CUSTOMERS

"With FrontLines Global Support we have improved service to our customers. Its issue handling abilities coupled with the knowledge and customer portal has proven to be of high value to our client base."

"From a personal aspect, what I have found best about FrontLines Global Support is its ease of use, flexibility and configurability which has provided me with the ability to quickly and efficiently define and adapt business rules and workflows to meet both client and corporate needs. You definitely have a friend here with regards to your software!" - Jorge Delgadillo, Customer Support Manager, BridgeWave Communications, Inc.

1. Improved and consistent format for collecting and managing data as related to returns of all product lines.

2. Simple on-line access (24-7) for getting an RMA, as well as, customer ability to check updated status on-line and review repair details for all of their returns created on their RMA account. The 24-7 web RMA tool reduces time spent manually assigning RMA's over the phone.

3. The web based RMA tracker simplifies international requests for returns. International customers no longer must leave a message and wait for a response. This reduced the time to get an RMA drastically for these customers and reps.

4. Automatic emails allow the customer to stay informed and enable the factory to be consistent in supplying correct shipping address and required return documentation.

5. Automatic email confirmation of receipt of customer device at the repair facility keeps the customer informed and saves them from calling to verify receipt of package.

6. There is an automatic notification of completion of repair with an attached repair status summary.

7. The RMA generated Status Summary has replaced an inefficient and unprofessional looking carbon copy. It also prints directly from the RMA database. This is a great improvement with a more professional looking document. Once again, consistent quality documentation.

8. The RMA system allows simple handling of multiple returns. Customer receives a single RMA # for any number of returns.

9. All device returns are more efficiently tracked through the returns process.

10. The system allows us to be the Administrator of the tool. This allows for greater flexibility to meet changing needs.

11. We have been able to input into the infrastructure of the product and have readily added the resulting enhanced features as they have become available.

12. The FrontLines database supplies a rich, detailed history, of each and every RMA which is leveraged to better serve our clients. The availability of a complete returns database allows improved tracking of metrics and other data needed for measuring and improving our process.

We have a 100% adoption rate within our client and field rep base. RMA efficiency has greatly improved." -George Durie, RMA Project Manager, Brooks Instrument, Inc.

Frontlines was very easy to configure and setup, and our "go-live" went flawlessly. Configurability is one of Frontlines' strong points - it was very easy for us to setup the system to match our process flow, which allowed our existing service people to come up to speed quickly.

Being a web-based solution makes it very easy for customer access as well as for remote development. The ability to setup custom data fields that can be used for data logging and performance metrics has been very powerful. From that we can monitor and report on activity in all of our key areas.

There were several pleasant "surprises" after we went live. We found customers extremely pleased with the automated emails updates and remote visibility that Frontlines allows - in particular international customers, who always felt a little disconnected because of time zones differences. Another pleasant surprise was the history tool, which allows users and administrators to track activity during RMA and incident processing. This turned out to be an important tool for training operators. Individuals could track back and see what they did wrong, and administrators could determine areas that needed further training. Finally, I have been very pleased as to how efficient it has made our group and how it has enforced an organized structure on our operations. Our business activity has doubled in the last six months and because of Frontlines we have not had to add any additional service personnel.

I want to strongly recommend KJR Netlinks for the excellent support they provide and their desire to work with their customers to evolve and grow their product. We have worked with them to add several new features to help our needs and their customer base. They have been easy to work with, flexible, very responsive and very reasonable. A very positive experience compared to others I have had in the past with large database tool providers." - Bob Miller, VP of Technical Services, Socket Mobile, Inc.

"FrontLines Returns provides a paper-trail that has allowed us to pass audits on our returns management process that we must pass since we are a publicly-traded company. Before FrontLines it was very difficult for us to get the needed documentation to pass the audits. With FrontLines it is a snap."

"FrontLines Returns allows us to meet the audit requirements of Sarbanes-Oxley to show that the returns management and billing process for repairs has the oversight and approval of executives in our company."

"FrontLines Returns has greatly reduced phone calls and emails from our distributors (over 100) on how to returns products, get RMA numbers, and queries on the status of their RMAs. Once a distributor is introduced to FrontLines they never call us again - they use FrontLines Returns to get all their answers on how to get RMAs and return products and to track the status of their returns."

"The workflow runs flawlessly keeping everyone informed via emails - distributors and our service reps at each stage of the return." - Mike Demers, RMA Supervisor

"Time is saved throughout the entire return process and we have recorded a significant reduction in the man hours required to handle each return. Returns are now processed quickly and efficiently and both clients & internal staff have indicated increasing satisfaction with the FrontLines Returns solution."

"Getting Purchase Orders has also, become much easier and efficient. Purchase Orders which have taken up to 3 weeks to receive in the past are now being received much quicker - some within minutes - through utilization of the FrontLines Quoting system. Weeks as compared to minutes!'

"Another interesting aspect of FrontLines has been its flexibility. Changes in procedure which would have been difficult to accomplish in the past are now quickly configured within FrontLines. There have been quite a number of changes in procedure over the last 6 months and all have been easily configured within the system, without the need for programming expertise. As well, when there has been a requirement to customize the solution to meet some of the unique RMA processing needs of Simco, the development team at FrontLines has been extremely quick and effective with implementing successful solutions."

"As I said the more we use it - the more we like it and I am actively recommending the use of FrontLines Returns to the other divisions within Illinois Tool Works." - Wayne Zimmerman, Quality Control Manager, Simco Industrial Static Control (ITW)

"Smooth is another word I would use to describe FrontLines Global Support. Our clients can see exactly what is happening with their returned units and the people who need to be kept informed throughout the return process are done so automatically and seamlessly. The result has been satisfied clients and no more fire fighting issues to resolve."

"Virtually paperless is another key phrase I would use when describing FrontLines Global Support. Prior to FrontLines we had 20 separate forms traveling around with each return now there is only 1. Myself or anyone on my team can be anywhere in the world and access all the information they need about the servicing of any unit with just a few key strokes. Now, with some recent enhancements we requested, our customers have online 24/7 access to their calibration certificates. If it is lost or destroyed they can simple print a new copy."

"Empowering is the final word I would use to describe my experience with FrontLines Global Support. I can now create a report on all Issue and Return activity within just a few moments which in the past would have taken hours or even days to produce. When I go to department meetings I now provide hard data to back up customer support issues. Our knowledge center InfoChange has been expanded to include our multi language data sheets. This has been very well received by international customer base. When our customers need to find something all they have to do is search knowledge base."

All in all we have enjoyed great success with FrontLines Global Support. - Bob Turnbull, Technical Service Manager, Instantel a Division of VeriChip Corporation.

We engaged Frontlines' to utilize their Frontlines Returns web based RMA system for the Two Technologies' eRMA Process. Our eRMA implementation has allowed us to reduce paperwork, increase customer responsiveness and allow better, more consolidated reporting then our previous ad-hoc full custom system. A strong area is the ability for our sales and technical support staff to view client's service status on their own. Another key area is that the ASP model means very limited IT support from Two Technologies.

Almost all of our customer's have given positive feedback to the system. As with any new system, there is a learning curve and the inevitable resistance to change. We feel that the customization that Frontlines Return product gave us allowed us to keep these types of issues to a minimum.

Frontlines Returns has allowed us to bring a level of IT automation to our business with a minimum of deployment and service costs as well as a short implementation cycle." - Eric Eckstein, President, Two Technologies, Inc.

"I found FrontLines Returns very easy to use and install. There was no programming experience required. With its configurability we were able adapt FrontLines to fit our business rather than adapt our business to fit the software.

Ultimately though it comes down to how customers have reacted to FrontLines Returns and feedback has been consistently quite positive.

I have become a definite believer in the effectiveness of Hosted ASP services for Returns Management." - Brian Bacon, Executive Process Consultant for Two Technologies, Inc.