Compaq Unveils the Compaq Services Network; Establishes a Global Online Community and Streamlines Relationship Management for Service Channel Partners

Business Wire, August 3, 1999

HOUSTON--(BUSINESS WIRE)--Aug. 3, 1999--

Editor's Summary

-- Reinforces its commitment to and investment in global service channel partner community through clear partner designations, increased opportunities for growth, and greater ease of doing business

-- Leverages leading-edge Internet technology to better meet customers' service and support needs

-- Demonstrates proof of Compaq's NonStop(R) eBusiness strategy in action

Compaq Computer Corporation (NYSE:CPQ) today announced worldwide the Compaq Services Network, a web-based virtual community between Compaq and its authorized service channel partners. Through the Compaq Services Network, Compaq is refining its channel service strategy and redefining its relationship with service channel partners -- with the ultimate goal of providing a globally consistent, high quality of service to customers.

Today's global business environment transcends the bounds of time and place, creating greater demand for NonStop solutions. Companies of all sizes increasingly rely on IT service providers to reduce the complexity of technology in solving their business needs. Through the Compaq Services Network, Compaq is streamlining the way it organizes and manages relationships with its service channel partners in areas such as training, leads management, resource sharing, and performance. As a result, both Compaq and its authorized service partners are better aligned and focused on meeting customers' IT service requirements while offering customers increased choice and flexibility in choosing a service provider. Additionally, the Compaq Services Network exemplifies Compaq's NonStop(R) eBusiness strategy at work - harnessing technology to address the interlocking areas of its own customer relationship management (CRM) and Global Value Chain.

"Customers are looking for quality and innovation, not only in product and service solutions, but in the relationship with their chosen vendor," said Enrico Pesatori, Senior Vice President and Group General Manager, Compaq Enterprise Solutions and Services Group. "We are committed to a quality relationship with our customers, whether directly or via our service channel partners. Through the Compaq Services Network, customers have access to Compaq and a community of qualified and authorized technical resources that utilizes the latest web-based technology to provide the highest quality of service consistently around the world."

Web-Based System for Managing Relationships

At the heart of the Compaq Services Network is a web-based system for managing relationships, incorporating support tools that enable members of the Compaq Services Network to complete various transactions efficiently through the Internet. These tools benefit service channel partners and customers by providing state-of-the-art IT capabilities in one convenient location that is continually enhanced and updated. Collectively, Compaq and its partners will achieve greater economies of scale through the ability to share resources, transfer knowledge, and streamline logistics.

"Compaq Services Network allows us to offer our customers a wide variety of choices where we can not provide the services ourselves and we can be assured we can provide our customers a complete IT solution," said David Smith, Director of Field Engineering Services, CompuCom Systems.

In response to service channel partners' feedback, the Compaq Service Network has been designed to provide a seamless infrastructure and desirable service offerings that ensure partners can profitably grow and expand their services business. The network provides tools and technology to help partners compete more effectively through improved productivity, reduced cost of doing business, and simplified access to resources, by addressing the following relationship management and growth areas: -0-

-- Sales Opportunities
    -- CarePaq Services
    -- Leads Management
    -- Partner Resource Locator

-- Skills enhancement
    -- Registration and Tracking
    -- Computer-based Training

-- Partner Development Opportunities
    -- Partner Designations
    -- Service Authorization

-- Business Operations
    -- Parts Ordering and Tracking
    -- CarePaq Registration

-- Information and Support Tools
    -- Warranty Diagnostic Tools
    -- Technical Information

-- Reports and Metrics
    -- Reporting and Benchmarking
    -- Pay-for-Performance Ratings
    -- Financial Reporting

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With web-based tools such as Online Training Registration and Lead Management, Compaq is enabling service channel partners to provide cohesive and integrated service capabilities for customers. The Company will continue to enhance components of the Compaq Services Network through collaboration with its partners.

Commitment to Quality Relationships

To further reinforce its commitment to working closely and seamlessly with channel partners, Compaq has created globally consistent reseller and provider partner designations that lets partners choose the type of relationship they wish to have with Compaq, with opportunities for growth and development: -0-