| GroupSoft Systems announces GS/ServiceDesk 6.0 |
| Lotusphere Kiosk # C-115 GroupSoft Systems Ships GS/ServiceDesk 6 Major Upgrade to Customer Service Application Designed for Lotus Domino ORLANDO, Fla., January 14, 2001 -- GroupSoft Systems, Inc., a Lotus ISV Business Partner, today announced a significant upgrade to its GS/ServiceDesk product. GS/ServiceDesk is a customer relationship management (CRM) solution engineered for speed and low total cost of ownership. The product is targeted toward software and IT services companies and has been adapted for a variety of business-to-business customer service applications since its introduction in 1997. The system handles calls entered by call center specialists along with items received via e-mail and the Internet. It includes an integrated knowledge base and a defect-tracking database. Customers and partners can be given selective access to frequently asked questions and knowledge base entries via the Internet. Further, GS/ServiceDesk features a robust data architecture and can track multiple products per customer, including maintenance contract renewal information. Company-level and contact-level information are stored independently. GS/ServiceDesk 6 features over 40 improvements from the prior release and takes full advantage of Lotus Domino R5. Among the many new features are advanced escalation options that make it easy to route open requests to department managers or product specialists. Assignment notifications can be delivered by e-mail and/or pager. Support specialists can acknowledge and close customer requests from any PDA or wireless device. GS/ServiceDesk can be used with a Notes client or Web browser. A Domino R5 server is required and all Domino platforms are supported. The product can be fully integrated with GS/SalesDesk, a sales force automation system. GS/ServiceDesk is licensed with open source code (unlocked design) at no extra charge. Current GS/ServiceDesk customers include the State of Mississippi, Automotion Inc., SPL Worldgroup, Inc. and WorldStreet Corp. GroupSoft Systems offers a full range of consulting services including fast-turnaround customization, data transfer and training. About GroupSoft Systems, Inc. GroupSoft Systems, Inc. develops help desk and customer relationship management (CRM) software for Lotus Domino, Lotus Notes and the Web. The company was founded in 1993 and is based in Newton, Massachusetts (USA). GroupSoft Systems has customers throughout North America, Australia and Europe. ### GS/ServiceDesk, GS/HelpDesk and GS/SalesDesk and our people-and-documents logo are trademarks of GroupSoft Systems, Inc. Lotus, Lotusphere and Lotus Notes are registered trademarks of Lotus Development Corp. Notes and Domino are trademarks of Lotus Development Corp. |
| GroupSoft Systems, Inc. | (617) 544-7687 | www.groupsoft.com |