Primus Spins Off Customer Support Consortium into Not-For-Profit Organization; Move Accelerates Development and Adoption of Standards for Faster, More Efficient Technology Product Support.SEATTLE--(BUSINESS WIRE)--Jan. 15, 1997--Primus, which develops and markets problem resolution software and services for customer support organizations, announced today that the Customer Support Consortium will become an independent not-for-profit Not-for-profit An organization established for charitable, humanitarian, or educational purposes that is exempt from some taxes and in which no one in profits or losses. organization as of Jan. 15, 1997. Since Primus founded the Customer Support Consortium in 1992, the company has managed this industry alliance of over 70 leading technology companies -- including 3M, Bay Networks, Compaq, Dell, Hewlett-Packard, IBM (International Business Machines Corporation, Armonk, NY, www.ibm.com) The world's largest computer company. IBM's product lines include the S/390 mainframes (zSeries), AS/400 midrange business systems (iSeries), RS/6000 workstations and servers (pSeries), Intel-based servers (xSeries) , Intel, Lotus Development Corp., Microsoft Corp., NCR (NCR Corporation, Dayton, OH, www.ncr.com) A technology company specializing in financial terminal transactions, retail systems and data warehousing. Until the late 1990s, NCR was heavily invested in the hardware side of the industry, known worldwide as a major manufacturer of computers , Novell, Softbank, SHL SHL Shift Logical Left SHL Schweizerische Hochschule für Landwirtschaft (German: Swiss College of Agriculture) SHL Southern Hockey League SHL Silver Haired Legislature SHL Single Hidden Layer (neural networks) Systemhouse and Tandem (Tandem Computers Inc., Cupertino, CA) A former major manufacturer of fault-tolerant computers founded in 1974 by James Treybig and provider of the early 21st century technology for HP's enterprise computing strategy. -- that is shaping the future of customer support. During the past four years, Primus has served as the managing partner of the Consortium, contributing strategic guidance, staffing and financial support exceeding $1 million. The Consortium was formed due to an unmet un·met adj. Not satisfied or fulfilled: unmet demands. need in the support industry for more effective problem-solving processes. Primus realized that the most effective way to address this need was by creating a forum for support organizations to develop new processes and standards for problem resolution within and between collaborating organizations. The result was the Consortium's strategy, the Solution-Centered Support(SM) model, which focuses on capturing, sharing and reusing solutions to leverage knowledge within an organization or among several organizations. "It has always been Primus' intent to move the Consortium to an independent, vendor neutral status once it had enough members to be self-funding self-funding, n the method of providing employee benefits in which the sponsor does not purchase conventional insurance but rather elects to pay for the claims directly, generally through the services of a third-party administrator. ," said Steven Sperry See Unisys. , 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. "This proactive move will allow the Consortium to more effectively represent the entire technology support community and remove any perception of bias." The decision for the Consortium to move to not-for-profit status was announced at the Consortium's annual conference in April 1996. Primus will continue to play an active role as a sponsoring member. Day-to-day operations will be run by Greg Oxton, executive director, and his staff. The Consortium is already financially viable, and future financial support will be provided by various levels of membership fees. "Primus has been instrumental in contributing vision and leadership to the Consortium and has provided the financial support that made the organization possible. However, by making the Consortium a not-for-profit organization, we will be able to gain broader and faster acceptance of the business models and standards," said Oxton. Added Mark Perry Mark Perry is the name of:
tr.v. sur·round·ed, sur·round·ing, sur·rounds 1. To extend on all sides of simultaneously; encircle. 2. To enclose or confine on all sides so as to bar escape or outside communication. n. support become increasingly more complex, the Consortium needs to do everything possible to appeal to the widest cross-section of industry players. By moving to an independent status, they are able to do just that." About The Customer Support Consortium The Customer Support Consortium is an industry alliance for shaping the future of technology support. Founded in 1992 by Primus, the Consortium now has over 70 members, including include 3M, Bay Networks, Compaq, Dell, Hewlett-Packard, IBM, Intel, Lotus Development Corp., Microsoft Corp., NCR, Novell, Softbank, SHL Systemhouse and Tandem. Current working groups are focused on critical support issues including problem resolution, multi-vendor support, and setting standards for exchanging solution information. For more information about the Consortium, contact Regina Vaccaro at 206/622-5200 ext. 354; Fax: 206/667-9181; www.customersupport.org . About Primus Primus develops and markets powerful problem resolution software and services that enable technology companies to attract and retain customers by delivering superior customer support. 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 problem resolution software that eliminates support calls by enabling customers to quickly and easily solve problems themselves. Primus' products are fully compliant with the Solution-Centered Support model and the Solution Exchange Standard. 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. Primus is privately held. 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 Melanie Hoelscher, 206/285-5280 melanie@parkerlepla.com |
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