Octane Software Delivers Next-Generation Customer Care to Autoweb.com

13 December 1999

Octane Software Delivers Next-Generation Customer Care to Autoweb.com
Octane 99 Helps Drive Sales, Service and Marketing at Leading E-Commerce Site

    SAN MATEO, Calif., Dec. 13 Octane Software, Inc.(TM) today
announced that Autoweb.com , the leading consumer automotive
Internet service (http://www.autoweb.com), has selected the Octane Internet
Relationship Management (iRM) suite to ensure that consumers and member
dealers receive world-class sales and customer support. The software will be
used by Autoweb.com to integrate the delivery of call-center customer service,
Web self-service, sales interactions, and outbound e-mail marketing campaigns
among consumers, member dealers and other commerce partners.
    After evaluating the traditional client server-based CRM products,
Autoweb.com chose to partner with San Mateo, Calif.-based Octane Software to
replace its internally developed sales and customer support applications, and
integrate these with its financial and marketing systems. The only
relationship management application built on a Web-centric architecture
specifically to meet the needs of Digital 1000(TM) companies, the Octane
system offers the flexibility and scalability to meet Autoweb.com's business
needs during its rapid growth. Autoweb.com is working closely with Octane's
Professional Services Group on the implementation.
    According to David Greene, vice president of Sales and Dealer Network
Operations at Autoweb.com, "Many companies have point-in-time solutions that
meet their needs today. However, with the speed at which e-commerce changes,
we determined that it was critical to have a partner with a robust solution
applicable to current business realities, which could adapt instantly to
changing market dynamics and be equally valuable at every stage of our
    The Octane deployment will enable Autoweb.com sales representatives to
quickly and easily manage all interactions with its network of member dealers
across multiple communication channels (e.g., Web, e-mail, phone). According
to Greene, "It is our job to ensure that consumers receive the best on-line
automotive buying experience available, anywhere. Fundamental to this is
continuing to provide our network of more than 5,000 top quality member
dealers with the tools they need to be successful. With Octane, we are using
cutting-edge technology to provide elegant solutions for member dealers
wherever they stand in the technology spectrum."
    For example, a consumer interested in buying a car can enter the
requirements on the Autoweb.com site to initiate a purchase request. The
request is captured and sent to the Octane system, where an Autoweb.com sales
representative manages the opportunity through its various stages, including
qualification and delivery to an appropriate member dealer. Through a single
interface, Autoweb.com sales representatives will be able to view the entire
customer history of interactions across multiple communication channels. This
makes the sales representatives more efficient and the customer experience
faster and easier. At the same time, the system provides robust Web
self-service and e-mail management capabilities. Throughout the process, the
Octane application collects valuable customer data used for e-mail marketing
campaigns, forecasting business intelligence analyses, consumer experience
personalization and data mining.
    "With an increasing number of consumers shopping and researching big
ticket items online, iRM is playing a greater role in e-business success,"
said Rob Loughan, senior vice president of worldwide sales and service at
Octane Software. "Autoweb.com is a company that puts the customer first and
responds to their needs. We applaud their management and technology team for
looking at the long-term benefits of partnering with a company like Octane
that shares the same vision for next-generation customer care."

    About Autoweb.com
    Autoweb.com is the leading consumer automotive Internet service, guiding
consumers through every stage of vehicle ownership. From research and buying,
to enjoying, maintaining and selling, Autoweb.com delivers what consumers
want. Starting with comprehensive, unbiased automotive research, Autoweb.com
also provides many options to buy new and used autos through its auction,
dealer referral and direct-to-consumer commerce channels. Autoweb.com works
with over 5,000 Member Dealers and other commerce partners to provide the best
experience at every stage of vehicle ownership. For more information, please
visit http://www.autoweb.com.

    About Octane Software
    Octane Software, Inc. is the leading provider of Internet Relationship
Management (iRM) applications and infrastructure, tailored for the success of
today's electronic businesses -- The Digital 1000. Built by a team of
electronic customer relationship management (eCRM) industry experts, Octane is
focused exclusively on providing its Digital 1000 customers with real-time,
interactive customer care to compete in the new e-business economy. With
Octane, fast-moving companies are experiencing increased customer acquisition
and retention, along with improved operating efficiencies and greater
competitive power. Octane's customers include leading e-businesses such as Ask
Jeeves, Critical Path, e-assist.net, SEND.COM and Switchboard.com.
Headquartered in San Mateo, Calif., with sales offices in Atlanta, Boston,
Chicago, Phoenix and London, Octane can be reached toll free at 877-4OCTANE,
via e-mail at info@octanesoftware.com, or on the Web at
    NOTE:  Octane, Octane Software, and Digital 1000 are trademarks of Octane
Software, Inc. Other company and product names used in this publication are
for identification purposes only and may be trademarks of their respective

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