SatisFusion Provides Full Product Life Cycle Support for Hitachi Home Electronics; Technology to Enhance Customer Service Capabilities

Business Wire, June 5, 2001

Business Editors & High-Tech Writers

LONG BEACH, Calif.--(BUSINESS WIRE)--June 5, 2001

SatisFusion(TM), the leading after sales support and retentions infrastructure platform, announced that it will provide to the Home Electronics Division of Hitachi America Ltd. a variety of Extended Service Plan (ESP) options, product accessory sales and distribution, plus online services for the company's home electronics products in the United States.

"By providing customers with the ability to register products online, coupled with offline transactions, SatisFusion is supporting Hitachi's position as a leading-edge supplier of consumer electronics complemented by state-of-the-art customer service and support technology," said Gerald Reid, vice president, operations, for SatisFusion.

"For Hitachi, the Product Support Central(TM) module of our eRetentions(SM) Platform will accommodate enhancements to its customer service capabilities and improve levels of customer satisfaction, resulting in increased retention and reduced cost of ownership."

SatisFusion will provide automatic online registration, product support, FAQs (frequently asked questions), online manuals, service dispatch and a Product Service Center that centralizes information on each customer's portfolio of Hitachi consumer electronics products. This provides a platform for marketing parts, accessories and Extended Service Plans. In the event of a warranty or service contract claim, the customer will be able to choose a convenient repair facility, set a service appointment and track the claim -- online or off.

SatisFusion's eRetentions Platform will be integrated into Hitachi's look and feel to reinforce positive brand impressions, increase the lifetime value of that customer and contribute to higher profit margins from new, incremental and continuing selling opportunities. Customers will benefit by having a closer relationship with Hitachi and enjoying their own online record-keeping center.

"SatisFusion shares Hitachi's vision of world-class customer service and support, and has the talent, experience and resources to support that vision. Our business relationship continues to expand as we jointly explore new and productive ways to add value to the ownership of our products and the use of our services," stated Walt Herrin, director of national service of Hitachi Home Electronics.

About Hitachi Home Electronics

Hitachi America Ltd., Home Electronics Division, markets a variety of consumer electronics, including high-definition TVs (HDTV), projection TVs (PTV), color TVs, DVD players, a DVD camcorder, VCRs and standard camcorders, as well as security and observation system products. The company's premium products are sold under the Hitachi UltraVision and UltraVision Digital brand names.

Hitachi America Ltd., a subsidiary of Hitachi Ltd., markets and manufactures a broad range of electronics, computer systems and products, consumer electronics and semiconductors, and provides industrial equipment and services throughout North America. For more information, visit www.hitachi.com.

The eRetentions Platform

SatisFusion's eRetentions Platform is the e-commerce industry's first and only e-support tool to combine product sales and distribution, extended support plans, warranty claims processing and an e-support infrastructure into a single, proactive revenue focused customer-retention technology platform.

About SatisFusion

With more than 20 years of applied customer service knowledge, product support and distribution experience behind them, SatisFusion is helping OEMs, TPAs and e-merchants achieve profitability through multiplying customer care, service and marketing opportunities.

With headquarters in Long Beach, SatisFusion also has offices in Peoria, Ill., and employs more than 140 people. SatisFusion can be reached toll-free at 877/542-1700 or on the Web at http://www.SatisFusion.com.

Note to Editors: Copyright 2001, SatisFusion. SatisFusion, Product Support Central and eRetentions are trademarks of SatisFusion Inc. and may be registered in certain jurisdictions. All other trademarks are the property of their respective owners.