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Sharper Image Deploys Delano to Boost Customer Service During Busy Online Holiday SeasonDelano Plays Key Role in Innovative Retailer’s “Best-Service, Best-Products” StrategyTORONTO---December 12, 2000---Delano Technology Corporation (NASDAQ: DTEC), a leading provider of intelligent interaction-based CRM solutions for the enterprise, today announced that Sharper Image Corporation (NASDAQ: SHRP) is using Delano’s e-service solution to provide e-mail and web-based customer support on its e-commerce site, www.sharperimage.com.Over the past two years, The Sharper Image has experienced tremendous growth in its online sales. While November 1999 online sales were up 645 percent over November 1998, the company recently released a statement announcing that its November 2000 sales were more than double that of the previous year, reflecting an increase of 116 percent. To address the significant increase in online customer sales over the holiday season, The Sharper Image, one of the first catalogers and specialty retailers to open an Internet store, is using Delano™ to track and monitor its e-mail customer service performance, to streamline e-mail response processes, and to access statistical data to drive more effective customer service in the long-term. “As we enter the busy holiday season and the volume of customer interaction increases for our sharperimage.com Web site, Delano enables us to effectively manage the increased load by efficiently and intelligently organizing and routing e-mail inquiries for rapid and appropriate e-mail response,” said Harvey Johnson, Vice President of Operations at Sharper Image Corporation. “Our business is founded on two guiding principles: deliver the best service and sell the best products. Delano’s customer- service solution allows us to continue providing high quality service, even with significant volume increases.” Delano’s e-service solution streamlines The Sharper Image’s ability to track customer e-mail inquiries, understand the content, and respond and act quickly to deal with any number of customer concerns. An intelligent routing feature enables The Sharper Image to capitalize on each individual customer service representative’s expertise by effectively matching skill sets with each incoming customer request, and automatically routing inquiries to the appropriate representatives. Auto-respond capabilities enable The Sharper Image to answer the most frequently asked customer questions faster, thereby improving customer service levels. Improved performance reporting provides The Sharper Image with statistics on the total number of customer inquiries made in a given time frame, the average response time to each of those requests, as well as rankings of the frequency of questions asked by customers. These services allow The Sharper Image to gauge current customer service levels and create necessary steps for future improvements. “The Sharper Image’s deployment of Delano’s e-service solution reinforces its ongoing commitment to delivering top-notch customer service,” said John Foresi, president and CEO of Delano. “With their increased ability to efficiently route and respond to all online inquiries, as well as to access statistical data to gauge customer service levels, The Sharper Image is able to serve greater numbers of online customers more quickly and more intelligently.” About Delano Technology Corporation Delano Technology Corporation is a leading provider of e-business solutions that enable an enterprise to intelligently interact with its customers and trading partners, for fast measurable results. Delano’s solution includes robust e-business and analytic platforms, a fully integrated eCRM application suite, and advanced analytic applications. Delano’s solution is powering some of today’s leading enterprises, including Charles Schwab, Nortel Networks, Commerx (for PlasticsNet.com), Ericsson, Macromedia, and i2 Technologies. Delano is headquartered in Toronto, Canada, with offices across North America, Europe, and Asia Pacific. For additional information, contact Delano Technology Corporation, 302 Town Centre Boulevard, Markham, ON, L3R 0E8; http://www.delanotech.com About The Sharper Image The Sharper Image is a specialty retailer that is nationally and internationally renowned as a leading source of new, innovative, high-quality products that make life easier and more enjoyable. A significant and growing proportion of sales are of proprietary products created by the Company's product development group, Sharper Image Design. The Company operates more than 95 stores throughout the United States and mails millions of its award-winning catalogs each month. The Company's products may also be purchased on the Internet via its online store at sharperimage.com. The Company has an online auction site where consumers can place bids to win Sharper Image products at lower prices; the auction site is accessed from the home page of the Company's Web site. Delano is a trademark of Delano Technology International SRL. All other company and product names mentioned are the trademarks or registered trademarks of their respective companies. Forward-looking statements in this press release, including statements relating to the anticipated benefits from Delano Technology Corporation’s relationship with Sharper Image Corporation, are made pursuant to the "safe harbor" provisions of the United States Private Securities Litigation Reform Act of 1995. Investors are cautioned that such forward-looking statements involve risks and uncertainties, including, without limitation, risks relating to rapid technological change and increased levels of competition within our industry, our ability to manage growth, continued acceptance of our products, intellectual property rights and other risks detailed from time to time in our filings with the United States Securities and Exchange Commission. Editorial Contact: Jodi Echakowitz Delano Technology Corporation 905-947-2167 jechakowitz@delanotech.com top of page |
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