Press Release - eConvergent

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eConvergent Announces Best and Worst B2B e-Commerce Experiences

… And the eConvergent "Transaction Satisfaction Award" Goes to Hewlett Packard, Home Depot, and Southwest Airlines.

PLEASANTON, Calif. - August 1, 2000 - eConvergent, the world’s first Business Solution Provider for e-business customer interaction, today announced the results of its annual Transaction Satisfaction contest, which highlights the best and worst business-to-business e-commerce customer interaction experiences. Hewlett Packard, Home Depot and Southwest Airlines, were chosen for providing the "best" experiences, establishing benchmarks and best-practice standards for e-business in customer interaction and satisfaction. Emphasizing the importance of consistent satisfaction to e-business customers, eConvergent also detailed the "worst" service experiences, with company names remaining anonymous.

eConvergent employees, partners, suppliers, and customers submitted nominees to an eConvergent panel of employee judges, who voted based on content and entry frequency. Contestants with the top three entries from both the best and the worst categories received $250 gift certificates redeemable at a number of leading Internet shopping sites. The three businesses providing the best service will be presented with the eConvergent Transaction Satisfaction Award.

"This award recognizes a level of customer interaction that other e-businesses should strive to emulate," said Rene White, eConvergent’s senior vice president of marketing. "By sharing both positive and negative experiences, we believe businesses can look through the eyes of customers to see how other industries have mastered the art of customer service on the Web. With e-commerce capabilities fast becoming a commodity-the differentiator rests in creating multiple doorways and inviting customers to what feels like a totally personalized experience."

Best Customer Service Stories

" To this day Hewlett Packard has always provided me with unsurpassed customer service and outstanding technical support. Whether I am calling to place an order for a new system, or to order parts for an older one, they always answer the phone immediately, and they always resolve any issues in a timely manner. HP's recent creation of their web based store allows direct business to business communication that previously required a vendor. I am thrilled to be able to nominate them for the best customer care in the business."

Jay Ross
Bio Tech Network Analyst
Protein Design Labs

" The Home Depot has captured our winery's business philosophy, which is providing a quality product, coupled with a commitment to extraordinary service. I am very impressed with the way Home Depot caters to businesses. Whether I order products online, or actually visit a facility, I am always pleased with the representative's professional knowledge, advice, and attention."

Jim Del Bondio
President-Del Bondio Winery
California

"Southwest Airlines has the best site for airline travelers. Others are archaic in comparison. They provide constant and thorough communication on ticket orders and status, and delivery of tickets is always on time and accurate which is critical for a business traveler. They have exactly what I need to make my business travel arrangements-speed, ease of use and confirmation is virtually immediate."

PE Benson
Arizona

Worst Customer Service Stories

"I bought a video card from a well known vendor. The purchase went well, however, customer support was a different issue. I had problems running certain applications that used to run before I put the new card in, so I went to the company's Web site and downloaded the latest drivers-but they didn't fix the problem. After remaining on hold with customer care for 15 minutes, I hung up and e-mailed their customer support group. Two days later, I received a form letter response, and five days later, I received a file that was supposed to patch the problem, but failed to do so. I e-mailed the same group twice more and never received a resolution for my problem. In the end, I fixed the problem myself by making a change in the BIOS of my computer and turned the PCI parity off. The card now works beautifully, and I sent a note to the vendor with the fix to help others with this problem. I never received a reply."

Brian Bowers
Sr. System Architect
California

" A very good customer of mine needed some equipment quickly, so I placed a large order from a well known Scuba Equipment Manufacturer and asked it to be expedited. I specifically asked if they could not fill it and quickly ship it, to please contact me. I heard nothing from them, but as a precaution, thought I would call to check on the order's status. When I did, a giggling customer service agent answered the phone. She told me they could only fill portions of the order and she did not know if she could expedite it. The net net was that the order was horribly late, my customer was very disappointed, and it adversely effected my business."

Heather Powell
Proprietor-Annapolis Scuba Center
Maryland

"I was interested in buying a new Epson printer for my business, but I couldn't get anywhere on the site of a NY-based appliance store. Their site looked like it was good to begin with, but I could not navigate anywhere on or in it. No matter where I clicked, I remained on the home page! So, I physically went to a local store and made the purchase in person. The click and mortar appliance store lost my company's business for good!"

Suzanne Smeaton
New York

About eConvergent

eConvergent helps e-businesses and large enterprises establish and build lifelong customer relationships. The company is a leading Business Solution Provider (BSP) for customer interaction that helps companies create customer satisfaction. eMerge™, the company's flagship out-hosted service for managing customer interaction, provides companies with the information and tools they need to effectively manage customer relationships through the Web, chat, voice, email and fax. eConvergent’s BSP approach enables companies to purchase results, not technology. The company can be reached at (925) 931-2500, 1-888-CRM-FAST, info@econvergent.com or on the Web at www.econvergent.com.

eConvergent, CRMS, Converge*, and eMerge are trademarks of eConvergent, Inc. Other company and product names used in this publication are for identification purposes only and may be trademarks of their respective companies. *Patent pending.

Editorial Contact:
Tish Wagner
Bairey & Bedford Public Relations
770-725-0585
tish@b2pr.com

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