[November 1, 2000]

New Callgistics Lead Tracking Service Ensures Customer Leads, Requests, And Inquiries Are Serviced

ACP Interactive, a provider of interactive marketing services, introduced Callgistics, a new lead management service for routing and tracking of customer requests and inquiries through internal or external customer service or sales teams. Callgistics acts as a transparent middleman between the customers who �opt-in� for contact and the service teams and organizations, which fulfill customer requests. As a result, Callgistics guarantees that customer requests and inquiries are never dropped and are always fulfilled. The ASP service can be used stand-alone or in conjunction with customer or partner relationship management and sales force automation systems. Callgistics is immediately available.

Prior to Callgistics, lead tracking technologies required customer service or sales representatives to manually enter lead status information into either a corporate network or a partner�s extranet � and, in some cases, both. Problems arise and leads are dropped with this approach when status information is not entered at all, not entered in a timely manner, or entered incorrectly. Commenting on the shortcomings of current lead tracking technologies, Martin Grant, CIO of ACP Interactive said, �An alarming percentage of leads and requests are not effectively followed up on because they simply fall through the cracks.�

�Callgistics eliminates the cracks and offers a foolproof means for businesses to effectively track their leads and customer inquiries without requiring them to enter any lead status information. With Callgistics, our customers know when follow up has occurred. More importantly, customers know when follow up has not happened in time to take corrective action before leads grow old,� continued Grant. �We believe that only Callgistics can make this claim.�

Unlike existing lead tracking programs, Callgistics acts as an intermediary which employs patent-pending technologies to broker and track a lead through its entire life cycle � from a customer request to servicing. During this process, Callgistics gathers intelligence on the handling of the lead, including which teams or partners could service the lead, which ones could not, the time required to service the lead, and other valuable information. Reports detailing this information are provided to the sales and customer service managers, empowering them with information they need to maximize lead servicing programs. In effect, Callgistics offers these managers a �Big Brother-like� means of monitoring the teams responsible for servicing leads -- a capability not provided by any other lead tracking system. Managers may also request to receive reminders, which provide information on overdue or unserviced requests. Reminders can also be routed to other representatives, other divisions, affiliates, or partners.

Callgistics is a comprehensive solution. Some of the highlights of the lead management system include:

• 18-year history: ACP has almost two decades of experience in telephony hardware and software development. Using these technologies as its foundation, Callgistics can easily handle up to a million calls a day.
• Quick set up: Callgistics is a completely outsourced service with software and hardware (including telephony, e-mail and fax servers) already in place. As a result, Callgistics can be implemented in a matter of hours and requires no new hardware, software or additional IT support staff. In addition, Callgistics can be used with minimal training.
• Support for variety of touchpoints: Callgistics works with the gamut of touchpoints used to reach customers, including Web pages, Web banners, e-mail, direct mail, and print advertising. Customizable, brandable, Callgistics Call Me buttons can be embedded in Web pages with Call Request, in Web banners with CallBanner and in e-mail messages with CallMail. Consumers simply click these buttons to request a call, a fax or fulfillment of a product. For print advertising and direct mail campaigns, Callgistics can provide a personal identification number, which can be used when consumers respond either via telephone or by the Internet. These touchpoints enable consumers to easily �opt-in� and become active participants in permission-based marketing campaigns.
• Comprehensive reporting: Callgistics generates detailed reports on the status of a lead, from the customer request to fulfillment. These reports can be provided in paper or electronic formats and can be delivered via mail, e-mail, or fax. Reports can also be downloaded from a secure area on the Callgistics Web site.
• Complement to CRM, PRM, and SFA: Callgistics can be used as a stand-alone lead management tool. Because Callgistics tracking information can be saved in XML, TXT or ASCII formats, Callgistics can also be used in conjunction with customer relationship (CRM), partner relationship management (PRM) or sales force automation (SFA) applications.
• Customization: ACP Interactive works with clients to design programs which best fit their current business workflow or specific needs. ACP Interactive can design custom buttons, pre-populate forms used to request contact, incorporate IVR (Interactive Voice Response) technology to further automate calls to consumers, provide custom reports, deliver background information on contact requests such the originating Web banner, and a myriad of other features.

Callgistics is available on flexible ASP pricing basis.

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