BancTec Selects PointServe to Redefine Service Delivery Process for High-Tech Equipment Repair.

Business Editors

AUSTIN, Texas--(BUSINESS WIRE)--Aug. 7, 2002

Optimization Technology Raises Competitive Advantage for

Industry Leader, Speeds Repairs for Computer & Network Equipment

BancTec, Inc., a worldwide systems integration, manufacturing, and services company, announces its selection of PointServe, Inc. to re-engineer its service supply chain through the use of leading edge optimization technology.

The two companies are innovating to dramatically improve the service scheduling and delivery process for BancTec's Computer & Network Services (CNS) division. BancTec CNS provides repair and deployment services for major computer equipment manufacturers, computer retailers, Information Technology Outsource service providers, and customers requiring direct support solutions. The solution, which incorporates modules from PointServe's Enterprise Service Optimization (ESO) suite, will restructure the way BancTec CNS does business with its customers and partners - delivering substantial benefits such as reduced operating costs, improved technician utilization, a streamlined service delivery process, and enhanced scheduling convenience for their customers.

PointServe's ESO solution will extend BancTec's existing SAP system with advanced optimization capabilities delivered via a hosted web services model. The implementation and resulting benefits will ensure that BancTec maintains its leading edge in the highly competitive hardware services market. In addition, PointServe's ESO solution for BancTec lays the groundwork for closer collaboration with BancTec's Original Equipment Manufacturer (OEM) service partners, enabling these partners to intelligently schedule BancTec resources in real-time. The result is a single touchpoint for scheduling, which further enhances the customer experience and eliminates the costs associated with multiple customer contacts for all constituents across the extended service supply chain.

"We were impressed by the customization capabilities of PointServe's product and the partnering approach that PointServe employs - their drive to identify, understand, and meet our specific business goals." says Mark Spire, SVP and General Manager of BancTec CNS. "The flexibility offered by PointServe's solution will assist BancTec in maintaining and increasing our market-leading position in terms of customer responsiveness and satisfaction, while better positioning us in the cost-conscious markets of today and tomorrow."

"PointServe's selection by BancTec validates our ability to improve even the best enterprises with the finest customer service reputations and most cost-effective operations," says Ed Powell, CEO of PointServe. "We're excited to be working with BancTec and are confident that the ESO solution implementation will yield considerable operational savings."

According to a June 2002 hardware service benchmarking study by Gartner analyst Eric Rocco(a), labor and salary expense is the single biggest cost component of an on-site service visit, accounting for over half of the operating expenses per visit for hardware service companies. It is critical that such companies find ways to reduce spending in these areas and maximize the productivity of existing field personnel.

Through service supply chain optimization solutions like PointServe's, BancTec and other hardware service companies can keep operating costs to a minimum while improving the customer scheduling experience and the quality of service delivery.

The ESO solution for BancTec is being implemented through a phased Business Release approach, an iterative solution delivery process that delivers value in a low-risk manner. This deal opens a new field service market for PointServe, a company that has delivered significant value through service supply chain optimization in the broadband and utilities industries.

About BancTec

Established in 1972, BancTec Incorporated today has over 4,000 customers worldwide and revenues in excess of $530 million. The Computer Network Services (CNS) division executed over 800,000 service dispatches in 2001, and is on track to conduct nearly one million this year. BancTec has 242 service centers nationwide that are staffed to directly cover 98% of all zip codes. The company provides a wide range of deployment, on-site and depot repair services for major computer equipment manufacturers, computer retailers, Information Technology Outsource service providers, and customers requiring direct support solutions. BancTec is on the Web at www.banctec.com.

About PointServe

PointServe is a leading provider of service supply chain management solutions that enable companies to optimize the economic performance of their entire service supply chain - from demand forecasting and resource planning through customer appointment setting to service technician scheduling and dispatching. PointServe's Enterprise Service Optimization (ESO) suite combines planning, optimization, and execution modules into a single, integrated suite that synchronizes real-time decision-making between service supply chain management functions. ESO solutions provide enterprises with substantial gains in operational efficiency, as well as significant incremental revenue through improved customer retention and increased customer satisfaction. These major benefits provide PointServe clients with rapid, tangible ROI, a critical differentiator in today's difficult economic environment. Optimization through ESO provides a crucial competitive edge for leaders in broadband, utilities, and technology, such as Southern Union Gas and Time Warner Cable. PointServe is on the Web at http://www.PointServe.com.

(a) Eric Rocco, "Benchmarking Hardware Service Operations, 2002",

Gartner Group Report (June 28, 2002).

BancTec is a registered trademark of BancTec, Inc.

PointServe, Enterprise Service Optimization, and ESO are trademarks, service marks, or registered trademarks of PointServe, Inc.