Brickstream Improves Customer Service in Real Time with Brickstream Dashboard

ATLANTA--March 8, 2004

Brickstream Corporation, a leading provider of Customer Relationship Management (CRM) solutions, today announced the immediate general availability of Brickstream Dashboard, a real-time business intelligence solution for improving customer service in retail environments.

Delivering great customer service is critical to achieving customer satisfaction, loyalty, and value. Market research just published by Brickstream Corporation, in conjunction with Gartner Group and A.C. Nielsen, indicates that waiting in line is the customer service attribute valued most highly by customers. Customer tolerance for waiting in a line deteriorates rapidly after five minutes and one-third of customers will not even join a line if more than five people are waiting. To help reduce the time customers wait in line and improve customer satisfaction retail organizations need systems that can proactively and continuously monitor and manage customer service performance.

Brickstream Dashboard is a real-time monitor that reports actual and predicted customer service performance enabling managers to proactively respond to breakdowns, such as excessive customer wait times and cashier transaction times. An alerting capability notifies managers of service events that have exceeded pre-determined thresholds allowing breakdowns to be prevented before they occur – such as when the predicted wait time of the next person to join the line is longer than five minutes. Managers are able to dynamically adjust staff positions depending on which parts of the store or branch require immediate assistance.

“For the first time Brickstream Dashboard enables real-time proactive monitoring of customer service in a brick-and-mortar environment,” said Simon Angove, President of Brickstream. “Brickstream Dashboard helps businesses deliver on the promise of speed and convenience for their customers.”

Brickstream Dashboard is built on the award-winning Brickstream System platform. The Brickstream System leverages video camera technology and patented imaging software to automatically and anonymously track customer activity in a retail environment, such as how long customers wait in line, how many self-service points customers use, and the path customers take through a retail environment.

The Brickstream Dashboard solution will be demonstrated at the Best Practices for Retail Financial Services symposium in Naples, Florida, March 7-9, 2004.

For more information, please call Brickstream at 1-866-274-2578 or email info@brickstream.com.

About Brickstream

Brickstream sets the standard for a new generation of customer analytics for the brick-and-mortar economy. Brickstream provides the Brickstream System, a closed loop solution that leverages anonymous smart video technology to continuously capture and analyze information about in-store customer activity and the effectiveness of customer interactions, and act on this information in real-time to improve the planning and execution of sales, service, and marketing processes. Developed over a period of seven years, the Brickstream System is protected by numerous patents. Brickstream serves retailers, retail banks, and consumer packaged goods manufacturers throughout North America and Europe. A partial client list includes Bank of America, Lloyds TSB, Royal Bank of Canada, Wells Fargo, SunTrust Bank, Office Depot, CVS Corporation, and Procter & Gamble.

Contact

Leigh Canavan
Brickstream Corp
404-243-8183
leigh.canavan@brickstream.com