June 28, 2001 - Chordiant Software Inc. (NASDAQ: CHRD), a leading provider of unifying
customer relationship management (CRM) solutions, and Ownhome, Britain's first call
centre-based estate agency, announce the successful implementation of the enterprise-wide CRM
Launched in July 2000, Ownhome is backed by two of the UK's largest and most respected
companies - Liverpool Victoria, the UK's largest Friendly Society, and Accenture, the world's
leading provider of management and technology consulting services and solutions. Recognising
an opportunity in the property market, Ownhome deals directly with customers through local
field teams and a customer contact centre, instead of through an expensive and unnecessary
high street branch network. By using the latest technology, including a website, and by
dealing direct, Ownhome is able to pass on considerable savings to its customers, stay open
longer hours, and offer a level of service not generally associated with traditional agents.
In February 2000, Ownhome selected Chordiant to provide its e-business and customer
interaction software. In the first release, Ownhome have focused on property in the
Manchester and Brighton areas, a project which required a 30 seat call centre. The pilot has
enabled customers to contact property experts at Ownhome via a variety of channels:
· Internet Channel - Customer access via Web Browser,
· Contact Centre Channel - Customer access via voice, e-mail or fax,
· CSR Channel - Move Managers (experts in arranging the sale or purchase or properties)
access via Call Centre client applications,
· Property Consultants Channel - Property Consultants value properties and access data via a
laptop application called Property Pro whose data is synchronised with that of the call
Chordiant primarily supports the Internet and CSR Channels. Chordiant's call centre
application allows Move Managers and Property Service Representatives to register customers,
arrange property valuations and viewings, match properties to customers requirements and
manage the sale or purchase of a property. The Chordiant powered web site allows potential
customers to search for properties, register their interest, obtain local information and
determine the progress of the sale or purchase.
Ownhome's CEO Kevin Richardson commented: "The intention for Ownhome is to become a national
operation, selling complex products over multiple channels in a critical market, a process
which involves building and maintaining long term customer relationships. At Ownhome we put
our customers first, both in terms of the service we provide and value for money and so, in
order to achieve our business vision, we had several key technology requirements.
"The project commanded a CRM technology and architecture approach - complex workflow and case
management capabilities were absolutely essential. We needed a solution that could offer the
flexibility to build out estate agency functionality, multi-channel support and a track
record that was proven in a call centre environment at predicted volumes. We concluded that
Chordiant was by far the best fit for our needs against these strict criteria and the system
has so far exceeded expectations in terms of stability and up-time."
Sam Spadafora, Chairman and CEO at Chordiant said of the deal: "Chordiant's inherent ability
to write highly customised business processes to meet the needs of each individual customer,
whatever their environment, and our ability to easily integrate with other applications led
to our selection above several key CRM players. Projects such as Ownhome bring to light the
fact that Chordiant is a set of unifying CRM technologies and frameworks that allow
applications to be quickly built without disrupting day-to-day business. Chordiant has been
proven to be a strategic selection for Global 1000 businesses and this announcement with
Ownhome further demonstrates Chordiant's ability to successfully deliver an enterprise-class
Ownhome is backed by two of the UK's largest and most respected companies - Liverpool
Victoria (the UK's largest Friendly Society) and Accenture (one of the world's leading
management consultancies). Putting a potent mix of knowledge and financial strength at your
service. Ownhome is Britain's first direct estate agency and, unlike traditional estate
agents, has no costly branch networks to support and is able to pass on substantial savings
to its customers.
ABOUT CHORDIANT SOFTWARE, Inc.
Chordiant Software (www.chordiant.com) delivers a Unifying Customer Relationship Management
(CRM) solution based on Chordiant's branded platform strategy, the Intelligent Customer
Interaction Management (ICIM) platform. Chordiant's ICIM platform provides highly scalable
building blocks for developing and integrating flexible CRM solutions into customers'
existing enterprise-wide systems.
No matter how consumers choose to communicate with the enterprise - through branch locations,
Web, e-mail, telephone or wireless access - the Chordiant Unified CRM Solution provides a
real-time, single view of each customer and a consistent, personalised process for every
interaction. It includes a comprehensive business process engine, which allows companies to
implement best business practices across multiple touchpoints. As a result of Chordiant's
sophisticated Marketing Automation Business Services, marketers can maximise their ROI
through the creation, execution and refinement of sophisticated direct marketing initiatives
that span both traditional and online channels. Chordiant empowers high-value contacts
designed to retain customers, grow revenue and drive profits during every contact.
In May 2001, Chordiant announced an asset purchase of the Java server technology from
ActionPoint Inc. (Nasdaq: ACTP) for $7.2 million in cash and stock. In addition to the Java
server technology, 20 employees will transfer to Chordiant. The Java server and application
components will accelerate Chordiant's J2EE application development efforts and provide
Chordiant with an HTML/DHTML and Java JSP applications framework.
Headquartered in Cupertino, California, and London, Chordiant maintains regional offices in
Boston; Chicago; Dallas; Manchester, New Hampshire; New York; Brentford, UK; Amsterdam;
Paris; Munich; Sydney and Melbourne.
This news release includes "forward-looking statements" that are subject to risks,
uncertainties and other factors that could cause actual results or outcomes to differ
materially from those contemplated by the forward-looking statements. For this purpose, any
statements contained in this news release that are not statements of historical fact may be
deemed to be forward-looking statements. Words such as "believes," "anticipates," "plans,"
"expects," "will," "would," and similar expressions are intended to identify forward-looking
statements. There are a number of important factors that could cause the results of
Chordiant to differ materially from those indicated by these forward-looking statements,
including, among others, potential difficulties in the assimilation of operations,
strategies, technologies, methodologies, and products of acquired companies; the risk of loss
of key personnel of an acquired company; diversion of management attention from other
business concerns; and business risks including the risk of variations in quarterly operating
results, significant current and expected additional competition, and the need to continue to
expand product distribution and service offerings. Further information on potential factors
that could affect the financial results of Chordiant are included in risks detailed from time
to time in Chordiant's Securities and Exchange Commission filings, including without
limitation Chordiant's report on Form 10-Q for the quarterly period ended March 31, 2001, as
filed on May 15, 2001 and the Annual Report on Form 10-K filed on March 27, 2001.. Also,
statements in this news release related to the expected benefits are subject to risks related
to the timing and successful completion of technology and product development efforts;
integration of the technologies into Chordiant's existing products; unanticipated
expenditures; changing relationships with customers, suppliers and strategic partners; and
other factors described in both the Securities and Exchange Commission fil
by Chordiant with the Securities and Exchange Commission.
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