CONCIERGE BRINGS HELP TO THE HELP DESK

Introducing the most powerful, flexible, friendly, and fast Windows help
desk software ever

(Orem, UT) -- If you've ever called a company for service or support and
sat on "hold" waiting for an operator or answer, you know the importance
of fast, efficient customer service. What IDP software understands is that
fast, efficient answers are critical to gain and keep a customer's loyalty
for life. Poor support costs companies millions of dollars every year in
lost customers and revenue. That's the reason for Concierge: The Ultimate
Help Desk for Windows.

A turnkey solution

Concierge is the single turnkey solution to most companies' customer
service and support woes. Concierge puts all the answers to commonly
asked, and even not-so-commonly asked, questions on line. Instantly and
with pinpoint accuracy, Concierge delivers the answers to the customer
service rep who then passes them on to the pleasantly surprised customer
by phone or fax. And it does it all with a couple of keystrokes and the
click of the mouse. There's no more fumbling through the pages of clumsy
"black binders" while customers boil to the beat of Montavonti's greatest
hits-on-hold.

That's great news for the customer, and even better news for the company.
Faster service means more customers served. More customers served means a
lower cost-per-cust. And lower costs and happier customers mean a
competitive edge and a better bottom line. And of course, Concierge is
equally accommodating for internal support needs.

Powerful, Versatile, Easy to Use

Among its most appealing features, Concierge sports an attractive and easy
to use front end. Service reps can log the call, identify the problem by
product, feature, or other user-defined criteria, and query the knowledge
base for solutions from the Problem/Resolution screen. Answers to the
customer's question are then displayed in a separate window simultaneously
or via full screen toggle. If the information is too detailed to give over
the phone it can be on it's way via fax with a single click of the mouse.
There's no more standing in line at the copier or fax machine. And, if a
reg encounters a problem that requires more research or someone else's
expertise, they can automatically forward the request via E-mail using
Concierge's Transfer function, all from the same screen. Concierge
supports MAPI, MHS and VIM E-mail standards. "It's better than magic!"
exclaims IDP President and Concierge designer, Steve Nickle. "It's real!"

"Suddenly your support people don't have to be experts," Mr. Nickle says.
"That can save an enormous amount of training time. Essentially, if they
can press a few buttons, answer a phone and read, they can succeed because
the collective expertise of the entire company is at their fingertips.
That may be a slight over simplification, but you get my drift."

The Folio VIEWS Advantage

Concierge's powerful "infobase" search and retrieval capabilities are
driven by Folio VIEWS award-winning electronic publishing software. VIEWS
is one of the most widely distributed and powerful electronic publishing
packages on the market. It is used by notables such as Word Perfect,
Nintendo, Novell, Aetna Life and Casualty, and hundreds of other major
corporations for on-line manuals, help desk, and other information and
communication needs. But Concierge is a stand-alone enhancement. Unlike
other help desk packages that do require additional software to run, the
full power of Concierge is in the box, although it will interface easily
with other VIEWS info files.

Thanks to VIEWS technology, Concierge's knowledge base is extremely fast
and dynamic. Information can be "indexed" using menus or "trees" or search
dynamically by any word, phrase or group. It even allows full boolean
searching with inclusive and exclusive qualifiers. Concierge's unlimited
capacity allows for an ever-expanding knowledge base too. As new problems
and resolutions are found, the can be added to the knowledge base and
distributed throughout the organization instantaneously. And there is no
degradation in performance as the knowledge base grows. Users can also
personalize it with highlights, pop-up notes, and "bookmarks."

Dynamic Database and Productivity Management Functions

Concierge includes it's own full function database for managing customer
files. It is also fully ODBC compatible to interface with standard
database programs like FoxPro, dBase, Paradox and others for organizations
with an on-line customer file already in place. Automatic call tracking
and reporting functions allow executives and operators to manage for
optimum productivity as well. Standard reports include:

* Call Report - shows summary of call activity including call
  length, calls taken, etc.
* Customer Report - collects support activity for a given
  customer
* Employee Report - tracts productivity by employee
  (ave. connect time, calls taken, calls resolved, etc.)
* Fax Report - details all faxes sent including transfer times
* Peak Report - reports call volume per shift or time period
* Phone Log Report - details all calls including length and
  destination
* Product Report - offers summary of calls by product or problem
  description

All data are updated in real time so an up to the minute report can be
generated anytime. Concierge supports an unlimited number of simultaneous
users (999) and they can even make simultaneous revisions and additions to
the knowledge base without altering the original. Isn't it obvious why we
call it Concierge?

And an Incredible Price

Despite its superior performance and ease of use, Concierge is positioned
at a price substantially below the competition. "We know any company or
department, large or small, who handles any volume of customer support
calls will benefit from this product," says Jon Heaps, IDP Marketing VP.
We've priced it where even the little guy can see a pay off in a very
short time." Mr. Heaps expects software manufacturers and other high-tech
firms, insurance companies, government agencies, and others in information
intensive fields to be among the first to respond to Concierge.

As a company dedicated to optimum productivity in the information age, IDP
Software is a producer of business management and productivity software
and is a Certified Folio Business Consultant and training firm.

IDP Software
1325 South 800 East, Suite 311
Orem, UT 84059
801-224-8699,  fax 801-224-8499

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