SmartSynch Unveils New Online Customer Support Center

Online troubleshooting tool provides customers secure and efficient means of issue resolution

Jackson, MS — April 2, 2002

In keeping with its commitment to providing superior customer service, SmartSynch, the leading provider of smart metering solutions to the energy and utility industry, recently unveiled its new online customer support center, available at www.smartsynch.com.

The new customer support center from SmartSynch is an online troubleshooting tool designed and hosted by TightLink, an ASP who also built the application that is running Dell’s customer support center. The service offers a secure and efficient method for issue resolution by utilizing a frequently updated knowledge base to enable instant troubleshooting. If the issue requires more help, customers then open a troubleshooting “ticket,” which relays the issue or problem to a SmartSynch customer support engineer who then ensures that the issue flows through the service chain until it is resolved. The customer is notified via e-mail every time there is an update on their issue, keeping them informed every step of the way.

For customers, this method provides a single point of contact for their issue, allows them to track the status of their issue and ensures that their issue will be resolved in the most efficient manner possible. For SmartSynch, the new customer support center provides a unified location for customer support and allows the company to better serve its customers.

“We are definitely excited about our new customer support center,” said Mark Rodgers, CEO of SmartSynch. “This innovative tool gives our customers incredible peace of mind, knowing that a support engineer or engineers will be on top of their issue until it is resolved. SmartSynch knows how valuable the data is that our SmartMeter SystemSM delivers, so we created an online tool to ensure that none of our customers would be without quick and reliable support.”

Customer response has been very positive to the new customer support center. “I was impressed at how quickly and efficiently various issues were resolved,” said Glen Dodge, Engineer with Commonwealth Edison. “I also appreciate the fact that I can track the status of my issue anytime I want—and that I get constant e-mail updates from SmartSynch on my issue. This new customer support center gives me great piece of mind because I know what is being done to resolve whatever problem I might have and when it is being done.”

The customer support center is part of the company’s redesigned Website, which debuted in the fourth quarter of 2001. Similar to the company’s recent advertising campaign, the new site is designed to increase the company’s corporate awareness and leadership position in the delivery of smart metering solutions. Utilizing rollover menus, the new site features a wealth of information for utilities, retail energy service providers and commercial and industrial customers on how SmartSynch and its SmartMeter System are revolutionizing the energy industry.

SmartSynch, an energy technology company based in Jackson, MS, is the leading provider of smart metering solutions to the energy and utility industry. Its core product, the SmartMeter System, enables energy and utility companies to communicate with commercial and industrial electricity meters using wireless communications and the Internet. The SmartMeter System manages the delivery of critical information to any application system, workstation, computer, or browser-enabled personal communications device. For more information, visit www.smartsynch.com.

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