Mustang Software Wins 3Com Contract; 3Com's Internet Marketing Services Department
Implements Internet Message Center to Manage Customer Interaction Via E-mail
BusinessWire, Tuesday, March 16, 1999 at 07:07
BAKERSFIELD, Calif.--(BUSINESS WIRE)--March 16, 1999--Mustang
Software, Inc. (NASDAQ:MSTG), the leading provider of e-mail
management solutions, today announces that 3Com (NASDAQ:COMS) has
selected Mustang's award-winning Internet Message Center (IMC) to
manage customer e-mail transactions for its Internet Marketing
Services department. The world's leading networking and connectivity
company, 3Com is using IMC to provide consistent, concise, and
thorough customer service via e-mail for its Internet Marketing
Services department which is responsible for the 3Com corporate web
site (http://www.3com.com).
"We are happy to welcome 3Com to the family of more than 150
customer service oriented companies that have selected our Internet
Message Center solution to manage customer e-mail and web based
inquiries," said Jim Harrer, President and Chief Executive Officer of
Mustang Software. "According to Forrester Research, 50% of the US
population will be using e-mail on a daily basis by 2001. It is
vitally important for companies to establish procedures to handle the
rapidly growing volume of e-mail. By implementing IMC today,
forward-thinking companies like 3Com are poised to capitalize on the
e-commerce explosion as consumer Internet access becomes as ubiquitous
as cable TV or the telephone."
Internet Message Center has been able to help 3Com drastically
reduce the length of time that customers spend waiting for responses
to messages sent to webmaster@3com.com and info@3com.com. "Since
implementing IMC, we've been able to improve our average response time
from about 48 hours down to 4 hours," said Valeri Young, Webmaster
Program Manager for 3Com's Internet Marketing Services department.
The major factors that influenced 3Com's decision to implement
IMC included e-mail tracking, extensive historical reporting, and
real-time monitoring capabilities. "IMC gives us the tools we need to
efficiently manage the e-mail workflow. The reporting and real-time
monitoring give us an easy way to measure our e-mail customer service
levels and allows us to quickly react to changing conditions,"
explained Ms. Young.
"I like the instant feedback that IMC gives me," explained Ann
Ku, the 3Com Webmaster Administrator responsible for answering a
majority of the incoming webmaster messages 3Com receives each day.
"The IMC Agent shows me at a glance how well I'm meeting our service
level goals."
In addition, IMC's remote access capabilities give 3Com the
capacity to utilize telecommuting employees to answer customer e-mail
from home on the weekends and holidays.
Future plans for 3Com include expanding their existing IMC system
to handle technical support and international customer inquiries
across 3Com's broad product lines.
About 3Com
3Com Corporation is the largest single entity in the world
dedicated to LAN- and WAN-based network infrastructures. With over $6
billion in annual revenues, it is the second largest networking
company in the world, delivering end-to-end connectivity solutions to
consumers, small businesses, large enterprises and public network
carriers. Its installed base represents over 100 million network
connections worldwide, more than any other networking company. In
addition to products recognized for quality and reliability, 3Com's
strengths lie in a broad and loyal global distribution channel,
enviable manufacturing capabilities and solid brand recognition.
About Internet Message Center
Mustang's Internet Message Center (IMC) is an intelligent e-mail
management system that provides sophisticated management capabilities
for e-mail workflow in mission-critical, high-volume customer service
operations. IMC enables companies to manage incoming corporate and
customer e-mail as it manages its inbound phone calls - with logic,
responsibility, structure, real-time management, and detailed
reporting. Internet Message Center was named 1998 "Product of the
Year" by CTI Magazine, ISP Today and C@LL CENTER Solutions Magazine;
1998 "Best of Show" by Internet Telephony, C@LL CENTER Solutions,
Computer Telephony Magazine, CTI Magazine, Customer Support Management
and Call Center News Service; and 1998 "Editors Choice" by Internet
Telephony Magazine and Telemarketing & Call Center Solutions.
About Mustang Software
Founded in 1986, Mustang Software, Inc. delivers creative e-mail
management solutions through a combination of the company's unique
products and services, its unparalleled e-mail management experience
and expertise and world-class alliance partnerships. Mustang presently
counts more than 150 IMC customers worldwide including 3Com
(NASDAQ:COMS), GTE (NYSE:GTE), Lucent Technologies (NYSE:LU), The U.S.
Mint, Time Warner New Media (NYSE:TWX) and Victoria's Secret
(NYSE:IBI). Mustang Software's corporate headquarters is located at
6200 Lake Ming Road, Bakersfield, CA, 93306 with offices in Chicago,
IL and Washington, D.C.. Inquiries can be addressed via voice,
661-873-2500; fax, 661-873-2599; and e-mail, info@mustang.com; or by
visiting Mustang Software on the Web at mustang.com.
CONTACT: Mustang Software, Inc., Bakersfield
Jim Harrer, 661/873-2561
jim.harrer@mustang.com
or
S&S Public Relations
Michelle Strykowski, 415/956-1180 ext. 222
michelle@sspr.com
KEYWORD: CALIFORNIA ILLINOIS DISTRICT OF COLUMBIA
INDUSTRY KEYWORD: COMPUTERS/ELECTRONICS COMED
INTERACTIVE/MULTIMEDIA/INTERNET
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