Corporate Express' North American
operations have approximately 183 facilities, including 38 distribution
centers , and the Company employs 10,775 people.Rules-Based Incident Management, Channel Integration and Other Best Practices
Drive Improvements in Resolution Times, Customer Satisfaction and Productivity

BOZEMAN, Mont. As a web-based
solution, RightNow made it easy for NetScout to deploy a common incident
management system across all of its locations.

management training

Achievement of ISO certification enables CEDPM to be recognized nationally and
internationally for the quality of their management systems , and participate
in regular reviews by external monitors., a wholly-owned subsidiary of Buhrmann , NV
(AEX: BUHR; NYSE: BUH), is a leading provider of comprehensive printing, label
and direct mail solutions."
RightNow also helps NetScout fulfill the requirements of its ISO 9001 2000
certification , providing necessary documentation and quality control.

consulting quality

Quality is a Key Focus at CEDPM

OMAHA, Neb.

services documentation

By doing
so, NetScout has achieved measurable excellence across all of its customer
service performance metrics -- including call resolution times, first-call
resolution rates, customer satisfaction scores and overall support
productivity.
Customer satisfaction is especially critical for NetScout, since a large
percentage of its sales are generated from existing customers.

technology 9000

For more information about
Corporate Express or Corporate Express Document + Print Management , visit
http://www. For further information, please visit http://www.

consulting documentation

"This certification will standardize our internal processes
across all of our facilities, reinforce the conformance of quality procedures
due to regular internal team audits, ensure the continued improvement of our
service levels, and overall, facilitate increased customer satisfaction. These rules allow incidents to be routed
based on a variety of factors -- including special handling for strategic
accounts and urgent issues.

consulting materials

RightNow is a registered trademark of RightNow Technologies, Inc.

services materials

The company's quality system will
allow them to monitor and control their manufacturing, reassuring customers
that the products they purchase have been produced and tested with the most
stringent quality checks and inspections . "RightNow and our new
best-practices approach enable us to optimize this quality-of-experience
across all our support channels -- while at the same time increasing our
support organization 's operational efficiency and our visibility into our
customers' needs.

documentation customer

The quality management principles of ISO 9001:2000 emphasize the
importance of customer focus, involvement of people at all levels, a process
approach, continuous improvement and improved supplier relationships.5 out of a possible 5. RightNow's
acclaimed technology, comprehensive services and commitment to customer
success deliver high returns on investment for its customers.

training iso

"
The addition of the Data Laser division and Omaha plant increases the
company's certification total to three; CEDPM's Wichita plant became ISO 9000
certified in 1998 and ISO 9001:2000 certified in 2003.S.

services providing

CorporateExpress., RightNow (R) Technologies
(Nasdaq: RNOW) today announced NetScout Systems, a leading provider of network
and application performance management solutions, is using RightNow's on
demand CRM platform in conjunction with new best-practices procedures to
improve the efficiency of its global customer support organization . Reports can be analyzed by
customer and by region, allowing NetScout managers to easily identify customer
issues."

About RightNow Technologies
RightNow (Nasdaq: RNOW) provides organizations with industry-leading, on
demand CRM solutions to build customer-focused businesses .

business iso

More than 1,300
organizations worldwide use RightNow solutions including British Airways,
British Telecom, Cisco Systems, Continental Tire North America, John Deere,
Nikon and the Social Security Administration.com.

officers conformance

, Corporate Express Document + Print
Management (CEDPM), a leading provider of comprehensive printing, label and
direct mail solutions, today announced that its Data Laser division and Omaha
manufacturing plant have recently become ISO 9001:2000 certified.

Corporate Express Document + Print Management, a business unit of
Corporate Express, Inc. "Their implementation serves
as a model for other organizations seeking to maximize the impact of
RightNow's uniquely adaptable on demand CRM platform on both the quality of
the customer's experience and the bottom -line value generated by the
enterprise contact center.

systems iso

Founded in 1997, RightNow is
headquartered in Bozeman, Montana, with additional offices in North America,
Europe and Asia.

business providing

officers documentation

rightnow.

consulting training

com services

com.
As an integrated multi-channel CRM solution, RightNow allows NetScout to
manage phone, email and web inquiries in a common manner. And as an on demand solution,
RightNow delivers these benefits without putting any strain on NetScout's IT
department. NASDAQ
is a registered trademark of the NASDAQ Stock Market.

business providing

Four additional CEDPM
plants are working towards ISO compliance and anticipate certification in the
fourth quarter of 2005. Employing approximately 1,000 people nationwide,
Corporate Express Document + Print Management has 9 manufacturing plants and
more than 50 sales offices in the U. With the assistance of
RightNow's Professional Services team, NetScout implemented sophisticated
incident workflow business rules.
Within six months of NetScout's implementation of its best -practices
procedures and the RightNow deployment, customers became measurably more
satisfied with the service they were receiving from NetScout, with strategic
accounts giving the company an average score of 4.

BRNOW

services 1

Corporate Express Document + Print Management Achieves ISO 9001:2000 Certifications

The system tracks every step in the life of an inquiry --
providing full visibility into tier-to-tier escalations between offices, and
tracking the performance of individual agents .

systems conformance

management 1

NetScout also implemented RightNow Metrics(TM) to measure its customers'
satisfaction with the support they receive.
"NetScout's ability to grow revenue from our installed base is to a large
degree contingent upon the quality of our customers' experience," said Arthur
Parmentier , NetScout's customer service director.

iso virtual

"We're excited to announce that two of our plants have become ISO
9001:2000 certified," said Jeff Holton, Vice President Manufacturing, Forms
and Direct Mail.

NetScout's Global Customer Support Organization Boosts Efficiency With RightNow's on Demand CRM Technology

materials virtual

NetScout tracks and routes every customer request through its
RightNow -based system, whether that request comes in the form of a phone call
or an email.
"By creating appropriate customer- and issue-specific business rules for
handling incidents, NetScout has demonstrated exceptional commitment to
optimizing the performance of its customer service operation," Peter Dunning ,
president of field operations at RightNow, said.

business quality

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