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Norstan Chooses The Primary Matters Guide®

Norstan selects The Guide for staffing and planning within their Customer Solutions Center

Tiburon, CA – August 10, 2004 – Primary Matters, Inc., a leading provider of planning and business analysis software and services, announced that The Primary Matters Guide® has been selected by Norstan Communications, Inc., as the tool for use in internal planning and analysis within their Customer Solutions Center.   Norstan will use The Guide to project staffing needs for its Customer Solutions Center’s 135 employees.

The 135 employees are spread out over five separate product teams and four geographies.   The Guide allows Norstan to project the staffing requirements for each individual team based on the number of current customers, projected new/lost customers, cases per customer based on product line, and time required per case.   The Guide helps Norstan identify, based on skills requirements, the number of each type of employee required, from admin to engineer levels.  

Norstan’s Customer Solutions Center has already used The Guide for resource planning.   Steve Kitchen, senior director of Financial Planning said, “Norstan was recently faced with the need for a workforce reduction.   With the use of The Guide to project resource requirements, our technical support organization was able to more effectively right-size the various teams.”   Mr. Kitchen further stated, “The Guide also assists us when developing pricing models to assure that we remain competitive and has been extremely beneficial to our annual budgeting process.”

Brian Hinton, Vice-President, Primary Matters, states, “The Guide’s feature set continues to evolve based on input from our customers.   This approach enables The Guide to become an essential element of the planning fabric of our clients’ organizations.   We are pleased that Norstan was able to see a return on their investment in The Guide as quickly as they did.   I am looking forward to continuing to work with them to ensure The Guide assists in increasing revenue and reducing costs.”

About Norstan

Norstan, Inc. (NASDAQ:   NRRD) is a full-service communications solutions and services company delivering voice and data technologies and services, and remanufactured equipment to corporate end-users and public sector companies. Norstan offers a full range of technologies for customer contact solutions, convergence solutions including, messaging, infrastructure, conferencing and mobility.   Norstan has offices throughout the United States and Canada. To learn more, visit the Norstan website at

About Primary Matters, Inc.

Primary Matters, Inc., provides software products and services that enable activity-based budgeting, planning and business impact analyses. The company’s solution improves budgeting processes and planning decisions in virtually any operationally intensive business environment. Its flagship product, The Primary Matters Guide® is activity-based, content rich software that uncovers underlying costs of corporate functions such as contact centers, sales groups, field organizations, technical support groups, and any other operational function that is activity, task and resource based. With The Guide, business goals are linked to the resource requirements needed to meet these goals. For more information call 707-833-1564 or visit


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Last modified: May 31, 2006 .