Comet chooses Kaidara

Customer support operations knowledge management software provider Kaidara Software announced that UK-based Comet plc. has chosen the Kaidara ADVISOR suite to run Comet customer service and support centers. Thanks to a relationship with Comet sister company Darty, Comet representatives were able to witness the effect of the ADVISOR in call centers previously. Darty is a retail business operating in France and joins Comet in the European group KESA Electricals.

At Darty, the Kaidara system allowed simple and accurate means for agents to troubleshoot and diagnose incoming inquiries. The system ultimately demonstrated a reduction in call handling time and an increase in customer service levels. “The results we had seen at [Darty] allowed us to build a strong business case based on tangible and proven results,” said Comet plc head of services Phil Heaton.

“In addition, we had witnessed firsthand that the Kaidara solution was a solid product and that their personnel know the support business and understand what it takes to improve our operations.” Comet is an electrical retailer in the UK of home appliance and electronics, featuring 250 store outlets with 18 service centers and a major call center operation in Hull, East Yorkshire.