Encover Acquires Business Partner Movana, offers First Complete Technology-Enabled Business Process Outsourcing Solution for Service Contracts

Encover First To Offer BPO Solution Incorporating Commercial-Class Service Application to Help Manufacturers Maximize Revenue from Service Contracts

MOUNTAIN VIEW, Calif., (September 2, 2003) - Encover, Inc., a provider of software and outsourced service solutions that help manufacturers to maximize revenue from service contracts, today announced that it has acquired Movana, an outsourced service contract sales firm. The acquisition builds on a 12-month partnership of joint sales initiatives and solution development. The combined company now offers the first technology-enabled services solution that is purpose-built to help manufacturers collaborate with their channel partners to maximize revenues from service contracts.

"The combination of Movana and Encover enables us to provide a complete outsourced, technology-enabled solution for our customers," said Chip Overstreet, president and CEO, Encover, Inc. "No other outsourcing provider has the breadth or depth of technology underpinning to truly address the scalability and complexities of service contract management. And no other vendor can offer their customers a roadmap to technology adoption, whereby a manufacturer can leverage the benefits of the technology across all of its service sales operations. This gives Encover a significant advantage over our competitors, but more importantly, it is proven to drive value for our manufacturing customers - through increased high margin revenue, enhanced reseller loyalty, and improved customer satisfaction."

First Technology-Enabled Services for Service Contract Management
With the addition of Movana, Encover now provides comprehensive services for service contract management – including best practices consulting, service contract outsourcing, and a hosted solution for its software solutions. With the combined offering, Encover gives manufacturers several paths to increase revenues and profitability from service contracts, their highest margin product. Key benefits of the technology-enabled solution include:

• Faster time to services revenue: Encover has developed a rapid deployment methodology based on its deep domain expertise for selling service contracts. Using a combination of Encover services and software, our customers have jumpstarted their service contract revenue engines in just 30 days. Encover’s robust software automates the manual, labor-intensive aspects of the service contract process – for example collaborative tasks such as quote iterations and “what-if” analysis now take minutes instead of days or weeks. Encover’s service sales professionals bring deep expertise enabling them to focus on specific service revenue opportunities, and close key revenue opportunities fast.
  
• Optimized service contract management: For each segment of the business, Encover provides a mix of people, technology and best practices to help ensure maximum return for the manufacturer and their channel partners, and high levels of satisfaction from end customers. For example, with medium- and high-dollar contracts, our service sales experts work directly with the manufacturer’s end customers and channel partners to ensure maximum attach and renewals. For low dollar contracts, manufacturers can utilize the direct marketing, self-service contract review and e-commerce capabilities to enable “touch-less transactions”.
• Improved visibility into services operations: Encover provides deep analytics and insights that help manufacturers make intelligent business decisions around every part of their service revenue cycle. Decision makers use Encover portals to gain visibility into their installed base and service offerings, as well as insights into which programs are most effective, what resellers are most effective, conversion rates, and much more.
• Channel enablement: Encover has worked closely with its customers and business partners to develop industry best practices for service sales through the channel, and has brought those best practices to market through both its technology and its outsourced service sales approach. Channel partners often have the best knowledge of the customer and are ideally suited to sell service contracts – and Encover’s solution ensures they have everything at their disposal to get engaged and to be successful in every step of the service sales process.

• Encover Executive Insights provides a strategic assessment of a manufacturer's service contract management operations and provides industry benchmarking across five core areas of operations. Through this service, manufacturers will gain an understanding of industry best practices in each of the five areas, along with a roadmap to apply these best practices to achieve material revenue improvements. Encover also provides monthly business reviews (MBRs) offering insights into trends in the installed base, and manufacturers also have access to their own portal that gives them access to key performance indicators (KPIs).
• Encover Service Contract Outsourcing delivers full outsourced service contract management and marketing activities. Offerings include service contract sales and renewals, installed base management, channel facilitation, and service business health and monitoring. For example, Encover helps manufacturers segment tasks so that the manufacturer is empowered to sell to the most profitable service contract accounts. Unlike traditional, people-intensive outsourced services that rely simply on less expensive labor, Encover's solution offers manufacturers the ability to optimize a combination of people and technology to address every segment of the business in the most productive, cost-effective way.
• Encover Application Hosting delivers Encover's leading edge business application for maximizing service revenues through managed service operations. Encover's hosted application provides manufacturers with a secure, reliable outsourced IT infrastructure coupled with a lower monthly cost structure. Encover Application Hosting enables manufacturers and their channel partners to get up and running in 30 days and start the services revenue engine immediately.

BPO Experts Join Encover
Encover also announced today that Todd Fitzwater and Allan Alexopulos have joined Encover’s executive team. (See related announcement: Encover Adds Industry Veterans Todd Fitzwater and Allan Alexopulos to Executive Team, Expands Service Offerings, dated September 2, 2003). Fitzwater joins as vice president of services and Alexopulos joins as vice president of products. Both executives were founders of Movana and respectively have 22 and 25 years of experience in outsourcing, contract management and technology development.

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