Serving Mid-Size and Global 2000 Customers

Leading global firms have adopted Kaidara's leading knowledge-guided search solutions to accurately and efficiently guide customer interactions.

List of Representative Customers:

Automotive & Transportation

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Kaidara Advisor provides self-service, repair and troubleshooting expertise to Chrysler's dealers online. Kaidara's troubleshooting application is integrated into Chrysler's "DealerConnect" portal and dramatically improves case resolution.

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Freightliner has created a collaborative knowledge platform that collects and distributes diagnostic solutions beyond the four walls of Freightliner and into the hands of their extensive network of dealers and partners.
Kaidara significantly streamlines customer service and provides a definite competitive advantage.

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 Kaidara allows NetJets Maintenance staff to easily search the knowledgebase for relevant solutions to various aircraft problems. Once the problem and related solution has been identified, the system automatically directs the technician to the associated part replacement instructions or other documents to resolve the issue. What used to take several hours to diagnose and close in the past, now takes just a few minutes.

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 Miguel Peinado, Manager, Diagnostics Department, PSA Peugeot Citroën
"In the face of the growing complexity of diagnostics for electronic-based automotive systems, Kaidara technology has enabled us to control costs while preserving the same level of quality. From the time of its initial launch in 2000, the system has been very well received by the after-sales service organization. It achieves our objectives of capitalizing on the expertise of our service technicians worldwide, helping them to be more efficient while communicating with them in their own language."

As a leader in the professional lawn care equipment, Toro uses the Kaidara technology to solve complex technical issues for their distributors to achieve service excellence in delivering outstanding customer service.
Electronics & Medical Equipment
Cisco has deployed web-based technical support tools to assist customers in resolving support requests online. The online Technical Assistance Center (TAC) uses Kaidara Advisor to quickly provide customers with solutions to complex problems.

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 GE Healthcare: Leveraging Expert Knowledge and Web-Self Service to Solve Complex Support Problems
This case study:

· Demonstrates how organizations can apply best practices using “self-service” to achieve corporate objectives, optimize workforce resources, improve customer satisfaction and reduce costs.

· How GE Healthcare leverages best practices to address mission-critical customer queries for healthcare institutions such as hospitals.

GE Healthcare aims to resolve each problem once. The Kaidara knowledgebase system intelligently integrates and structures internal content, external support content, and captures new knowledge as new issues arise.
Kaidara's CBR technology helps identify component similarities for compliance testing. This technology shortens the testing process and drastically accelerates time to market providing a clear competitive advantage.
Darice Keating, vice president of program management. Pearson Educational Measurement:
"Being responsive to customer inquiries and providing exceptional customer service is a top priority for Pearson Educational Measurement. Kaidara is instrumental in enabling our support team to leverage our vast knowledgebase to rapidly address complex questions and deliver the highest quality of service that sets us apart in the marketplace."
TomoTherapy is a developer of a revolutionary new medical system that delivers conformal radiation therapy to all cancer patients requiring radiotherapy. TomoTherapy allows its customers and distributors to directly access the Kaidara Advisor system through a web portal to identify solutions to complex technical matters.

Retailing & Customer Support

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 Jean Luc LE DOUARIN, Vice President Customer Support, DARTY:
"Before Kaidara, Darty's level 1 support staff was able to close only 5% of the cases. As the system gains momentum our agents are now able to close 45% of the cases."

Read Case Study 		Luis Pacheco, Vice President, Packard Bell European Service and Support and CIO, NEC Computers International:
"Kaidara Advisor's advanced customer support technology has become an integral part of our core customer support initiatives at NEC Computers International. We are very satisfied with our partnership with Kaidara and are looking to use the strengths of Kaidara Advisor in other innovative areas of Contact Management as the integration of up and cross selling capabilities in our Service and Support CRM system, to maximize the conversion of incoming technical calls into selling opportunities."
Legrand is a European market leader for low-voltage electrical equipment. Kaidara enables the rapid cost estimation for the production of plastics parts. The system enables pricing experts to estimate the cost of a part in three days instead of three weeks, reducing by 30% the total cost of specialists' work required.

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 Jacques-Benoît Le Bris, e-Business Director, Rhodia:
"Kaidara's advanced retrieval capabilities ensure that our user community is always presented with information appropriate to their specific request, quickly and efficiently. Kaidara demonstrated that Rhodia can provide customers a high-quality experience, answering detailed technical questions online with elevated confidence in the accuracy of the response, while allowing the user flexibility to state questions in their own terms."

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 With Kaidara, critical engine maintenance decisions for ships at sea can be made with greater confidence, based on the collective experience of service engineers across Wärtsilä and across their installed customer base.
Ship owners and operators experience reduced operating and maintenance costs, due to longer lifetime of key components, reduced replacement part expense, and reduced time required for engine inspections.

Other
Read Case Study For the geologist who is looking for a needle in the haystack, Kaidara Advisor developed an advanced search solution relying on case-based reasoning technology to identify similarities between exploration fields.
Animal Poison Control Center
Kaidara is instrumental in providing rapid access to critical information to help save the lives of animals and further efforts to educate the public regarding animal safety.


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The West Midlands fire service is capturing unique emergency situation experiences, with actionable recommendations and outcomes, and making the content available for training, and ultimately, for proactive notification to fire service teams en route to emergencies.
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