2. Copyright © 2002 Deerfield.com. All Rights Reserved. Deerfield.com Distributor Confidential.

3. Email Distribution Increased volume outgrows use of email client No centralized location for data No standardization Can’t reassign responsibilities

4. Copyright © 2002 Deerfield.com. All Rights Reserved. Deerfield.com Distributor Confidential. Message Route – Email Client Mail Server For Widget.com Mail Client 1 Sales Mail Client 2 Support Mail Client 4 Product Manager Mail Client 3 Priority Support Customer Email

5. Copyright © 2002 Deerfield.com. All Rights Reserved. Deerfield.com Distributor Confidential. Effective Email Distribution Centralizes location of messages Applies management standards Measures effectiveness of email Ensures professional email Centralizes administration

6. Copyright © 2002 Deerfield.com. All Rights Reserved. Deerfield.com Distributor Confidential. Routing Rules Match incoming messages Use various criteria Handle spam Auto responder

7. Copyright © 2002 Deerfield.com. All Rights Reserved. Deerfield.com Distributor Confidential. Tickets Define a sequence of messages Can be manually created or automatically assigned Can be either opened or closed History is kept on any actions

8. Copyright © 2002 Deerfield.com. All Rights Reserved. Deerfield.com Distributor Confidential. Ticket Boxes Hold open tickets Can automatically escalate old open tickets Ticket forwarding Customizable

9. Copyright © 2002 Deerfield.com. All Rights Reserved. Deerfield.com Distributor Confidential. Agent Interface Web-based, IE 5.5 + SSL support Customizable Search tool

10. Copyright © 2002 Deerfield.com. All Rights Reserved. Deerfield.com Distributor Confidential. Message Viewing HTML format Lists attachments SMTP headers

11. Copyright © 2002 Deerfield.com. All Rights Reserved. Deerfield.com Distributor Confidential. Message Composition Custom headers and footers Signature files Standard responses and attachments Notes Spell check

12. Copyright © 2002 Deerfield.com. All Rights Reserved. Deerfield.com Distributor Confidential. Standard Response Library Agents propose new responses Global and separate libraries Can contain attachments

13. Copyright © 2002 Deerfield.com. All Rights Reserved. Deerfield.com Distributor Confidential. Administration Web-based Users and groups administration Trash folder Routing rules System and audit logs Archives

14. Copyright © 2002 Deerfield.com. All Rights Reserved. Deerfield.com Distributor Confidential. Flexible Reporting Tools Based by department or agent Filtering Export Custom reports

15. Copyright © 2002 Deerfield.com. All Rights Reserved. Deerfield.com Distributor Confidential. User Access and Security Access control list grants rights Objects include Ticket boxes Reports Standard responses System privileges AntiVirus Plug-in

16. Copyright © 2002 Deerfield.com. All Rights Reserved. Deerfield.com Distributor Confidential. Message Route – VisNetic MailFlow Sales Agent 1 Ticket box Support Agent 2 Ticket box Manager Agent 4 Ticket box Support Agent 3 Ticket box Customer Email VisNetic MailFlow / Mail Server Priority Support Ticket box Support Ticket boxSales Ticket box

17. Copyright © 2002 Deerfield.com. All Rights Reserved. Deerfield.com Distributor Confidential. System Requirements Web Server: IIS 4.0 + or Deerfield.com’s WebSite Pro Databases: MS SQL Server and MSDE Operating systems: Windows 2000 Server and Pro, Windows XP Professional Web Browsers: MS Internet Explorer 5.5 +