Primus Announces Partnership with Remedy Corporation to Extend Technical Support Solution.SEATTLE--(BUSINESS WIRE)--March 10, 1997-- - Integration brings together Primus' problem resolution software with Remedy's industry leading help desk solution - Primus(tm), which develops and markets problem resolution software and services, announced today the integration of its problem resolution software, SolutionBuilder(r) and SolutionPublisher(tm), with the Action Request System (AR System) from Remedy(r) Corporation (NASDAQ NASDAQ in full National Association of Securities Dealers Automated Quotations U.S. market for over-the-counter securities. Established in 1971 by the National Association of Securities Dealers (NASD), NASDAQ is an automated quotation system that reports on : RMDY). Because this integration meets key Remedy criteria, Remedy has named Primus a Remedy Product Partner. SolutionBuilder, Primus' flagship product A primary product of a company, which is typically why the company was founded and/or what made it well known. For example, MS-DOS, Windows and the Microsoft Office suite have been flagship products of Microsoft. CorelDRAW is a flagship product of Corel Corporation. , increases customer satisfaction by making it easier for technical support analysts to solve problems by capturing and sharing solutions. SolutionBuilder helps analysts solve complex support problems faster because it gives them easy access to the solutions captured by their peers. SolutionPublisher is Web-based problem resolution software that eliminates support calls by enabling end users to quickly and easily solve problems themselves. "Companies that have invested in call management systems need to protect and leverage that investment as they seek to improve their problem resolution effectiveness," says Steven Sperry, president and CEO (1) (Chief Executive Officer) The highest individual in command of an organization. Typically the president of the company, the CEO reports to the Chairman of the Board. of Primus. "Problem resolution software must easily integrate with call management systems. Primus' partnership with Remedy streamlines access to information in support departments, which helps companies increase customer satisfaction and lower costs." The Remedy and Primus integration solution is being used at customer sites such as MCI Systemhouse MCI Systemhouse , a subsidiary of Washington, DC-based MCI Communications Corporation, was the result of the merger of Canadian company SHL Systemhouse with MCI's technical services branch. The new company was formed to provide systems integration and outsourcing services. and 3M. MCI Systemhouse is MCI's global information technology company, the industry's only single-source provider of convergence products and services that address businesses' total networking, communications and consulting needs. 3M is a $14.2 billion company that creates, manufactures and sells over 50,000 products worldwide. "MCI Systemhouse is committed to providing the highest level of customer support, so we need to give our support analysts and engineers the quickest and most accurate means of providing solutions to customer problems," said Derrick derrick: see crane. Derrick famous hangman; eponym of modern hoisting apparatus. [Br. Hist.: Espy, 170] See : Execution LaRiviere, director of Enterprise Help Desk at Systemhouse. "The integration of these companies' products enables us to deliver on that commitment." Remedy's AR System offers IT organizations an adaptable a·dapt·a·ble adj. Capable of adapting or of being adapted. a·dapt  a·bil solution to consolidate the management of internal operations processes.
The industry-leading application for automating internal help desks, the
AR System offers the scalability and flexibility necessary to automate To turn a set of manual steps into an operation that goes by itself. See automation. other business processes such as asset management and change management
as well. This market is called consolidated operations management Operations management is an area of business that is concerned with the production of goods and services, and involves the responsibility of ensuring that business operations are efficient and effective. (COM (1) (Computer Output Microfilm) Creating microfilm or microfiche from the computer. A COM machine receives print-image output from the computer either online or via tape or disk and creates a film image of each page. ). The AR System combines a scalable, three-tier client/server A three-way interaction in a client/server environment, in which the user interface is stored in the client, the bulk of the business application logic is stored in one or more servers, and the data are stored in a database server. See client/server. architecture, extensive integration capabilities and unmatched
customizability, to deliver the fastest path to a production solution;
the scalability to support global enterprise-wide deployments; and
adaptability a·dapt·a·ble adj. Capable of adapting or of being adapted. a·dapt a·bil to help organizations embrace change quickly and
cost-efficiently.
In order to become a Remedy Product Partner, companies must achieve the following: the technologies must be fully integrated and deployed successfully at a joint customer site, the integration must be fully documented, and a commitment must be made to support the integration between the products. "Remedy provides its customers with a powerful way to streamline key internal business operations Business operations are those activities involved in the running of a business for the purpose of producing value for the stakeholders. Compare business processes. The outcome of business operations is the harvesting of value from assets . An important aspect of doing that is ensuring easy access to information across their enterprises to solve a variety of technical problems," says Margaret Miller, manager, product partners program at Remedy. "The integration with Primus' problem resolution software offers customers another option with the flexibility to solve technical support problems efficiently." About Remedy Corporation Founded in 1990, Remedy develops and markets adaptable applications for the consolidated operations management (COM) market. Starting at the Help Desk and expanding to areas such as change management, asset management and beyond, the COM market is cited by analyst organizations, like META Group, as one of the fastest growing areas for client/server applications. At the end of December 1996, Remedy had more than 3500 customer sites, composed of more than 1850 customers in 45 countries worldwide. Remedy operates from corporate headquarters in Mountain View, CA., with additional offices in Pleasanton, CA, New Jersey, Maryland, London Coordinates: Maryland, London is the northeastern part of Stratford in the London Borough of Newham. It borders Leytonstone to the north, Stratford New Town to the west and Forest Gate to the east, with the centre of Stratford to the south. , Frankfurt, Paris, and Singapore. About Primus Primus develops and markets problem resolution software and services that enable organizations to enhance customer satisfaction. SolutionBuilder is problem resolution software that improves customer satisfaction by making it easy for technical support analysts to capture and share solutions. SolutionPublisher is Web-based software that eliminates support calls by enabling customers to quickly and easily solve problems themselves. Seattle-based Primus has offices in Boston, Chicago, Dallas, San Francisco San Francisco (săn frănsĭs`kō), city (1990 pop. 723,959), coextensive with San Francisco co., W Calif., on the tip of a peninsula between the Pacific Ocean and San Francisco Bay, which are connected by the strait known as the Golden and Washington, D.C. Primus KK, a joint venture with Trans Cosmos cosmos (kŏz`məs), any plant of the tropical American genus Cosmos of the family Asteraceae (aster family). C. bipinnatus, , Inc., markets and sells SolutionBuilder in Japan. Primus is privately held and venture financed. For more information, contact Jene Leiner at Primus, 1601 Fifth Avenue, Suite 1900, Seattle, WA 98101. Phone: 206/292-1000. Fax: 206/292-1825. www.primus.com . CONTACT: Primus Jene Leiner, 206/292-1000 ext. 364 jleiner@primus.com or Parker LePla Joe LePla, 206/285-5280 jlepla@parkerlepla.com or Remedy Corporation Cathy Brooks, 415/254-4919 cbrooks@remedy.com |
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