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Press Release
FOR IMMEDIATE RELEASE
Sento Corp. Cuts Costs, Improves Customer Service for Xactware through eService Center
Launched in April 2001, eService Center Providing a Significant Return for Xactware and its Customers
AMERICAN FORK, Utah - Aug. 6, 2003 - Sento Corporation (NASDAQ: SNTO) a leading provider of integrated, multi-channel customer support, has helped Xactware, Inc. of Orem, Utah improve its key customer support goals through the creation and support of a customer eService Center. For Xactware, a major supplier of estimating software for the insurance and remodeling industries, this meant decreasing the overall cost of supporting its software, while increasing the service given to its customers.
Developed in conjunction with Sento, the eService Center at eservice.xactware.com has helped reduce phone support wait times for Xactware customers by 75 percent. Most importantly, the eService Center has provided Xactware customers with a variety of self-support options that were previously unavailable.
Xactware customers can find the answers to their support questions around the clock using the online support options of the eService Center, including:
- 24/7 Live Chat Support - Real-time help via Text Talk from support technicians.
- Self-Help Support - Answers to frequently asked questions.
- E-mail Support - Quick answers though regular email.
- User Forum Postings, answers, opinions, and tips with other Xactware customers.
- Helpful Downloads - The latest service packs, forms, keyboard short-cuts, and more.
- Important News - The latest customer-only product news and announcements.
- Tip of the Week - A new product tip each week.
Sento's Customer Choice Platform™ — a support model that guides the customer to a series of solutions and at every juncture, offers the option of live support if needed—was applied to the creation of Xactware's eService Center. Sento maintains that if the customer can get a good solution, they'll choose the self-service alternative and will feel good about having done so.
"Xactware's customers know the value of high-quality, affordable and flexible customer support and for the past two years have been able to rely on Xactware's eService Center 24 hours a day, 7 days a week for their technical support needs," said Chris Wells, senior vice president of sales for Sento. "We have been able to provide them with a customer support solution that is as advanced and customer friendly as their estimation software and Internet technology."
"We can definitely say it has represented an increase in service while providing a significant savings in overall cost," says Jim Evans, vice president of operations for Xactware. "We've realized a 30 percent savings in at the cost per issue level, allowing us to offer a broader range of support options, and increase our support hours from 12 hours per day, 5 days a week to 24 hours per day, 7 days a week, all without increasing the price of our software. But the real accomplishment is knowing that our customer's entire support experience is one that they can own and enjoy, according to their preferences."
For more information about Sento's Customer Choice solutions, or for a downloadable copy of the Xactware case study, readers can visit Sento's Web site at www.sento.com.
SENTO PROFILE
Sento Corporation (www.sento.com) is one of the industry's most innovative providers of outsourced customer support services. Sento employs right channeling to create custom solutions that integrate live support with the company's best-in-class software solutions. Sento's Customer Choice PlatformSM allows customers to make choices in communication channels from a range of web-enabled self-service options with live support available at every critical point. Sento focuses on the inter-relationship among voice, chat, email, self-service and web forums. Sento targets its customer acquisition, customer service and technical support solutions to a diversified portfolio of clients in multiple vertical segments. Sento's solutions can provide value-added customer support at significant cost reductions when compared to other, traditional outsourced models. With operations in the U.S., The Netherlands, and France, plus partnerships in India and other low-cost regions, Sento provides customer support in 19 languages.
FORWARD LOOKING STATEMENTS
Statements in this press release, which are not purely historical, are forward-looking statements within the meaning of the Private Securities Litigation Reform Act of 1995. Such statements encompass Sento's beliefs, expectations, goals, hopes or intentions regarding future events. Words such as "expects," "intends," "estimates," "believes," "anticipates," "should" and "likely" also identify forward-looking statements. All forward-looking statements included in this release are made as of the date hereof and are based on information available to Sento as of such date. Sento assumes no obligation to update any forward-looking statement. Actual results could differ materially from those anticipated for a number of reasons, including, among others: the Company's stock price has historically been volatile; difficulties encountered in post-acquisition integration and operation of the acquired assets including retaining existing clients of the acquired company; variations in market and economic conditions; the effect on the Company's earnings of the repricing of options; the Company's dependence on its limited number of key clients; failure to renew existing client contracts for continuation of services; reduction in services requested by the Company's clients resulting in lower revenues for the Company; the Company's ability to complete negotiations and execute client agreements; risk of emergency interruption of the Customer Contact Solutions operations; and other unanticipated factors. Risk factors, cautionary statements and other conditions, which could cause actual results to differ from the Company's current expectations, are contained in the Company's filings with the Securities and Exchange Commission, including the Company's Annual Report on Form 10-KSB, as amended.
Contact:
Patrick O'Neal
President, Chief Executive Officer and Director
Sento Corporation
801-772-1417
pat_oneal@sento.com
Anthony J. Sansone
Chief Finance Officer and Corporate Secretary
Sento Corporation
801-772-1410
tony_sansone@sento.com
Brokers and financial industry members
Laurie S. Roop
President, Shareholder Relations
435-652-3884
laurie@shareholder-relations.net
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