Quantum Taps Broad Daylight to Provide Expert Customer Care on Its Corporate Web Site

Apr 26, 2001, 01:00 ET from Broad Daylight, Inc.

    SANTA CLARA, Calif., April 26 /PRNewswire/ -- Broad Daylight, Inc., a
 customer relationship management software company, today announced an
 agreement with Quantum Corporation (NYSE:   DSS), a global leader in data
 protection, to use Broad Daylight's Web self-service solutions to provide
 technical support to Quantum's customers, resellers, and systems integrators.
     "We needed technology to help us provide top quality customer service on
 the Web; as a result we just completed a comprehensive evaluation of the major
 packages on the market," said Thomas Pemberton, e-business manager, Quantum
 Corporation.  "Broad Daylight is a leader in terms of functionality,
 customization, and return on investment."  According to Pemberton, Quantum
 plans to use Broad Mind for handling corporate questions-and-answers, and
 technical support questions about DLTtape products.  The software package
 allows the company to provide its customers with on-the-spot answers to the
 most commonly asked questions 24 hours a day.
     Louise Kirkbride, founder and CEO, 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."
 
     How it Works
     Broad Daylight's Web self-service software, Broad Mind, is deployed at the
 customer care portion of Quantum.com.  Existing FAQs and other technical
 support documents are loaded into the Broad Daylight knowledge base.  Quantum
 customers can search the knowledge base via key word or natural language,
 browse answers by topic, or view top answers as ranked by Broad Daylight's
 popularity algorithm.  Customers may escalate new questions for personalized
 responses, and Broad Daylight's workflow manager routes these inquiries to the
 appropriate Quantum personnel for response.  As new questions are asked and
 answered, they are automatically added to Quantum's knowledge base -- and
 available instantly on the Web to help the next customer with the same
 question.
     Broad Daylight's "Broad Mind" application can be up and running on a Web
 site in under two weeks and can be tailored to match the look and feel of any
 site.  Companies using Broad Mind see a dramatic return on investment, because
 the technology answers up to 98% of repeat questions on the Web at a much
 lower cost-per-question than email or phone support.  With Broad Mind as the
 first line of support, customers receive instant answers to most of their
 questions, and technical support representatives are able to concentrate on
 new issues.  Broad Mind is offered on a hosted or licensed basis.
 
     About Broad Daylight
     Broad Daylight enables organizations to efficiently respond to questions
 from customers, developers, employees, and Web site visitors.  Broad
 Daylight's applications provide instant answers to previously asked questions
 on a company Web site or extranet, eliminating the need to answer the same
 question twice.  The questions and answers become a valuable database of
 information about customers' interests, decision process, and buying criteria.
 Broad Daylight is a privately held software developer that is funded by
 leading venture capital firms.  Broad Daylight's clients cover a broad
 spectrum of industries and interests, including American Airlines, Bell
 Canada, Hilton Hotels, O'Reilly & Associates, Raychem, and Random House.
 
     About Quantum
     Quantum Corporation (NYSE:   DSS), founded in 1980, is a global leader in
 data protection, meeting the rapidly growing needs of business customers for
 innovative enterprise-wide storage solutions and services.  The company's
 products provide backup, archiving and recovery of business-critical data
 through solutions that deliver high performance, reliability, cost
 effectiveness and scalability.  Quantum is the world's largest supplier of
 DLTtape(TM) automation systems, DLTtape drives, Super DLTtape drives(TM), and
 workgroup-class network attached storage (NAS) appliances through its Snap
 Server products.  Quantum DSS sales for the fiscal year ending March 31, 2000,
 were approximately $1.4 billion.  Quantum Corp., 500 McCarthy Blvd., Milpitas,
 CA  95305, (408) 894-4000, http://www.quantum.com/.
 
     Quantum and the Quantum logo are trademarks of Quantum Corporation,
 registered in the United States and other countries.  DLT and DLTtape are
 trademarks of Quantum Corporation. All other trademarks are the property of
 their respective owners.
 
                     MAKE YOUR OPINION COUNT -  Click Here
                http://tbutton.prnewswire.com/prn/11690X87112066
 
 

SOURCE Broad Daylight, Inc.
    SANTA CLARA, Calif., April 26 /PRNewswire/ -- Broad Daylight, Inc., a
 customer relationship management software company, today announced an
 agreement with Quantum Corporation (NYSE:   DSS), a global leader in data
 protection, to use Broad Daylight's Web self-service solutions to provide
 technical support to Quantum's customers, resellers, and systems integrators.
     "We needed technology to help us provide top quality customer service on
 the Web; as a result we just completed a comprehensive evaluation of the major
 packages on the market," said Thomas Pemberton, e-business manager, Quantum
 Corporation.  "Broad Daylight is a leader in terms of functionality,
 customization, and return on investment."  According to Pemberton, Quantum
 plans to use Broad Mind for handling corporate questions-and-answers, and
 technical support questions about DLTtape products.  The software package
 allows the company to provide its customers with on-the-spot answers to the
 most commonly asked questions 24 hours a day.
     Louise Kirkbride, founder and CEO, 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."
 
     How it Works
     Broad Daylight's Web self-service software, Broad Mind, is deployed at the
 customer care portion of Quantum.com.  Existing FAQs and other technical
 support documents are loaded into the Broad Daylight knowledge base.  Quantum
 customers can search the knowledge base via key word or natural language,
 browse answers by topic, or view top answers as ranked by Broad Daylight's
 popularity algorithm.  Customers may escalate new questions for personalized
 responses, and Broad Daylight's workflow manager routes these inquiries to the
 appropriate Quantum personnel for response.  As new questions are asked and
 answered, they are automatically added to Quantum's knowledge base -- and
 available instantly on the Web to help the next customer with the same
 question.
     Broad Daylight's "Broad Mind" application can be up and running on a Web
 site in under two weeks and can be tailored to match the look and feel of any
 site.  Companies using Broad Mind see a dramatic return on investment, because
 the technology answers up to 98% of repeat questions on the Web at a much
 lower cost-per-question than email or phone support.  With Broad Mind as the
 first line of support, customers receive instant answers to most of their
 questions, and technical support representatives are able to concentrate on
 new issues.  Broad Mind is offered on a hosted or licensed basis.
 
     About Broad Daylight
     Broad Daylight enables organizations to efficiently respond to questions
 from customers, developers, employees, and Web site visitors.  Broad
 Daylight's applications provide instant answers to previously asked questions
 on a company Web site or extranet, eliminating the need to answer the same
 question twice.  The questions and answers become a valuable database of
 information about customers' interests, decision process, and buying criteria.
 Broad Daylight is a privately held software developer that is funded by
 leading venture capital firms.  Broad Daylight's clients cover a broad
 spectrum of industries and interests, including American Airlines, Bell
 Canada, Hilton Hotels, O'Reilly & Associates, Raychem, and Random House.
 
     About Quantum
     Quantum Corporation (NYSE:   DSS), founded in 1980, is a global leader in
 data protection, meeting the rapidly growing needs of business customers for
 innovative enterprise-wide storage solutions and services.  The company's
 products provide backup, archiving and recovery of business-critical data
 through solutions that deliver high performance, reliability, cost
 effectiveness and scalability.  Quantum is the world's largest supplier of
 DLTtape(TM) automation systems, DLTtape drives, Super DLTtape drives(TM), and
 workgroup-class network attached storage (NAS) appliances through its Snap
 Server products.  Quantum DSS sales for the fiscal year ending March 31, 2000,
 were approximately $1.4 billion.  Quantum Corp., 500 McCarthy Blvd., Milpitas,
 CA  95305, (408) 894-4000, http://www.quantum.com/.
 
     Quantum and the Quantum logo are trademarks of Quantum Corporation,
 registered in the United States and other countries.  DLT and DLTtape are
 trademarks of Quantum Corporation. All other trademarks are the property of
 their respective owners.
 
                     MAKE YOUR OPINION COUNT -  Click Here
                http://tbutton.prnewswire.com/prn/11690X87112066
 
 SOURCE  Broad Daylight, Inc.