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CUSTOMER SERVICE BACK ON THE BOARDROOM AGENDA SHOWS ECONOMIST INTELLIGENCE UNIT SURVEY

Core Operations and Customer Service Would Most Benefit from Improved Business Process Management

Uxbridge, UK — September 13, 2004 — FileNet Corporation (Nasdaq: FILE), a leading provider of Enterprise Content Management (ECM) solutions has today announced the availability of new research into business process management conducted by the Economist Intelligence Unit.

The survey shows that boardrooms are focusing upon customer service with 56 percent of senior executives identifying it as their number one priority.

After core operations (65 percent), customer service was also identified as the area that would most benefit from more systematic process management (50 percent). Other areas included supply chain, sales and marketing, product development, finance, accounting and compliance.

55 percent of respondents said that they are evaluating business process management tools.

Stephan Van Herck, senior vice president EMEA, FileNet says, “Companies are looking for ways to increase customer satisfaction and reduce churn. They need to be able to provide customers with faster response times, consistent and convenient services across channels, and greater visibility into transaction status. It is not surprising therefore that the survey identified customer service as one of the biggest drivers for the adoption of Business Process Management (BPM) tools. BPM also gives companies greater insight into customer profitability and opportunities to up-sell or cross sell.”

Graham Parker-Gore, head of customer support at VISA Europe comments; “Customer service has never been more important to VISA Europe. We have invested in systems that ensure high levels of customer satisfaction both in terms of day-to-day service delivery and the handling of queries. Business Process Management tools from FileNet enable the efficient allocation and completion of tasks and provide us with a single view of all customer contact so we can resolve issues quickly and effectively.”

About EIU study

The Economist Intelligence Unit explored the views of 118 senior European executives across more than 14 countries in a survey conducted during May and June 2004. The survey examined how Europe’s corporate leaders view the business processes within their companies, how they manage those processes and the risks associated with them.

FileNet’s ECM: Focused on Better, Faster Decision-Making

As an industry visionary, FileNet believes that above all else, to succeed in today’s competitive business environment requires dynamic and informed decision-making. This requires the right business content be aggregated and delivered to the right people at the “critical moment” when a decision must be executed, so they have all the information necessary to make informed and accurate decisions. Faster decision-making can increase efficiency, improve customer service, reduce costs and ultimately increase profitability. Also, access to the right information at the right time can help employees avoid making poor or uninformed decisions, helping to manage risk exposure.
FileNet’s P8 ECM architecture combines comprehensive process management, integration capabilities and rich content management to drive better, faster decision-making. The company’s entire product line is differentiated by its comprehensive BPM capabilities, which include integrated process simulation, reporting and analytics, enabling customers to optimize business processes in real time.

About FileNet

FileNet Corporation helps organizations make better decisions by managing the content and processes that drive their business. FileNet’s Enterprise Content Management (ECM) solutions allow customers to build and sustain competitive advantage by managing content throughout their organizations, automating and streamlining their business processes, and providing the full spectrum of connectivity needed to simplify their critical and everyday decision-making.
FileNet ECM solutions deliver a comprehensive set of capabilities that integrate with existing information systems to provide cost-effective solutions that solve real-world business problems.
Since the Company’s founding in 1982, more than 4,000 organizations, including more than three quarters of the Fortune 100, have taken advantage of FileNet solutions for help in managing their mission-critical content and processes.
Headquartered in Costa Mesa, Calif., the Company markets its innovative ECM solutions in more than 90 countries through its own global sales, professional services and support organizations, as well as via its ValueNet® Partner network of resellers, system integrators and application developers.


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