Avnet Computer Marketing Implements IBM Lotus Sametime for Efficient, Real-Time Customer Service.

Business/Technology Editors

CAMBRIDGE, Mass.--(BUSINESS WIRE)--May 21, 2002

Lotus Sametime Improves Avnet Customer Support

While Boosting Employee Productivity and Internal Cost Savings

IBM Corporation today announced that the Avnet Computer Marketing division of Avnet Inc., a Fortune 500 distributor of computer systems from leading manufacturers, has implemented IBM Lotus Sametime to enhance customer service with real-time capabilities and to unify geographically dispersed employees within its organization. By adopting Sametime, Lotus' instant messaging and e-meeting technology, Avnet has improved its customer service initiatives by giving customers immediate access to Avnet specialists right from its Web site. Sametime has also provided Avnet employees with presence awareness tools that allow them to work more efficiently, which has helped increase employee productivity.

"The low investment necessary to implement Lotus Sametime is more than outweighed by its benefits," said Dave Stuttard, Vice President of Application Solutions at Avnet. "Based on positive feedback from our customers as well as on our own internal success, we are looking at rolling out Sametime instant messaging functionality to more than 5,000 users from our customer base as a value-added service. These capabilities will provide users with a more efficient means of communicating with all of their Avnet contacts for matters beyond technical support in a secure, reliable environment."

Lotus Sametime Speeds Avnet Customer Service

Using Lotus Sametime, Avnet support specialists provide customers with real-time answers to questions ranging from pricing to technical specifications right from the Avnet site. This use of instant messaging allows customers to bypass the 800 number and e-mail support, so they do not have to hold during call queues or wait for answers to e-mail inquiries. While on the site, customers can see a list of Avnet support specialists, which are color-coded according to availability - green, available; red, not available; blue, out of the office - and simply click on a name to begin a chat session and obtain the immediate answers they need to place orders on the spot. Customers need access to a Web browser to contact specialists, making the application accessible to all who access the Avnet Web site.

Lotus Sametime Saves Avnet Money and Time

In addition to savings in bandwidth and storage as a result of reduced e-mail traffic and a reduction of long distance phone charges, Avnet estimates that Lotus Sametime saves each of its 650 employees minutes a day by eliminating phone tag and providing employees with another means of communication when their phone lines are tied up for conference calls. Lotus Sametime has also increased the efficiency of Avnet technicians in the field. With Sametime's presence awareness feature, technicians can instantly determine who is available in the office and quickly obtain answers to technical questions without having to access e-mail or make telephone calls.

Lotus Sametime Helps Secure Avnet's Corporate Information

With Sametime, all communication goes through Avnet's servers and firewalls, and there is no direct connection between an internal and external PC, increasing effective security. In addition, the level of control that Avnet has over its Sametime application has allowed the company to customize and incorporate Sametime into other business applications, such as its technical support site. "Lotus Sametime was the only instant messaging solution that we considered that gave us the degree of security and direct control that we demand," said Stuttard of Avnet.

"Many companies have realized the benefits of using collaboration technologies such as Lotus Sametime for internal communications. Through its use of Lotus Sametime for improved customer service, Avnet has entered a select group of companies that are thinking a step ahead and really utilizing this technology to its full potential across the extended enterprise," said Michael Loria, Director of Advanced Collaboration at Lotus Software. "With its advanced security and presence awareness features, Lotus Sametime is the ideal solution for fostering a higher level of communication across employees, business partners, customers and suppliers in corporations of all sizes."

About Lotus Software from IBM

Lotus software from IBM sets the standard for truly innovative software and services that reflect the brand's unique representation of the new ways individuals and businesses work together to achieve success. Lotus software is further redefining the concept of conducting business through practical Knowledge Management, e-business and other ground-breaking ways of connecting ideas, thinkers, buyers, sellers and communities around the world via the Internet. Lotus software is marketed in more than 80 countries worldwide through direct sales and extensive Business Partner channels. Please visit www.lotus.com.

Lotus and Sametime are trademarks or registered trademarks of Lotus Development Corporation and/or IBM Corporation in the United States, other countries, or both. IBM is a trademark or registered trademark of IBM Corporation in the United States, other countries, or both. All other trademarks are owned by their respective companies.