Butterfields Auctioneers Selects Neotonic's eCRM Solution To Provide Superior Online Customer Service.

Business Editors/High-Tech Writers

SAN FRANCISCO--(BUSINESS WIRE)--Nov. 13, 2002

West Coast's Leading Auction House Aims to Strengthen Customer

Relationships with Increased Email Efficiency and Personalization 

Neotonic Software, the leading provider of mid-market eCRM solutions, today announced that Butterfields Auctioneers, the West Coast's leading auction house, has implemented Neotonic's Trakken as its online customer service system. Trakken's advanced email response management features, integrated Knowledge Base and reporting and analytics functions will enable Butterfields to significantly streamline customer service efficiency, reduce costs and provide superior customer service quality.

"We selected Neotonic for its high performance, reliability, and ability to scale to peak volume times around auctions," said Barbara Stephenson, Director of Client Services at Butterfields. "Another important distinction for us is that Trakken is really designed around agent efficiency and ease-of-use. This helps improve the response times and service quality of our existing agents, but also helps new and part-time agents get up to speed very quickly, easily, and with little training."

"Live auctions demand an impressive amount of high-touch customer service, and we're happy to see Butterfields meeting that need with Trakken," confirmed David Jeske, President of Neotonic.

Neotonic's email response management system will enable Butterfields to more efficiently and accurately track and respond to any volume of customer inquiries. Flexible queues and routing rules help ensure that email gets to the agent who can service it most effectively. Instantly available customer and interaction history across all contact channels will also support agents to quickly and easily stay on top of each customer request, and provide a high level of personalized service tailored specifically to Butterfields' international pool of high net worth clients.

About Butterfields Auctioneers

Butterfields, West Coast auctioneers since 1865, was acquired by international fine art auctioneers Bonhams in August of 2002. The full service firm is one of the world's most successful fine art auctioneers. Butterfields galleries are located in San Francisco and Los Angeles with affiliated offices across the globe. Butterfields has attained world record prices in multiple collecting categories and offers a host of appraisal and auction services. Real-time bidding via the Internet has become a standard in the company's auctions and online illustrated catalogs, sales schedules and information on collecting are available at www.butterfields.com.

About Neotonic Software

Neotonic provides high performance eCRM solutions to the mid-market. Trakken, the company's next generation email response management solution, improves the efficiency and effectiveness of web-based customer contact centers by enabling support agents to provide faster and more personalized customer service. Trakken is a complete email management solution and includes a suite of email response and management tools, an integrated Knowledge Base, robust reporting and analytics, web Self-Service, flexible email queues and routing rules, and a unique dual-pane user interface.

Neotonic was founded in 2001 and is a privately owned company based in San Francisco, California. Neotonic's customer base represents a wide range of companies including Google, Ex Impact Technologies and The Gator Corporation. For more information please visit www.neotonic.com.