"We needed technology to help us provide top quality customer service on the Web, and we just completed a comprehensive evaluation of the major packages on the market," said Tom Pemberton, Quantum's e-business manager. "Broad Daylight is head and shoulders above the rest in terms of functionality, customization, and return on investment (ROI)."
The hosted or licensed, customizable "Broad Mind" application adds a unique component to standard self-service customer care by allowing the site visitors to build on the existing knowledge base. If information is not found via keyword or natural languages searches of the site's existing FAQ or technical support documents, visitors my submit queries that automatically get routed to the appropriate personnel. As new questions from site visitors are asked and answered, the data is automatically added to the knowledge base, becoming instantly available to site visitors seeking the same information.
The ROI is apparent as Broad Daylight's technology answers up to 98 percent of repeat questions on the Web. Therefore, there is a significant reduction in the per question costs than there would be via e-mail or phone support.
Louise Kirkbride, founder and CEO of Broad Daylight said, "We offer companies a way to deliver high-quality customer care at an extremely low cost. Companies across many industries see a substantial return on their investment when they make Broad Daylight a key part of their overall CRM strategy."
Founded in 1980, Quantum Corporation has evolved from a hard disk drive company to a leader in providing backup, archiving and recovery of business-critical data through reliable, cost-effective and scalable solutions. Quantum is the world's largest supplier of DLTtape™ automation systems, DLTtape drives, Super DLTtape drives™, and workgroup-class network attached storage (NAS) appliances through its Snap Server products.
Broad Daylight enables organizations to efficiently respond to questions from customers, developers, employees, and Web site visitors through applications that provide instant answers to previously asked questions on a company Web site or extranet, eliminating the need to answer the same question twice. In addition to Quantum, Broad Daylight's clients include American Airlines, Bell Canada, Hilton Hotels, O'Reilly & Associates, Raychem, and Random House.