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Cynocom Corporation Completes Survey of Fortune 1000 Companies
Posted: 5/24/2002

Posted By: Cynocom Corp. Contact: John Calia
Phone: 561-862-0086 Email: jcalia@cynocom.net

Boca Raton, Florida – May 24, 2002 - Cynocom Corporation, a leading provider of eSupport web services and software products, today announced the results of its survey of the Fortune 1000 companies. The survey was designed to determine how effectively major corporations provided service and support to their customers via their websites. Cynocom found that a significant minority - only 29% of Fortune 1000 companies surveyed - responded to requests for product information, customer service or information about the company’s programs, such as business alliances, distributorships or dealerships. Of those who responded, only 69.9% responded accurately to the request that was made.

The survey also measured timeliness of response. 54% of respondents replied on the same day as the submission of the request. However, most same day replies were automated or computer generated responses expressing thanks for submission and promising a complete response after the request was reviewed. Despite the promise of that message, 14% never followed up with another communication. 20% of respondents replied within one business day; 7% in two and 19% in three or more days.

Cynocom president & CEO, John Calia, commented, “It’s amazing how many companies have not invested in the simple solutions available to provide great customer service over the web. Many of those same companies have invested millions in technology to manage their call centers, a more expensive means of communicating with the public.” Cynocom provides a service called iAsyst, used by Fort Lauderdale based Citrix Systems, Inc. and others, to ensure that customer requests submitted via the web are routed to the right person and responded to timely and accurately.

The survey singled out the Banking industry as having the best overall response, with 42 companies in the Fortune 1000, all but 6 responded and the 35 of the 36 respondents did so within one business day. Surprisingly, the computer, data services and equipment sectors responded poorly. Of 55 companies in those industries, only 17 responded at all, although those who did respond did so accurately and within one day.

In summary, only 190 or 19% of Fortune 1000 companies responded to requests submitted through their website accurately and 163 or 16% responded accurately within one business day.


About Cynocom

Cynocom provides software products and web services that help organizations effectively to manage complex communications channels. The company delivers a suite of customizable solutions that enhance efficiency and productivity for IT support and helpdesk functions, as well as for the extended enterprise including sales, customer service, and customer relationship management.

Through its flagship products iAsyst and iRelay, Cynocom leverages the power, scalability and ubiquity of the Web to ensure frictionless communication among multiple, distributed entities. Cynocom complements and adds value to existing CRM and help desk solutions, and enables clients to achieve rapid time to market and lower cost of ownership while significantly enhancing efficiency and productivity. Cynocom also offers professional services to provide complete, end-to-end eSupport solutions. Visit www.cynocom.com








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