NEW LOTUS NOTES CUSTOMER RESPONSE CENTER AND SALES AGENT INFORMATION
SYSTEMS FROM THE CAMBRIDGE SOFTWARE GROUP

NEW YORK NY, June 28 1994 - The Cambridge Software Group today announced
two Lotus Notes applications designed to increase sales and improve
customer support: A Customer Response Center for organizations who want to
increase their value to their customers and a Sales Agent Information
system for mobile and in-house sales forces who need to communicate
information with their organizations, in their own way.

The Customer Response Center is a construction set for building help desk
and response center applications for Lotus Notes Release 3.x. It includes
a set of pre-designed, interconnected Notes databases which track
incidents, personnel, products and assets. Incidents are classified,
prioritized, assigned, and tracked to resolution. Assets are classified,
characterized and assigned to people or organizations. A hierarchical
central directory tracks organizations and personnel. Organizations can
have up to three levels and multiple sites. Personnel are classified
according to where they work (e.g., personnel within those organizations,
suppliers, in house personnel or response center personnel); their
location, roles, skill sets etc. Clients can be proactive participants
with their own incident tracking database. Notes mail and replication are
used extensively for incident and asset assignments, notifications and
attachments.

Through Notes, the system is highly scalable. It can function as a simple,
stand-alone response center on a single workstation or as a global,
multi-tiered, widely distributed groupware application, supporting
thousands of participating clients.

Peter Hawtrey, Director of Consulting Services, commented, "Support centers
today need far more information than they are getting from traditional
help desk systems. They need access to their company's resources through
Email and information sharing technologies like Notes replication. They
need precise information about the equipment and services that have been
deployed to their customers. And they need mechanisms for tracking the
constant movement of assets, personnel and services. Our goal is to
provide the system that Notes users can use to efficiently leverage the
resources of their organizations to better serve their customers needs."

The Sales Agent Information system is a snap-in program for Notes users who
need to provide their sales forces with an information system for tracking
clients through a sales process that involves gathering and disseminating
data from a central Notes database.

For example, sales leads are fed from a central Notes database to
individual salespeople. Each agent system accepts and processes the leads.
New information collected by the sales agents is automatically replicated
back to the central Notes database for analysis and decision support. The
agent's schedule and time can also be replicated.

The client system includes a complete mobile sales management system with:

- Extensive, drill-down custom database
- Daily, weekly and monthly scheduling
- Daily planner
- Time tracking by project or campaign
- Notes synchronization and replication
- Notes access control, security, encryption and management
- Automatic dialing
- Custom, integrated sales process

Through Notes, the system is highly scalable. It can function as a simple,
stand-alone sales information system on a single workstation or as a
global, multitiered, widely distributed groupware application, supporting
hundreds of sales agents.

Pricing and Availability

The Customer Support Center is $995 per Notes server, and the Sales Agent
Information System is $100 per Notes client. Both will be available this
fall. All products support Notes Release 3.x.

Cambridge Software Group Inc
101 Rogers St, Suite 406
Cambridge, MA 02142
617-577-0600,  fax 617-577-0602

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