GreenPoint Mortgage Chooses Docent Analytics to Increase Sales Effectiveness and Improve Customer Service

Business Wire, Feb 24, 2003

Business Editors/High-Tech Writers

MOUNTAIN VIEW, Calif.--(BUSINESS WIRE)--Feb. 24, 2003

Docent, Inc.(R) (Nasdaq:DCNT), the leading provider of integrated software solutions proven to directly drive business performance through learning, today announced that GreenPoint Mortgage, a leading national specialty finance company, will deploy Docent Analytics to measure the impact of its product training programs on sales productivity and service quality associated with loan origination processing.

GreenPoint Mortgage has been a Docent customer since 1997, and is using the Docent Enterprise(TM) Learning Management Server (LMS) and Learning Content Management System (LCMS) to support sales and loan processing education for employees in 34 branches across the United States. This education is key to GreenPoint's success, since account executives and customer service representatives must maintain in-depth knowledge of more than 145 different mortgage products. The company is also using Docent to certify its employees on regulatory compliance programs and internal policies.

Docent Analytics will integrate data from GreenPoint's learning applications and its loan origination system in order to correlate training activities with key performance indicators that measure sales productivity and loan processing error rates. GreenPoint sales and customer service managers will be able compare performance results between individuals and groups who have completed specific training modules and those who have not. They will also have the ability to isolate test results at the question level with key performance indicators. These insights will allow GreenPoint managers to more effectively target learning programs to increase revenues, improve customer satisfaction, and reduce costs associated with loan origination errors. "We will be rolling out Docent Analytics to the managers in all of our 34 branches," said Beverly Johnson, Vice President, GreenPoint Mortgage Learning Center. "Empowering our people with this level of business intelligence transforms our learning program to a more strategic level, and will provide measurable improvement to our bottom line."

Docent has redefined the e-Learning market by becoming the first vendor to introduce a family of packaged analytic applications that directly link learning with business results. Docent Analytics is being delivered as a series of application modules that include training analysis, sales performance analysis, channel effectiveness analysis, and compliance and certification analysis.

About Docent Inc.

Docent, Inc. (Nasdaq:DCNT) offers the most complete solutions suite of business performance management applications that accelerate time-to-market, increase employee productivity and improve top- and bottom-line business results for enterprises around the world. Among its blue chip customers who recognize the strategic link between employee knowledge and meeting business objectives are Cingular Wireless, Harley-Davidson, Wachovia Corporation, Lucent Technologies, Kelly Services, Eaton Corporation, PSS/World Medical, and Bechtel Group, Inc.

Docent offers the most robust, high-performance solutions suite designed to address the specific business challenges of multiple markets, including life science, energy, telecommunications, financial services, retail and manufacturing industries. Docent has the broadest and deepest relationships with the world's most prominent consulting and systems integrators, including IBM Human Capital Solutions, Cap Gemini Ernst & Young and Deloitte Consulting. Docent is headquartered in Mountain View, Calif., with other offices throughout the U.S., Europe and Asia-Pacific. For more information visit www.docent.com.

Docent, Docent Enterprise and the marks relating to Docent products and services referenced herein are either trademarks and/or registered trademarks of Docent, Inc. All other names are trademarks and/or registered trademarks of their respective owners.

GreenPoint Financial Corp.

GreenPoint Financial Corp. (NYSE:GPT), www.greenpoint.com, a $22 billion asset bank holding company, is among the most profitable of the 50 largest banking companies in the country. GreenPoint's businesses, a national mortgage business and a New York retail bank, are complementary to each other and therefore reduce the cyclical nature of earnings growth inherent in the financial services industry.

GreenPoint Mortgage, with annual originations of more than $25 billion, originates a wide variety of exclusively "A" quality loans, including agency qualifying loans and Jumbo A loans, and specializes in Alternative A mortgages. "Alt A" borrowers meet Fannie Mae and Freddie Mac standards for credit score, but want flexibility beyond agency guidelines for documentation requirements, loan-to-value ratio, debt ratio or property type, and are willing to pay a premium for that flexibility. GreenPoint's "Alt A" loan charge-off experience is comparable to conventional Fannie Mae and Freddie Mac loans.