Aberdeen Group's Best Practices in Customer Service Honors CommercialWare's OrderMotion Customer Goldspeed.com; Commitment to Customer Service, Order Management and Fulfillment Helps Boost Internet Jeweler's Repeat Business from 10% to 50%

Business Wire, Oct 3, 2005

NATICK, Mass. -- CommercialWare Inc., the leading provider of cross-channel commerce solutions for retailers, today announced that Goldspeed.com, the Internet's largest discount jeweler, has been selected for Aberdeen Group's first annual Retail Best Practices in Customer Service and Store Performance report. Emerging from over 5,000 global retailers, Goldspeed.com was chosen as a finalist based on the value achieved from customer service initiatives keyed by CommercialWare's OrderMotion solution.

Aberdeen's management report published, September 29, 2005, focuses on the importance of customer service on retail business results. "Most retailers have begun to talk the customer service talk - but only the best in class are actually walking the walk," said Aberdeen's Director of Retail Research Paula Rosenblum in the report. "Only the best in class drive cultural change and technology implementations to improve store performance."

The research emphasizes the need for retailers to improve the customer experience while simultaneously containing costs and concludes that centralized customer data and inventory information is an essential element to delivering results. By highlighting five best practice leaders, the Aberdeen report demonstrates the business impact of embracing a customer-centric approach.

"This dedication to serving customers has been a hallmark of CommercialWare since the company's inception 30 years ago," said Donny Askin, founder and CEO of CommercialWare. "Helping our customers focus on meeting the needs of their cross-channel customers is the foundation of all of the CommercialWare solutions. With real-time customer information, our retailers can make faster, more informed, and more effective decisions about their business while providing an optimal experience for the consumer."

The report is available at http://www.aberdeen.com/link/sponsor.asp?spid=30410197&cid=2024.

Goldspeed.com, based in Lynbrook, NY, first deployed OrderMotion in 2002 as a means to improve both customer service and operational excellence. As a result of using CommercialWare's on-demand order- and fulfillment-management system, the time required to process and ship an order dropped from 24 hours to one to two hours and backorders have been reduced by 50%.

"The improved customer service is a direct result of the implementation of OrderMotion from CommercialWare," said Goldspeed.com's CEO Neil Kugelman. "Most importantly, business from repeat customers has increased from 10% total business to 50%."

The jeweler can now notify customers immediately if an item is out of stock, track orders throughout the entire supply chain, send emails automatically for order confirmations and product ship dates, efficiently track inventory, and manage customer order history.

About Aberdeen Group

Aberdeen Group is the leading provider of fact-based research and advice for the global technology-driven value chain, delivering solutions for business and technology executives. The portfolio of research-based solutions comprise benchmarking, market and solution assessments, solution selection and sales acceleration programs, and networking conferences. The company supports Global 5000 value chain, and technology executives and the providers that serve them.

About CommercialWare, Inc. and OrderMotion

Headquartered in Natick, MA, with offices in Toronto and New York, CommercialWare Inc. develops cross-channel commerce infrastructure solutions that allow retailers and direct marketers to optimize transactions from all customer touch points. CommercialWare's comprehensive portfolio of products seamlessly links all aspects of the transaction lifecycle through point-of-sale, back-office, order management, fulfillment, customer service, collaboration, and analytics applications. The OrderMotion division delivers a complete on-demand solution that combines versatile functionality with the operating efficiency of a hosted service. CommercialWare offers a confluence of cross-channel solutions that power many of the leading retail brands, including Abercrombie & Fitch, Party Land, Chico's, J.Jill, Ritz Camera, Jos. A. Bank, and Patagonia. For additional information please visit: www.commercialware.com or www.ordermotion.com.