Kodak Adds BackWeb to the Picture

eCRMGuide.com Staff

Updated · Sep 07, 2001

The BackWeb® ProactiveTM solution from BackWeb Technologies will deliver software updates directly to Eastman Kodak Company's consumers through its customer portal.

“Kodak has been associated with top-quality photography and imaging in America for more than a century. The company's forward-thinking approach to supporting digital imaging customers will help ensure the success of Kodak's customer portal,” said Eli Barkat, CEO, BackWeb Technologies. “Industry analysts predict more and more people are accessing the information they need from portals, and, with BackWeb technology, Kodak is bringing needed information to customers' PC desktops directly.”

The Kodak customer portal offers software updates and downloadable software for digital camera customers, enabling them to do tasks such as transferring digital photos from their camera to PC. The passive system requires customers to manually search for content at Kodak.com but by using BackWeb ProactivePortal technologies, Kodak can automatically deliver notifications that software updates are available. The notices, based on user preferences, can be sent to millions of Kodak customers. Additionally, the Proactive system will help minimize calls to technical support while enhancing customer service.

“Kodak is committed to providing our worldwide customer base with the latest digital imaging technology and the best possible customer experience,” said Bill Jackson, general manager, Desktop Software, Eastman Kodak Digital and Applied Imaging. “But making sure customers had the very latest software updates without intruding on their lives proved challenging. BackWeb's ProactivePortal technology alerts our customers to the relevant software updates they need to continue to process quality digital photos. The BackWeb technology also allows Kodak to set privacy and use policies that are consistent with the Kodak privacy policies. This was an important consideration in the selection of BackWeb.”

BackWeb's ProactivePortal contains its patented Polite® communications capability that makes downloading software updates painless for customers, whether they're dialing up on a 28k modem or using a T1 line. Customers download only the new portion of a software update, meaning home users will not be inundated with large files that take hours to download.

Headquartered in San Jose, Calif., and Ramat-Gan, Israel, BackWeb's ProactivePortal technologies enable organizations such as Cisco, Compaq, Hewlett-Packard, Ericsson, IBM and Schlumberger Dowell to maximize their portal content investment by prioritizing, delivering and ensuring the receipt of critical information to their extended enterprise of customers, suppliers, partners and employees.

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