BackWeb Helps Compaq Revolutionize Customer Service for Home PC Owners
SAN JOSE, Calif., Nov 8, 1999 (BUSINESS WIRE) --
-- More than 13 Million Alerts, Software Upgrades and Performance
Enhancements Delivered to Presario Customers with BackWeb's Push for
E-Business Technology --
BackWeb(R) Technologies (Nasdaq:BWEB), the leading provider of push
for e-business solutions, today announced that its patented Polite(TM)
push technology is playing a pivotal role in Compaq's revolutionary
eService strategy. Over the past 15 months, BackWeb's push for
e-business technology has enabled Compaq to target and deliver more
than 13 million performance updates to Presario owners worldwide. The
network-smart transmissions occur automatically and "politely,"
allowing customers to continue working without interruption in their
chosen applications.
The PC leader has used BackWeb software to alert customers of software
upgrades and performance updates. With BackWeb, the Compaq Service
Connection is able to deliver multimedia-rich digital packages of any
size or format, including audio, video, graphics and html, that feature
beneficial system enhancements such as video performance updates, modem
drivers and CD-ROM drivers.
"With BackWeb, Compaq realizes substantial cost savings by proactively
minimizing technical support issues. However the greatest benefit is
our ability to increase customer satisfaction," said Geraldine
Rossiter, who manages Compaq's eService Delivery. "Through this support
application, BackWeb has allowed us to touch millions of customers on a
regular and frequent basis, while keeping them informed about their
PCs, and assisting them in keeping their PCs healthy. Most importantly,
it sets the stage for Compaq to introduce and deliver valuable
computing-related products and services for Presario owners in the
future."
BackWeb's push for e-business solutions have broad uses at Compaq. The
PC giant at one point used BackWeb's attention-management and
closed-loop delivery tools to proactively alert Presario owners to a
potential problem with some support hardware. The system allowed each
customer, with the click of a mouse, to order a new part under
warranty. The proactive BackWeb approach saved Compaq and its customers
significant time and money by automating the replacement process.
"I commend Compaq's commitment to its products, and am very happy that
Compaq has taken the initiative to proactively send me updates, rather
than waiting for me to experience a problem and be required to call
Tech Support," said Trent Smith, a Compaq Presario owner who relies on
his system for work, school and personal activities. "Not only is
Compaq Service Connection easy to use, but it has saved me considerable
time and hassle, and has contributed to my overall satisfaction with my
Presario."
Compaq also uses BackWeb technology to proactively solve issues not
directly related to Compaq products. Compaq recently identified a
compatibility issue with a popular retail computer game, whose driver
was not yet Y2K compliant. Instead of waiting for Presario owners to
experience problems on Jan. 1, 2000, Compaq worked with the
manufacturer to proactively deliver an updated driver. Compaq's service
organization earned accolades from Presario owners worldwide who were
spared a time-consuming download.
"Compaq recognizes the lifetime value of its Presario customers, and
this is powerfully reflected in its choice of BackWeb as a
cost-efficient means of ensuring brand loyalty and a reputation as a
trusted source of quality products and services," said Todd Johnson,
vice president of BackWeb's worldwide marketing. "BackWeb is helping
companies like Compaq elevate customer service with an intensely
responsible approach that proactively and efficiently reaches customers
before they even know a problem exists. As a result, Compaq has gained
a key competitive edge by establishing and maintaining a legion of
satisfied customers."
As soon as a Presario customer logs onto the Internet, BackWeb and the
Compaq Service Connection start doing the work for the consumer.
Together, they automatically begin delivering software updates needed
to enhance the performance of that particular Presario model. BackWeb's
Polite Agent(TM) avoids disrupting the customer by using only available
bandwidth, politely delivering the information in the background. The
only time that the Presario customer becomes aware of the delivery is
when a rotating "Q" (the Compaq icon) appears in the lower right hand
corner of the screen. After clicking on the icon, the customer can
install, postpone installment or delete the update.
About BackWeb Technologies
BackWeb Technologies is a leading provider of push for e-business
solutions that enable companies to communicate time-sensitive,
business-critical information throughout the extended enterprise of
customers, partners and employees. Via Internet-based applications and
proactive portals, corporations such as Cisco, Compaq, Hewlett-Packard,
Schlumberger Dowell and U S WEST have deployed BackWeb's Polite(TM)
push Internet infrastructure for managing critical changes for key
e-business and customer service applications. BackWeb Technologies is
headquartered in San Jose, California, and Ramat Gan, Israel. For more
information, visit its web site at www.backweb.com or call (800)
863-0100.
Statements in this news release which are not purely historical are
forward-looking statements within the meaning of the U.S. Securities
laws, including any competitive advantages and efficiencies associated
with the use of BackWeb's products with the Compaq Service Connection
software, and any other beliefs, plans, expectations or intentions
regarding the future. Actual results could differ materially from those
in such forward-looking statements. Factors that could cause actual
results to differ materially include unforeseen technological issues
related to the interaction between the Compaq Service Connection and
BackWeb's products, unforeseen software errors, customer acceptance of
the Compaq Service Connection, competitive factors and business and
expense factors that may affect the perceived efficiencies from use of
BackWeb's products, and the risks and uncertainties detailed from time
to time in BackWeb's periodic reports and registration statements filed
with the U.S. Securities and Exchange Commission.
(c) 1999 BackWeb Technologies, Inc. BackWeb is a registered trademark,
and Polite and Polite Agent are trademarks of BackWeb Technologies. All
other trademarks are the property of their respective owners.
Copyright (C) 1999 Business Wire. All rights reserved.
Distributed via COMTEX.
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CONTACT: Catapult Partners
Theresa Campbell, (650) 524-1720
theresa@catapultinc.com
WEB PAGE: businesswire.com
GEOGRAPHY: CALIFORNIA
INDUSTRY CODE: COMPUTERS/ELECTRONICS |
