Satmetrix Press Release
FileNet Earns Highest Recognition for its Customer Loyalty Practices from Satmetrix
Satmetrix Welcomes FileNet to its Platinum Achiever Program Recognizing Companies that Deliver an Optimal Customer Experience
COSTA MESA, Calif., — May 2, 2006 — FileNet Corporation (Nasdaq: FILE), the leading provider of Enterprise Content and Business Process Management solutions, today announced that it has been named to Satmetrix Systems, Inc.s Platinum Achiever program in recognition of its success in incorporating customer loyalty into its overall corporate vision and integrating loyalty processes throughout its organization.
To earn membership into the Platinum Achiever group, FileNet had to meet a strict set of 12 criteria and demonstrate the company has implemented best practices around customer experience management (CEM) and the Net Promoter Discipline across the enterprise. Most importantly, FileNet had to demonstrate the ability to distribute customer and partner feedback enterprise-wide with different media for the different audiences. The program needed to include cross-functional teams and champions from Engineering, Professional Services, Marketing, Sales, Customer Support, Legal, Finance and Human Resources.
“FileNet is committed to helping customers and partners meet and exceed their business objectives by providing superior products and services,” said Lee Roberts, chairman and CEO of FileNet Corporation. “We do this by listening to our customers, understanding their unique market challenges and delivering offerings that will help them to achieve their goals. Our partnership with Satmetrix Systems provides another avenue for us to gather valuable information, and validate or modify our strategies as needed to ensure we are continually meeting the needs of our customers and partners.”
“When executives at the top of an organization adopt a customer experience management program centered around the Net Promoter Discipline, they have the competitive advantage of being able to maximize the value behind every customer interaction and ultimately drive growth and profitability for their organization,” said Richard Owen, CEO of Satmetrix Systems. “We commend FileNet for their hard work that got them from Gold to Platinum Achiever by embracing a customer-centric philosophy, and acting on it across their entire organization. We welcome them to the Satmetrix Platinum Achiever program.”
FileNet's customer loyalty program encompasses several components. Company wide, FileNet continuously identifies opportunities and areas for improvement based on input from its global customer base of more than 4,000 customers. For example working with Satmetrix Systems, FileNet’s Customer Service & Support division monitors quality metrics on the technical support services they provide to customers and partners, enabling them to identify unresolved support cases and track support satisfaction.
Satmetrix Systems is the next generation customer experience solution company. Satmetrix enables leading companies to drive profitable growth from their customers' experience with a market-proven combination of software, service, and consulting.
About FileNet
FileNet Corporation (NASDAQ: FILE) helps organizations make better decisions by managing the content and processes that drive their business. FileNets Enterprise Content Management (ECM) and BPM solutions allow customers to build and sustain competitive advantage by managing content throughout their organizations, automating and streamlining their business processes, and providing a spectrum of connectivity needed to simplify their critical and everyday decision-making.
FileNet ECM products are designed to deliver a broad set of capabilities that integrate with existing information systems to provide cost-effective solutions that solve real-world business problems.
Since the Companys founding in 1982, more than 4,000 organizations, including more than three quarters of the FORTUNE 100, have taken advantage of FileNet solutions for help in managing their mission-critical content and processes.
Headquartered in Costa Mesa, Calif., the Company markets its innovative ECM solutions in more than 90 countries through its own global sales, professional services and support organizations, as well as via its ValueNet® Partner network of resellers, system integrators and application developers.
To learn more about FileNets ECM solutions, please visit us at www.filenet.com
Note to editors: FileNet and ValueNet are registered trademarks of FileNet Corporation. All other company or product names referenced in this release may be trademarks or registered trademarks of their respective owners.