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From Press Reports

MATRAnet, Inc., a provider of eCRM solutions, announced this week that online comparison-shopping service DealTime is using the e-mail management component of MATRAnet's M>WebTouch customer interaction software to expedite responses to customer inquiries.

M>WebTouch's ability to automatically and intelligently distribute e-mails to
agents and accompany each e-mail inquiry with a complete customer history has shortened DealTime 's average response time and allowed them to provide priority handling for their most valuable customers. The solution also enabled DealTime to process a record number of requests during the 2000 holiday season without adding extra resources.

"Before we implemented M>WebTouch, all e-mails had to be routed to a single agent," said Steven Aaronson, Director, Customer Support, for DealTime . "Now, by using MATRAnet's software, we can distribute messages to multiple agents as soon as they become available which has significantly increased our efficiency and response time to email inquiries. Customers regularly compliment us on our responsiveness, and that kind of satisfaction builds customer loyalty as well as repeat business."

The e-mail inquiries that M>WebTouch helps DealTime manage typically involve customer requests for assistance in locating specific products on DealTime's comparison- shopping site, which, according to Media Metrix, ranked as one of the Web's top 5 Gaining Retail sites for the 2000 holiday shopping season with a 137% increase in traffic over the 1999 holiday shopping season. M>WebTouch's role in expediting e-mail responses helps DealTime ensure that shoppers pinpoint desired information before they take their business elsewhere.