since 1997, and their relationship has continued to evolve as support technology has improved. 3Com simplifies how people and businesses connect to information and services through easy-to-use connectivity products and solutions. While Primus has been involved in the service and support industry since 1986 and has helped solve customer service issues by developing powerful knowledge management solutions. 3Com uses Primus® eServer knowledgebase and Primus® eSupport, a Web interface, to put knowledge in the hands of its entire 3Com community, now more than 700,000 users worldwide. 3Com has reported a cost savings of over $16 million for 2000 and $19 million for 2001 because of call deflection to the Web.