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.

Hyundai Motors of America have deployed a support platform based on Kaidara that is state of the art and has provided measurable improvements for their dealer technicians throughout North America.

"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."

• Miguel Peinado, Manager, Diagnostics Department, PSA Peugeot Citroën

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Volvo is the second largest producer of heavy trucks, creating reliable transport solutions for clients all over the world. Their deployment of Kaidara is a part of their corporate focus on Safety, Quality and Environment.

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.

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.

The Arctic Cat brand name is among the most widely recognized and respected names in the snowmobile and ATV industry. They are implementing a Kaidara application to continue to maintain their company reputation as the best provider of technical Support operations

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.

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

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"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."

• Darice Keating, vice president of program management. Pearson Educational Measurement

As a leader in fixed, mobile and converged broadband access, carrier and enterprise IP technologies, applications, and services, Alcatel-Lucent offers the end-to-end solutions that enable compelling communications services for people at home, at work and on the move.

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.

As a privately-held operation in the dental equipment market, A-dec have positioned themselves as a true innovator in the battle for leadership role in the dental equipment market.

Beckman Coulter, Inc. is a leading manufacturer of biomedical testing instrument systems, tests and supplies that simplify and automate laboratory processes. Their multi-divisional deployment of Kaidara has proven to have a positive impact on their overall business operations.

"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."

• Jean Luc Le Douarin, Vice President Customer Support, Darty

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Comet have successfully deployed Kaidara to provide their call centre agents with an advanced tool to facilitate in-house diagnostics and avoid unnecessary technical filed visits.

Kaidara's Advisor has been deployed as part of Sears Home Services initiative to continuously improve customer service.

"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."

• Luis Pacheco, Vice President, Packard Bell European Service and Support and CIO, NEC Computers International

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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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